Description
The Membership Strategy Manager is responsible for delivering Soho House's global membership strategy across a set of key Houses.
The role takes agreed global strategy , across retention and engagement, intakes and applications, and new House openings , and leads its execution across its assigned Houses in partnership with the Regional Membership Director, House Membership teams and the Soho Support Member Success function.
Key Responsibilities:
- Delivery of Global Strategy Across Assigned Houses
- Retention & Engagement
- Intakes & Applications
- New Openings & Hypercare
- Data, Insight & Performance
- Partnership & Cross-Functional Working
- Continuous Improvement & Innovation
The role is responsible for the delivery and success of membership strategy across its assigned Houses. Accountability for regional membership performance sits with the Regional Membership Director and their teams.
Requirements/Qualifications:
- Significant experience in membership strategy, retention, customer success, loyalty or lifecycle marketing within a membership, hospitality or premium customer environment.
- Proven experience delivering engagement and retention strategies that improve customer or member lifetime value.
- Experience delivering acquisition as well as retention , intake or sales targets, offer design and funnel management.
- Experience supporting new site, venue or market openings in a hospitality, retail or membership environment.
- Experience operating in a matrixed international business, delivering centrally designed strategy through local teams without direct authority over them.
- Strong analytical capability, with experience using CRM platforms (ideally Salesforce) and customer data to inform decisions.
- Experience working with behavioural insight, segmentation and predictive models to influence customer engagement.
- Demonstrated ability to translate complex data into commercially focused recommendations.
- Proven experience working across multiple business functions and influencing stakeholders at all levels.
- Strong presentation, communication and stakeholder management skills, including experience presenting to senior leadership.
- Highly organised, commercially minded and proactive, with the ability to manage multiple initiatives simultaneously.
- Knowledge of the assigned Houses' membership landscape and cultural calendar.
- Confident using AI tools to accelerate day-to-day work – e.g. building and interrogating performance reporting, structuring data analysis, and preparing decks and presentations for senior stakeholders.
Why work with us...
- Soho House offers competitive compensation packages that feature global benefits and perks.
- Health Care + 401K: Full time employees are eligible for full benefits; Medical, Dental & Vision as well as Retirement fund with a 2% match
- Paid Time Off: Full- Time Employees have sick day's + vacation days
- Career Development: Soho House can progress your career domestically or internationally as well as managerially or technically
- Soho Impact: Empowering the Soho House Community to make positive change, through mentoring, apprenticeship, local outreach and sustainability
- Learning & Development: An extensive range of internally and externally run courses are available for all employees.
- Cookhouse & House Tonic: Celebrating our passion for food and drink.
- Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.
- Team Meal: Whilst on duty in our Houses & Restaurants you will be provided with a substantial meal free of charge.