Membership Manager - Soho House Austin

The posting, as Soho House & Co. wrote it

Job Role...

The Membership Manager supports the Head of Membership and the site in delivering across member acquisition and retention, as well as all aspects of member management. This includes new member introductions, behaviour monitoring and handling, retention monitoring, and Committee activity. The role is hands-on and administrative, requiring strong organisational skills and attention to detail to keep all membership-related processes running smoothly. The Membership Manager will also be a key point of contact for members, ensuring timely follow-ups on any issues and helping maintain member satisfaction. They will attend Membership Committee meetings and assist in the preparation of applications for review.

Main Duties...

Member Introductions & Onboarding

• Maintain and manage the House’s member introduction calendar, ensuring all new members are properly introduced to the House, its community, and facilities.
• In partnership with Member Relations, host and lead member introductions, ensuring that all members have a warm and personal welcome and understand our rules and values.
• Ensure accurate recording of attendance on Salesforce and coordinate follow-up for members who missed group sessions.

Membership Behaviour Management

• Monitor and record member behaviour, keeping detailed logs on Salesforce for future reference and updating on action that has been taken.
• Flag behaviour-related issues to the Head of Membership and ensure appropriate and timely follow-ups are carried out. Ensure information is passed along to the Head of Membership for follow-up when the Head of Membership is not present in the House.
• Support in ensuring all members adhere to the House rules, maintaining the standards and values of the community.

Membership Retention & Engagement

• Monitor member engagement and satisfaction, gather feedback and work closely with Member Relations and Success Teams to identify potential churn risks.

Assist in executing strategies to enhance member retention, understanding retention rates and taking action when needed.

• Support and execute retention initiatives in collaboration with the Head of Membership, Operations, and Member Relations team.
• Play an active role in addressing member concerns and issues through feedback emails, keeping detailed records on SF and lead on follow-up actions, in person and via email. Ensure that there is presence on the floor during busy times, to gather feedback and look after members. Supporting the Head of Membership in meeting and engaging with members to resolve potential problems.
• Plan and draft the monthly member outreach email – gathering information from Operations and Events teams at the House and working in collaboration with the Global Marketing team to ensure members are always up-to-date on key information and moments to help them make the most of their membership.
• Facilitate ad hoc communications on an as-needed basis with support from the Global Marketing

[…]
with experience in managing calendars and member records in Salesforce.

• Experience with CRM systems, particularly Salesforce, is highly desirable.
• Excellent interpersonal and communication skills, with the ability to interact confidently and professionally with a wide range of people.
• Strong attention to detail, particularly when preparing documents and recording member behaviour or feedback.
• A proactive and problem-solving mindset, with the ability to handle sensitive situations with discretion and professionalism.
• A strong network and understanding of the creative industries is important, enabling engagement with members and potential new applicants in relevant communities.
• An interest in hospitality or private members' clubs would be an advantage.

Benefits...

Soho House offers competitive compensation packages that feature global benefits and perks. Whether you’re seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to grow your career.

• 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. Check out our monthly calendars and get involved in trips, training's and events. Available to all.
• 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