Description

At Soho House, the membership manager is responsible for directly building and defining the local membership community to ensure the membership culture, experience and sales are maximised. They will manage their time to handle recruitment and acquiring (30% of time), retention and member inquiries (30%) and on the floor face time with members and their guests (40%). You will be a direct link between our members and operations, acting as a voice for our members.

An integral aspect of the role is developing relationships and understanding the member community, their mindset and needs, consistently being present and available on the floor, essentially dividing presence across morning, noon, and night.

A membership manager will report into the Head of Member and Communications for the House or region, ensuring membership targets are achieved and that the overall experience within the House is consistently high quality, friendly and memorable. They will work cohesively with their peers in events and content to deliver the best possible experience for all who enter our Houses or locations.

Major Duties & Responsibilities

• Foster events and experiences that maintain the Soho House magic and promotes member engagement
• Act as the face of the House to members and be available to respond positively to all inquiries and needs of our guests and ensure timely resolutions to any issues they may have
• Daily evaluation of membership applications; competent on Salesforce platform where applications are held
• Schedule and host member introductions to House rules and amenities
• Liaise when necessary to resolve any issues with cards, payments or applicant paperwork
• Host coffee chats, dinners and events for and with members to ensure consistent connection with the membership
• Partner with all internal stakeholders by communicating and engaging all areas of the operation to support the member experience, including the marketing, food and beverage, finance, people and development and IT teams
• Address membership enquiries quickly and efficiently and arrange follow up meetings when necessary
• Collaborate with the head of member and communications to support member retention YOY, reducing attrition and increasing renewal ratios as agreed to budget
• Gather feedback about the club (levels of service, facilities and member perceptions) as well as participate in delivering solutions that can manage expectations and support a better experience
• Facilitate access to the club for visiting high profile members and personalities (as well as a limited number of guests), ensuring they receive good service and enjoy their time as our guests
• Connect and network with the local creative community to build awareness about the House and support the recruitment of new members
• Manage member behaviour reports daily; escalate to People & Development partners when necessary
• Support Head of Membership & Communications with the hosting of committee meetings on a quarterly basis
• Introduce members to the key people and line staff within the House
• An essential part of the job is being available on a flexible schedule and being willing to work outside “office hours”. For example, nights, weekends and holidays (as needed and when applicable). This may or may not be required on a regular basis but is mandatory when needed.
• Monitor atmosphere and ambience; ensure that the service and attention our members and guest receive starts at reception and is consistently of top quality throughout their visit
• Work regular weekly floor shifts, producing a nightly report detailing the profile and atmosphere of the club and observations

Requirements

• Minimum of 3+ years’ relative experience with a proven track record of leading a professional, efficient, high quality, service-oriented operation
• 1+ years Management experience
• A long-term city resident with extensive knowledge of the local area
• Ability to work a flexible schedule including nights, weekends and holidays as well as the ability to travel and attend various social functions
• Strong organisational and management abilities
• Daily use of the Microsoft Office Suite, Salesforce and other systems
• Friendly and approachable as well as proven acumen of written and oral communication skills
• Ability to work effectively under time constraints and deadlines
• Passionate about Soho House and Soho Works and upholding its standards and core ethos
• Culturally aware, with finger on the pulse

Benefits

• 5-day work week
• 15 days Annual Leave
• Family Meal
• Medical and Dental Insurance
• Life Insurance
• Learning & Development Programme
• Team Events – Cookhouse & House Tonic Programme and Film Screenings
• Discretionary Bonus

People who are eligible to work in Hong Kong or have a valid Hong Kong work permit/visa will be considered for the above position. If you are passionate about hospitality and are looking for exciting new opportunities with our company, then we want to hear from you!

Who we are...

Soho House & Co is a collection of private members' clubs and restaurants spread throughout Europe, the UK and North America. Each house and restaurant maintains its own personality and atmosphere but the ethos has remained the same; serving fantastic cocktails and simple but delicious food in a comfortable and relaxed environment. Please visit our website at www.sohohouse.com.

The venue...

Soho House Hong Kong is the latest in our collection of private members' clubs, which was launched in September 2019. The House, located in Sheung Wan, has a vast club space spread across five floors, a tri-level gym, private dining rooms, a screening room and an exhibition space.