CAREERS & JOBS (LOYALTY & CX)

Maybourne is hiring: Director of Membership

We are seeking an exceptional Director of Membership to join the Maybourne Global Guest Experience & Services team.

Maybourne owns and manages Claridge’s, The Connaught, The Berkeley, The Maybourne Beverly Hills, The Maybourne Riviera, The Emory and Surrenne.

At Maybourne It is our purpose to create stories of distinction, and we know that truly memorable experiences are made up of countless small moments. Moments where the extraordinary becomes reality.

We are building on the reputation of our heritage properties by realising a global vision to lead the future of luxury, curating distinctive and enriching experiences, from developing our digital capabilities and superior insights to enhancing our unmatched guest experience, to growing the number of hotels, spas, and residences around the world.

Who thrives here?

You are passionate for our work that drives us to exceed expectations in every way. You are warm and friendly with collaboration in your blood. You have strong ambitions for yourself and the team around you, elevating your career and the team you work with every day. You show curiosity and pay attention to the detail to anticipate what others need. You are looking for a career not a job.

The Maybourne experience

You will find a supportive, fun and nurturing team where you can bring your ideas and creative & entrepreneurial thinking to your role. We have a range of development interventions at every level and for different functional specialisms to help you design the trajectory of your career.

Main Duties & Responsibilities

The Director of Membership will be responsible for the execution and management of the ultra-luxury membership program at Maybourne. This role will focus on driving membership growth, enhancing member engagement, and ensuring exceptional service delivery that aligns with the brand’s commitment to luxury and exclusivity. The ideal candidate will possess a deep understanding of the luxury market, exceptional leadership skills, and a proven track record in membership management at the highest level.

As the Director of Membership, you will also be responsible for leading a dynamic membership team and for implementing a specialist service proposition. Your role will be crucial in ensuring the onboarding, satisfaction, and engagement of our valued members.

Main responsibilities of the Director of Membership role include but are not limited to:

• Membership growth
• Team development & leadership
• Delivery of Operational Service Excellence and commercial accountability

Successful candidates for our Director of Membership opportunity will have:

• Bachelor’s degree in business administration, marketing, or a related field (Master’s degree preferred)
• Proven experience (Minimum of 7-10 years) in sales and operations management, preferably within the luxury hospitality or membership sector.
• Proven track record of driving membership growth and enhancing customer experience in a luxury or high net worth environment.
• Strong leadership, organisational and team management skills
• Excellent communication and interpersonal skills, with a strong focus on relationship building
• Ability to develop and execute strategic plans
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Exceptional passion for luxury service and a deep understanding of the ultra-luxury market.

Here at Maybourne, we strive to reward our colleagues for the incredible work they do every single day. In return for your hard work and dedication we offer you:

Financial Stability

• Excellent salary package.
• Family Friendly company policies including enhanced Maternity and Paternity Pay.
• Holiday allowance increase after 3 and 5 years of service.
• Travel Season Ticket Loans.
• Pension Scheme*.
• Salary Sacrifice.
• Holiday Trading.
• Retail Discount.

Health and Wellbeing Support

• Subsidised monthly Podiatrist and Masseuse treatments.
• Flu vaccination vouchers*.
• Eye test vouchers and contributions towards glasses*.
• A dedicated team of Mental Health First Aiders & 24-hour colleague assistance helpline.
• On and off-site Occupational Health Service.
• Death in Service salary contribution.
• Various wellbeing activities focused on mental and physical health.
• A complimentary state-of-the-art all-day dining colleague restaurant serving a range of nutritious meals.
• Cycle to Work.

Recognition and Career Development

• Referral Scheme ‘Introduce a Star’ where you can earn up to £1,500*.
• Instant colleague recognition and award programme with generous prizes.
• Colleague of the month nominations with generous prizes.
• Additional paid day off to celebrate your Birthday.
• Internal transfer and promotion opportunities.
• In-house training and development team with a strong focus on career progression and personal growth.
• Long service awards.

Memorable experiences

• Preferential room rates of £50 per overnight stay for yourself or your family across the Maybourne .
• Hotel Guest Experience Stay* including an overnight stay and wining and dining at our renowned restaurants and bars.
• 50% Food and Beverage discount* across the Maybourne.
• Social events (Annual Awards, Summer Maybourne Picnic, Welcome to Work, Annual Colleague Party, Annual Colleague’s Children Party, etc.)
• Wedding and Baby gifts.
• Retirement functions.

*Terms and conditions apply to all benefits.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.