CAREERS & JOBS (LOYALTY & CX)

Soho House & Co is hiring: Membership Director

The Role…

The Membership Director, London is a pivotal role responsible for driving membership growth, retention, and community engagement in Soho House’s London locations. This role focuses on outreach and membership development, leveraging extensive personal networks within London’s creative scenes. A highly visible and active presence, the Director will represent Soho House at events, build meaningful relationships with key high profile and talented creatives, and ensure the membership experience aligns with Soho House’s reputation.

This role requires an organised, driven, and people-oriented leader with deep connections in London’s creative communities who will also be leading a team of 5 across the city.

Main Duties…

Membership Recruitment & Development

• Drive an elevated approach to membership acquisition in London, leveraging a robust personal network within the city’s creative industries to target future Soho House members through hosting, entertaining and meaningful connections.
• Actively identify and build relationships with key figures, connectors, and tastemakers to attract high-quality members.
• Represent Soho House at industry events, fostering goodwill and promoting the brand to potential members.
• Work closely with Membership Committees to ensure a steady pipeline of quality applications and ensure high approval standards.
• Regularly report on recruitment efforts and progress toward quarterly membership targets.
• Responsible for the membership acquisition, retention and revenue for all London Houses, with personal responsibility for Little House Mayfair, Soho Mews House, Electric House, High Road House and Little House Balham.
• Lead the Heads of Membership in White City House, Soho and Shoreditch to develop and grow their membership profile.
• Develop, roll out and deliver the success of a highly elevated acquisition plan for Soho Mews House

Retention & Member Engagement

• Work closely with the Head Membership Manager UK to create strategies to ensure high retention rates, collecting and acting on member feedback to enhance satisfaction.
• Regularly attend member events, connecting with members and ensuring they feel valued and engaged.
• Monitor and act on member data and retention metrics to identify trends and opportunities for improvement.

Team Leadership & Management

• Manage the Head Membership Manager UK, plus House Heads of Membership across London.
• Recruit, lead, and inspire a high-performing membership team that represents our membership profile, consistently leading by example.
• Set performance goals and provide mentorship to ensure the team excels in delivering targets, high quality members and an exceptional membership experience. Provide regular feedback and direction to team members.
• Foster a collaborative, inclusive, and results-driven team culture.

Committee Development & Oversight

• Build, grow, and manage Membership Committees, ensuring they are balanced in terms of age, ethnicity, gender, industry, and experience. Base this on the House Identity Plans and existing data we have on member demographic.
• In partnership with the Heads, motivate and engage committee members to actively participate in the membership process, pushing them further to engage with the community.
• Use tracking metrics to regularly review the composition and effectiveness of committees to maintain high performance, removing/changing members where needed and adopting new approaches to deliver new members.

Community Building & Outreach

• Be a visible and approachable presence in all London Houses, building strong relationships with members.
• Act as an ambassador for Soho House, enhancing the community’s reputation and growing its creative influence.
• Engage actively in London’s creative scenes, ensuring Soho House remains at the heart of the city’s cultural conversation.

Membership Quality Control

• Ensure all approved members in London meet Soho House’s standards of quality and creativity.
• Maintain a consistent and high calibre of membership across the region, reinforcing the brand’s reputation.

Member Introductions

• Work with the local teams to ensure all new members in London receive an Introduction. In some places (inc High Road House, Little House Mayfair, Electric House and Soho Mews House) host member introduction sessions to set the standard and guide the teams, providing new members with a comprehensive orientation to the Soho House experience.

Member Conduct & Behaviour Management

• Take an active role in developing strategies and communications to improve member behaviour in London, especially during peak evening and weekend hours.
• Work closely with the Head of Membership, UK to handle sensitive member conduct issues with professionalism, documenting and resolving cases promptly.
• Be the person to resolve member behaviour issues of the most serious escalations, being the final and most senior point person representing London membership.
• Maintain Soho House’s high standards for member behaviour and etiquette across all London locations.
• Ensure all member-related issues, including conduct and behaviour, are managed consistently and in line with Soho House policies working with the MBC/Legal/P&D teams.

New Openings

• Working cross functionally, and closely with the Head of Membership, 180 House, take the lead on opening the new gym at 180 House that achieves large awareness across London and drives an increase in new member applications for the House, growing the waiting list and desirability.
• Lead on membership recruitment and local engagement strategies for any further London House openings, ensuring the right community is built from the start for these new Houses

House Presence & Member Engagement

• Spend time in all the London Houses, throughout the day including weekends and evenings to be a visible and approachable presence within the Houses, ensuring an engaging, welcoming, and vibrant environment for all members.
• Be present to help host the Houses and support teams with membership management during different “glow moments” as well as large events.
• Support House teams by providing feedback and guidance to enhance the member experience across all locations in the region.

Local Partnerships

• Work with the global partnerships team to find, engage and deliver relevant local partnerships in London that support member engagement and value.

What We Are Looking For…

• Strong leadership skills with a proven track record of managing high-performing teams and large budgets with over 10 years experience.
• Extensive network and experience in the creative industries across London, with own recognised profile in similar businesses.
• A minimum of 10 years experience managing teams in different markets within the UK, including a strong knowledge of consumer behaviour, cultural insights, and ability to translate into revenue growth.
• Demonstrated expertise in driving and retaining membership and/or sales into a similar business.
• Exceptional communication and interpersonal skills, with the ability to engage and inspire others.
• Experience managing C level/senior leadership beneficial.
• Data-driven approach to membership management, with the ability to interpret and act on key metrics.
• Passion for creativity, community building, and hospitality.

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.

• Every House Membership
• 50% off Food & Drink, 7 days a week
• Staff Room Rate; Any Bedroom, Any House, $100 a night
• Private Health and Dental Care
• Weekly Pay
• Life Assurance
• Birthday Day Off
• Up to 50% Staff Discount on Cowshed & Soho Home
• In Office Dog Policy
• Season Ticket Loan
• Christmas Office Closure
• In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice.
• Free Counselling Sessions
• Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate.
• Continuous training to develop yourself personally and professionally
• Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much more
• 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.