Membership Manager in Ascot

We are currently seeking a Membership Manager to join our Membership team with sole responsibility for management of the Memberships at Ascot portfolio. This role is based in our offices at the racecourse in Ascot, Berkshire.

What you’ll be doing

• The role will be responsible for protecting the intrinsic value of each type of Membership, and developing strategies for the longevity of each as well as working on ideas to provide a pipeline for new members.
• The generation, growth and retention of memberships revenue is a vital part of the Membership department’s income, and the management of this important client base requires excellent client services.
• It is the duty of the Memberships Manager to both personally provide and oversee the provision of an efficient and well‑run delivery of service to all key clients, whilst protecting the integrity of each membership area.
• Additional duties will include building and maintaining communications with key internal stakeholders, including facilities, estates, marketing and sales to ensure that the needs of members are met.
• This is a full‑time, permanent role at Ascot Racecourse.
• This role will also attend all racedays in the RARC Clubrooms/Membership areas and other external Memberships events including but not limited to stable visits.
• Direct line management of Membership Executive RARC Raceday Assistants Memberships at Ascot.
• Management of all enquiries and communications for Memberships – both existing and new, acting as day‑to‑day contact and liaison for all Members.
• To oversee the successful delivery and above budget performance of all Memberships at Ascot assets.
• To work with the Senior Membership Manager to control cost lines for Memberships and report on budget performance.
• To provide financial reports to the Senior Membership Manager and Head of Memberships for Membership areas.
• To continually strive to seek new ideas and develop membership propositions and benefits, including the annual events programme for Membership propositions.
• Identify and improve both customer and office processes to drive efficiencies.
• Collaborate with the Marketing team to develop and deliver integrated communication and marketing plans that effectively engage existing Members and promote all Membership propositions to new Members.
• To oversee the management of the most efficient processes for the purchase and fulfilment of Membership admissions, both annual and daily.
• To deliver the smooth running of all Membership areas and propositions on Ascot Racedays.
• To ensure a high retention level of membership groups through regular engagement and satisfaction.
• Develop pipelines for all membership groups and continue to grow the membership base.
• Support the development and roll out of Dynamics systems for Membership groups, to improve the customer journey.
• Working with the Membership Executive, oversee the effective day‑to‑day management and delivery of the 18|25 and Colts & Fillies Memberships, ensuring a high‑quality member experience and smooth operational execution in order to maximise growth of these Membership groups.
• Lead and oversee the end‑to‑end Membership renewal process for Membership categories, including RARC. Responsibilities include, but are not limited to, contributing to budget setting, drafting and managing renewal communications, monitoring renewal status to support accurate forecasting, ensuring all systems are correctly configured, and responding to member queries as required.
• Oversee and deliver all administrative duties as required.
• Ensure all Club Members’ communication is responded to in a timely manner, phone and email answering, response to written communication.
• Produce and deliver timely pre‑raceday communications to Club Members, alongside ad hoc updates and targeted messaging as required.
• Oversee the maintenance of the Club’s database, Members’ information and attendance data across all systems.
• Liaise with Accounts department regarding non‑payment or chasing of invoices.
• Provide up‑to‑date financial reports and flag any non‑payments.
• Assist with the management of stock control and orders (including print collateral, catering, floral) and oversee Purchase Order and Invoicing process closely with Accounts department/ Membership Executive.
• Coordinate the development, fulfilment and dispatch of the Annual Membership packs.
• Arrange and attend, in collaboration with Highclere Thoroughbred Racing, the annual stable visits and away racedays when RARC horses are running, and the Club’s annual Parade of Horses.
• Attend and host all Ascot racedays in the Clubrooms including at the Royal Meeting.
• Identify and deliver a planned programme of Member events beyond racedays, including the annual Club event, annual wine tastings, and additional ad hoc events throughout the year.
• Organise the Club’s Annual Members Meeting and Committee Meetings each year.

Skills and experience you can bring

• Working knowledge of Excel, Outlook and database systems.
• A high level of attention to detail.
• Excellent oral and written communication skills at all levels and specifically with VIP and high net worth individuals.
• An interest in racing and knowledge of the racing industry.
• Committed to raising the standard in every aspect of working life.
• Ability to work in an open office environment and become a key team member.
• Proactive and able to work independently on projects and use own initiative.
• Self‑motivated with a desire to get the job done and on time.
• An understanding of the Ascot brand.
• To continuously demonstrate The Ascot Way and acts as a role model through demonstrating the values; Elegant, Uplifting, Authentic.
• Proven experience managing and developing team members.