Membership onboarding and management
· Own the onboarding process for all new members, ensuring a smooth, premium experience from point of sale through to active membership.
· Set up and maintain accurate membership records in the membership management system, ensuring all details and access are correct.
· Work closely with Golf Operations, Academy, Leisure and Racquets teams to ensure members receive consistent, high-quality service throughout their journey.
Renewals
Manage the renewals process end-to-end: planning, communications, follow-up and completion on time.
- Manage membership billing and payments in line with company procedures, working closely with Finance on accuracy and outstanding balances.
Relationships, retention and upgrades
Be a key point of contact for members, handling queries and following issues through to resolution.
- Keep members engaged throughout the year through planned communication and touchpoints.
- Proactively spot upgrade/upsell opportunities and act on them in line with the membership offer.
Member events
Plan and deliver a calendar of member social events and engagement activity.
- Coordinate with Operations and F&B to ensure events are well organised, well communicated and delivered to a high standard.
- Gather feedback to improve participation and member satisfaction.
Systems, reporting and standards
Keep membership records accurate across all systems (CRM/membership management systems and billing records).
- Provide regular reporting on membership numbers, renewals, upgrades and engagement.
- Handle member data responsibly and in line with GDPR and confidentiality requirements.
