Membership Systems Coordinator

About Estelle

Estelle is a community created for those unconstrained by thoughts of status; here for the rare luxury of being present, in the places we return to, the moments we share, and the rituals we keep.

Maison Estelle is a private members’ club located in Mayfair, London, set in a Grade I listed Georgian townhouse. It features multiple dining experiences, bars, and nightlife spaces, creating a unique community atmosphere.

Celeste is a new addition to the Estelle community in Notting Hill, offering a public Italian American restaurant, a bar inspired by Tokyo, and a members-only izakaya-style restaurant, with a focus on personalised service and community engagement.

This role supports technology across both of our central London properties and colleagues within the wider group.

The Role

As our Membership Systems Coordinator, you’ll keep our membership data, renewals and reporting accurate and up to date, and be a reliable point of contact for members’ admin queries.

This is a detail-driven, analytical role. You’ll spend much of your day in the CRM, Excel and pivot tables: running the renewals cycle, managing direct debits and payment admin, and producing the reports the department uses to understand membership figures and trends. You’ll also support the wider team with calls, queries, enrolment and issue resolution. You’ll be the person the team trusts to get the details right.

Working closely with the Membership team and your Estelle Manor counterpart, you’ll bring structure, accuracy and calm organisation to a busy department.

Key Accountabilities

Reporting & Data

• Use our CRM platform confidently to handle data, track membership trends and behaviour, and prepare reports.

• Maintain accurate records, track membership figures and coordinate with the wider team.

• Produce regular membership reports using Excel and pivot tables, flagging anomalies or trends to the Group Membership Director and Membership Projects Director and Executive team when required.

Renewals & Payments

• Oversee and action the renewals process, including resignations, rate increases, monthly direct debit payments and refunds.

• Chase failed membership payments.

Member Queries & Issues

• Respond to or escalate all emails within 24 hours of receipt.

• Answer phone calls, book meetings and respond to member questions or queries, making sure all follow-up is carried out promptly.

• Deal with member complaints when required.

• Make sure any issues are dealt with immediately and seen through to conclusion, logged accurately and promptly followed up.

Departmental Support

• Assist with membership administration across both sites and provide overall departmental support.

• Assist with weekly enrolling when needed.

• Be an ambassador for Maison Estelle who embodies our values, both at work and outside it.

• Perform any other duties as required.

What We’re Looking For

Experience & Expertise

• Experience in a membership, data, finance or administration role where accuracy and reporting were central to the job.

• Experience managing renewals, subscriptions, direct debits or recurring payments.

• Experience using a CRM or membership database, ideally in a private members’ club, hospitality, leisure or subscription business.

Technical Skills

• Strong Excel skills, including pivot tables, VLOOKUP/XLOOKUP, filters and data formatting.

• Confident handling large datasets and turning them into clear, accurate reports.

• Comfortable learning new systems quickly and getting the most out of them.

Style & Mindset

• Analytical and numerate, with exceptional attention to detail. You notice when something doesn’t add up.

• Methodical and organised, able to manage recurring deadlines such as month-end and renewal cycles.

• A clear, courteous communicator on the phone and in writing, able to handle queries and complaints calmly.

Personal Qualities

• Proactive, reliable and calm under pressure.

• Sound judgement and discretion when handling confidential member and financial information.

• Curious and keen to keep improving how things are done.

Desirable

• Experience with membership CRM platforms or direct debit providers (e.g. GoCardless, Bacs).

• Advanced Excel or data reporting qualifications.

Equal Opportunities
Estelle is committed to building a diverse and inclusive team and welcomes applications from all qualified candidates regardless of background.

What’s In It For You

• Your birthday day off

• 28 days’ holiday, inclusive of bank holidays, increasing with length of service

• Pension, life assurance and health cash plan

• Delicious meals on duty

• Exclusive staff rates and F&B discounts across the group

• Generous recommend-a-friend bonus scheme

• Team socials, celebrations and recognition throughout the year

• Learning and development, including support towards relevant training such as Excel and systems courses.