Membership Manager in London

A modern luxury wellness brand, recognised by leading lifestyle and business publications, is seeking an exceptional Membership Manager to lead the member experience and become the face of the business for both existing and prospective members. Combining world-class fitness, recovery, nutrition and community experiences within beautifully designed spaces, the business is continuing its exciting growth journey with further international expansion underway. This is a highly visible role responsible for delivering best-in-class hospitality, driving membership growth and cultivating a thriving member community.

The Basics:

• Salary: £45-50k + OTE
• Hours: Full-time (40 hours per week)
• Location: West London, 5 days on-site
• Reporting to: Senior Leadership Team

The Role:

The Membership Manager will own the complete member journey, from the first enquiry through to long-term retention. The successful candidate will combine outstanding hospitality with strong commercial acumen, ensuring every member receives a seamless, personalised and luxury experience while contributing to the continued growth of the business. Working closely with the leadership team, instructors and front-of-house team, the Membership Manager will ensure every touchpoint reflects the brand's premium positioning.

Membership Sales + Business Development:

• Own the end-to-end membership journey, from initial enquiry and studio tour through to conversion, onboarding and long-term engagement.
• Deliver personalised membership consultations that showcase the brand's unique offering and premium experience.
• Proactively manage and nurture all sales enquiries, trial guests and prospective members to maximise conversion.
• Build and maintain a healthy sales pipeline, identifying opportunities through referrals, local partnerships, networking and community outreach.
• Achieve and exceed monthly membership sales, retention and revenue targets.
• Identify opportunities to upsell memberships, treatments and additional services where appropriate.
• Monitor sales performance, conversion rates and member trends, providing regular reporting and recommendations to drive continued growth.

Membership Experience + Retention:

• Build genuine, long-term relationships with members, creating a personalised experience that reflects the brand's luxury positioning.
• Develop and implement onboarding journeys that encourage long-term engagement from day one.
• Monitor member engagement and proactively identify opportunities to improve retention.
• Deliver personalised retention initiatives and member outreach to increase loyalty and lifetime value.
• Gather member feedback and use insights to continually enhance the member experience.
• Develop referral and ambassador programmes that encourage advocacy and sustainable membership growth.

Community + Partnerships:

• Work with the Marketing team to develop and deliver an annual calendar of authentic, on-brand community events that strengthen member engagement and foster a sense of belonging.
• Organise member socials, wellness workshops and exclusive experiences that enhance the member journey.
• Build relationships with local businesses, luxury brands and strategic partners to create meaningful collaborations and drive new member acquisition.

Marketing + Member Communication:

• Collaborate closely with the Marketing team to support membership acquisition, retention and community engagement campaigns.
• Own the member brochure, ensuring it remains up to date, accurate and reflective of the evolving membership offering.
• Share member insights, feedback and emerging trends with the Marketing team to inform campaigns and content.
• Support the planning and promotion of member events, launches and seasonal initiatives.
• Ensure all member-facing communications are aligned with the brand's premium tone of voice and customer experience.

The Person:

We're looking for someone who genuinely enjoys looking after people, someone who notices the small details, thrives in a fast-paced environment and understands that true luxury is found in thoughtful, personalised service. You'll be commercially driven without ever compromising the member experience and excited by the opportunity to help shape the culture and community of one of London's most exciting luxury wellness businesses.

The ideal candidate will have:

• Experience in a premium fitness, wellness, luxury hospitality or lifestyle brand.
• A proven track record of achieving membership or sales targets.
• Exceptional relationship-building and communication skills.
• A naturally warm, confident and professional presence.
• Strong commercial awareness with a customer-first mindset.
• Outstanding organisational skills and attention to detail.
• The ability to anticipate member needs before they ask.
• Experience using CRM and booking systems.
• Flexibility to work some early mornings, evenings and occasional weekends (depending on business needs).

Success in this role is measured by:

• Growth in membership sales and conversion rates.
• Strong member retention and satisfaction.
• High attendance and engagement across community events.
• Increased referrals and member advocacy.
• Consistently exceptional member feedback.
• A welcoming, luxury studio environment where every member feels recognised and valued.

This is an incredible opportunity to join a brand that is redefining what wellness means!