Memberships Manager in London

Role Overview

The Membership Manager plays a critical role within the Memberships team, leading the acquisition, engagement and retention of members across Little Emperors' membership programmes. Responsible for identifying new acquisition opportunities, developing strategic partnerships and delivering an exceptional member experience, the role works closely with the Marketing team and wider business to grow the membership base, strengthen retention and continually evolve the membership proposition.

Key Responsibilities

• 1. Membership Growth & Acquisition
• Own the member acquisition strategy for Little Emperors, identifying and developing new acquisition channels, partnerships and opportunities that drive sustainable membership growth while protecting the exclusivity and value of the membership proposition.
• Identify, develop and secure strategic acquisition partnerships with organisations and communities that align with the Little Emperors brand, ensuring the right membership offering is matched to the right audience while protecting the exclusivity and value of the membership proposition.
• Build and manage strong relationships with acquisition partners, developing engagement strategies that keep partners informed, engaged and consistently generating high-quality member referrals.
• Support the development, launch and growth of new membership initiatives and acquisition channels, helping to shape their proposition, engagement strategy and long-term success.
• Generate, nuture and convert prospective members across both strategic partnerships and direct membership enquiries, delivering an exceptional onboarding experience from first interaction through to membership.
• Work with the Marketing Director and CRM Manager to develop acquisition campaigns, messaging and initiatives that strengthen the membership proposition and drive commercial growth.
• Continuously identify new acquisition opportunities, partnerships and audience segments that support sustainable membership growth while maintaining the premium positioning of Little Emperors.
• Deliver monthly and quarterly membership acquisition targets, monitoring pipeline performance and conversion metrics to provide regular reporting and recommendations to the Head of Memberships.
• 2. Member Engagement & Retention
• Act as a key point of contact for member feedback, identifying trends and opportunities for improvement and sharing this with the wider team.
• Work with the marketing team to create retention campaigns, including lifecycle communications and exclusive member activity.
• Measure member satisfaction, engagement and retention, implementing improvements where required.
• Identify members who may be disengaging and implement retention strategies.
• Work cross-functionally to ensure members consistently receive a premium experience.
• Ensure the CRM is maintained with accurate member information, supporting effective member engagement, relationship management and retention.
• 3. Membership Strategy & Programme Development
• Continually review and evolve the membership proposition to ensure it remains competitive and relevant.
• Research industry trends and competitor membership programmes to identify new opportunities.
• Develop new member benefits, partnerships and exclusive offers that increase perceived value.
• Support, mentor and manage the Memberships Specialist providing clear direction, feedback and day-to-day guidance to ensure high quality delivery and performance.
• Track membership KPIs, analysing performance and making recommendations for continuous improvement.
• What We Are Looking For
• Experience in membership, partnerships, business development, account management or commercial relationship management, ideally within luxury travel, hospitality, private clubs or another premium brand.
• A proven track record of driving customer or member acquisition through strategic partnerships, networking and relationship building.
• Experience developing and managing long-term commercial relationships that deliver measurable business growth.
• Strong commercial awareness, with the ability to identify new opportunities and match the right proposition to the right audience.
• Experience developing initiatives that improve customer or member engagement, retention and loyalty.
• Confident collaborating with marketing and cross-functional teams to deliver acquisition and retention campaigns.
• Excellent communication, negotiation and influencing skills, with the ability to build trusted relationships with a wide range of stakeholders.
• A warm, personal approach to member engagement: helpful, never pushy
• Highly organised, with strong project management skills and the ability to manage multiple priorities simultaneously.
• Comfortable using CRM systems and performance data to monitor success, identify trends and make recommendations.
• Experience managing or mentoring others, providing clear direction and support to help individuals perform at their best.
• Passion for delivering exceptional customer experiences and an understanding of the expectations of affluent and discerning audiences.
• Please note this role is office based 4 days a week and one day working from home
• Company Description

Founded in 2009, Little Emperors is a private luxury travel club connecting travellers and independent advisors with the world's finest hotels, experiences and journeys.

Travellers access the lowest available rates and real benefits like complimentary breakfast, room upgrades and hotel credits, through an intuitive platform and a team of travel experts available by phone, Whats App or email, day or night.

Independent advisors join through My LER, an invite-only programme giving them the tools, relationships and commercial terms to build a successful luxury travel business.