At a Glance
- Tasks: Lead member success operations and drive growth for Mayfair International Realty.
- Company: Join a prestigious network of luxury real estate agents across the globe.
- Benefits: Competitive salary, career development, and a dynamic work environment.
- Other info: Opportunity for travel and working in a vibrant London office.
- Why this job: Make a real impact in member retention and success while collaborating with global teams.
- Qualifications: 5+ years in Member/Customer Success with strong communication and operational skills.
The predicted salary is between 36000 - 60000 € per year.
Job Description
Role Summary
The Senior Manager, Member Success, is responsible for leading day-to-day member success operations for Mayfair International Realty. This role focuses on member retention, ARPA (Average Revenue Per Account) growth, and program adoption across the Mayfair affiliate portfolio. The Senior Manager serves as the primary relationship lead for London-based members, coordinates closely with the Mayfair Office Gallery Manager for gallery and office execution, and aligns with the Global Member Success and Growth teams across the broader organization.
Key Responsibilities
Member Portfolio Management
- Serve as the main relationship lead for Mayfair affiliates.
- Conduct regular check-ins, quarterly business reviews (QBRs), and develop success plans.
- Drive ARPA by identifying upsell and cross-sell opportunities across programs (syndication, marketing, events, Destinations).
- Monitor member health scores, risk signals, and renewal likelihood; own mitigation plans and manage executive escalations.
Onboarding, Adoption & Renewals
- Oversee onboarding and offboarding processes for Mayfair affiliates, ensuring data completeness and smooth transitions.
- Develop adoption playbooks for key services (listing syndication, PR/comms, marketing assets).
- Manage the renewal calendar and exclusivity maps; coordinate pricing, terms, and agreement routing with VP, Global Business Development.
Programs, Marketing & Events (London Hub)
- Partner with Communications/Marketing on case studies, PR opportunities, and member spotlights.
- Coordinate with the Mayfair Office Gallery Manager on gallery activations, developer showcases, and member events (invitations, displays, collateral, attendance).
- Align event-driven outreach and follow-ups with Growth and Member Success teams.
Operations, Data & Reporting
- Enforce CRM hygiene (accounts/contacts, activities, next steps, health, forecast) and maintain TEAMS/SharePoint structure for Mayfair.
- maintain TEAMS/SharePoint structure for Mayfair.
- Maintain accurate pipeline and renewal forecasts, as well as portfolio dashboards (retention, ARPA, adoption, onboarding time).
- Standardize SOPs, templates, and member communications.
Cross-Functional Alignment
- Coordinate handoffs from Growth (new joins) to program owners (Destinations).
- Contribute Mayfair insights to global strategy and participate in regional coverage planning.
Company Overview
Mayfair Office is a UK-wide network of independent real estate brokers representing a foremost group of luxury real estate agents in England, Scotland, Wales, and Ireland. In 2005, Mayfair expanded to North America as Mayfair International Realty, and today members can be found across the globe.
Mayfair is part of a larger organization, which consists of Leading Real Estate Companies of the World® including Luxury Portfolio International®, Destinations by LeadingRE®, RELO Direct®, Leading Real Estate Companies of the World International Limited®, and Aventure National Realty Network®.
Experience
- 5+ years in Member/Customer Success, Partner Management, or Account Management; real estate or premium network experience preferred.
- Demonstrated success in retention and expansion; confident leading executive-level QBRs and renewal conversations.
Skills
- Strong operational rigor: CRM discipline (HubSpot), renewal tracking, SOPs, and data accuracy.
- Excellent written and verbal communication; native-level English required, additional languages a plus.
- Experience in event and program coordination; comfortable collaborating with marketing/PR.
- Familiarity with e-signature workflows and contract routing; high standards for compliance (GDPR/PECR).
- Collaborative leader able to influence without direct authority across global, cross-brand teams.
Success Metrics
- Retention rate and ARPA growth across the Mayfair portfolio.
- Adoption of priority programs; reduced onboarding time.
- Forecast accuracy for renewals and expansions; CRM/TEAMS data completeness.
- Executive satisfaction (MPS Member Pulse Score) and effectiveness of QBRs.
Work Location
- This position is based in our office in Mayfair, London
- Some travel required
Senior Manager, Member Success in London employer: Mayfair International Realty
Mayfair International Realty is an exceptional employer that prioritises member success and fosters a collaborative work culture in the heart of London. With a strong focus on employee growth, we offer opportunities for professional development through regular training and engagement with global teams, ensuring that our staff are well-equipped to drive member retention and satisfaction. Our vibrant office environment, coupled with unique networking events and a commitment to excellence, makes Mayfair a rewarding place to build a meaningful career.
Contact Detail:
Mayfair International Realty Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager, Member Success in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the real estate industry. Attend events, join online forums, and don’t be shy about reaching out to current or former employees at Mayfair International Realty. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Showcase your success stories! When you get the chance to chat with potential employers, share specific examples of how you've driven member retention or ARPA growth in your previous roles. Numbers speak volumes, so bring those stats to the table!
✨Tip Number 3
Prepare for those QBRs! Since this role involves leading executive-level conversations, practice articulating your strategies and successes clearly. Mock interviews with friends or mentors can help you nail down your delivery and boost your confidence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in being part of the Mayfair team. Let’s make it happen together!
We think you need these skills to ace Senior Manager, Member Success in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior Manager, Member Success role. Highlight your experience in member/customer success and any relevant achievements that align with the job description. We want to see how you can bring value to our team!
Showcase Your Communication Skills:Since excellent written and verbal communication is key for this role, ensure your application reflects this. Use clear, concise language and make sure there are no typos or grammatical errors. We love a polished application!
Demonstrate Your Operational Rigor:Highlight your experience with CRM systems and data management in your application. Mention specific tools you've used, like HubSpot, and any processes you've implemented to improve efficiency. We appreciate candidates who can keep things organised!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts!
How to prepare for a job interview at Mayfair International Realty
✨Know Your Member Success Metrics
Before the interview, brush up on key metrics related to member success, like retention rates and ARPA growth. Be ready to discuss how you've successfully managed these in your previous roles, as this will show your understanding of the position's core responsibilities.
✨Showcase Your Relationship Management Skills
Prepare examples that highlight your experience in managing relationships with clients or partners. Think about specific instances where you conducted QBRs or developed success plans, and be ready to share how you drove member satisfaction and engagement.
✨Familiarise Yourself with CRM Tools
Since strong operational rigor is crucial for this role, make sure you're comfortable discussing your experience with CRM systems like HubSpot. Be prepared to explain how you've maintained data accuracy and tracked renewals in past positions.
✨Align with Company Values
Research Mayfair International Realty and its values. During the interview, express how your personal values align with theirs, especially regarding collaboration and member success. This will demonstrate your commitment to contributing positively to their team culture.
