At a Glance
- Tasks: Manage member experiences, coordinate events, and drive membership growth in a vibrant community.
- Company: Empowering organisation for senior women executives with a global presence.
- Benefits: Competitive salary, performance bonuses, and opportunities for professional development.
- Other info: Flexible working hours with occasional evening events and a focus on inclusivity.
- Why this job: Join a dynamic team dedicated to supporting women in leadership and making impactful connections.
- Qualifications: Experience in membership, hospitality, or events with strong relationship-building skills.
Our client, an exclusive membership organisation for senior women executives, is seeking a highly personable and organised Member Experience Manager to deliver an exceptional member journey while driving engagement, retention and membership growth. This is a permanent, full-time position based in central London, offering £50,000 - £70,000 DOE + 20% bonus where KPIs are exceeded by 30%. The successful candidate will be responsible for building strong relationships with an influential community of senior executives, CEOs and board members, while ensuring the smooth delivery of an exceptional membership experience.
About Us
Our client is dedicated to empowering women in leadership and creating meaningful opportunities for senior executives to develop, connect and progress. Founded in 2021, the organisation has rapidly expanded internationally, with exclusive clubhouses across Europe and the US. Members benefit from executive education, coaching, networking, leadership events and access to an exceptional global community.
Role Purpose
The Member Experience Manager will own the member journey from onboarding through to ongoing engagement and renewal. This is a hands-on role combining member relationship management, events, clubhouse operations, retention and membership growth. You will be a key ambassador for the organisation, ensuring members receive a consistently warm, discreet and highly personalised experience.
Key Responsibilities
- Member Experience & Retention: Own the end-to-end member journey, from onboarding through to renewal. Build strong, trusted relationships with senior members and act as their key point of contact. Monitor engagement and proactively reconnect with less-engaged members. Drive member satisfaction, participation and retention through meaningful touchpoints and initiatives. Manage the renewal process and work towards agreed retention targets.
- Events & Clubhouse: Coordinate and deliver a varied calendar of exclusive events, workshops, coaching sessions, dinners and educational programmes. Manage event logistics, communications, registrations and follow-up. Act as the key on-site contact for members, speakers and guests. Ensure the London clubhouse is always welcoming, organised and reflective of the premium membership experience. Coordinate suppliers and other operational requirements as needed.
- Membership Growth: Support the growth of the London membership community, with a target of 10 new members per year. Identify prospective members through referrals, events, networks and the existing community. Build relationships with prospective members and communicate the value of the membership. Work closely with the wider sales team to support successful conversion.
- Administration: Maintain accurate member records, documentation and digital content. Coordinate membership administration, event registrations and member communications. Ensure information relating to members, engagement, events and renewals is accurately maintained and communicated internally.
Success Metrics (KPIs)
- Member Retention: Minimum 75% annual retention
- Event Participation: Minimum 25% member participation per event
- Membership Growth: Minimum 10 new members per year
- Consistently high-quality delivery of the member and clubhouse experience
Candidate Profile
- Experience within membership, hospitality, luxury, events, customer experience or another high-touch environment.
- Exceptional relationship-building and communication skills, with confidence engaging with senior executives and C-suite stakeholders.
- Highly organised and detail-oriented, with the ability to manage multiple priorities and events.
- A warm, polished and discreet approach with a genuine passion for delivering outstanding service.
- Commercially aware, with the confidence to identify and develop membership opportunities.
- Hands-on, proactive and solutions-focused, with an entrepreneurial mindset.
- Comfortable working in a fast-paced, growing international organisation.
- Flexibility to work occasional evening events, typically between 4pm and 8pm.
- A genuine interest in supporting women in leadership.
This is an exciting opportunity to join a rapidly growing international organisation, working directly with an exceptional community of senior women executives and playing a key role in delivering their London member experience.
Memberships Experience Manager in City of London employer: Office Angels
As a School Receptionist in Stevenage, you will be part of a vibrant educational community that prioritises a positive learning environment for students. Our commitment to employee growth is reflected in our supportive work culture, where your contributions are valued and recognised, and opportunities for professional development are readily available. Join us to make a meaningful impact while enjoying a competitive hourly rate and a fulfilling role within a dedicated team.
StudySmarter Expert Advice🤫
We think this is how you could land Memberships Experience Manager in City of London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Office Angels. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Office Angels before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Memberships Experience Manager in City of London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Office Angels:Your cover letter is your chance to shine! Tell us why you want to work at Office Angels specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Office Angels!
How to prepare for a job interview at Office Angels
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
