Member Experience Manager, London Soho Customer Support London, London View Role

Soho House & Co is a collection of members' clubs, restaurants, hotels and cinemas, catering to those in the film, media, fashion and creative industries.

The company has unique ventures throughout the UK, USA, Canada, Europe and Asia, with new openings planned globally.

The Role…

We are seeking a passionate, service-driven individual to join our Soho Support Team and work closely with Member Relations as Member Experience Manager for London.

You will be responsible for building meaningful, long-term relationships with Soho House’s most engaged, high-spending and high-profile members, while driving measurable commercial impact.

Based in our London Support Office, you will create and lead a highly personalised, concierge-style engagement programme designed to increase member loyalty, engagement, and lifetime value.

This role requires a highly self-sufficient and proactive individual who can independently shape strategy, execute at pace, and deliver against clearly defined KPIs and milestones.

Balancing creativity with commercial awareness, the Member Experience Manager will anticipate member needs, drive engagement and unlock revenue opportunities through thoughtful communication, and personal, intuitive experiences that can only be found at Soho House.

The Member Experience Manager will work closely with the Chief Membership Relations Officer, Head of Member Relations and Group Support Director, and in partnership with Group Membership, Support and Operations Teams globally.

Key Responsibilities

• Design, launch, and continuously evolve a bespoke, proactive concierge-style programme for high-spending and high-profile members.
• Own and drive a clear commercial strategy focused on increasing engagement, retention, frequency of use, and overall member spend.
• In partnership with House, Membership, Events, Programming, and Data & Commercial teams, design and deliver proactive outreach strategy for high profile members to showcase upcoming events, benefits and exclusive offers.
• Define, track, and deliver against set KPIs and milestones, including engagement, retention, spend, and satisfaction.

Using data, insight, and member behaviour to inform strategy, prioritise actions, and measure success.

• In partnership with Chief Membership Relations Officer and Group Support Director continually review and support evolve internal processes to improve service efficiency, consistency, and member satisfaction across our Houses.
• Provide regular and ad hoc reports summarising member feedback and key metrics, reviewing prior progress and success, suggesting and implementing resultant corresponding actions.
• BAU Tasks
• Act as primary and dedicated concierge liaison for high-profile members in (London), managing all requests with fast action, a solution driven approach and high attention to detail.
• Proactively build and maintain trusted relationships with key members, acting as a senior point of contact and brand ambassador.
• Work closely with Membership, Events, Bedrooms and Operations teams globally to ensure successful end to end fulfilment of all member requests, anticipating needs and developing clear guidelines to ensure we consistently deliver service above and beyond expectation.
• Work independently with a high level of ownership, accountability, and pace, while collaborating effectively with House and central teams.
• Build and maintain strong relationships across all Houses and Operations Teams globally to ensure there is a globally consistent approach to servicing all high-profile members and a responsive, closed feedback loop to support ongoing engagement, satisfaction, loyalty and retention.
• Support in building and maintaining detailed and personalised member profiles to increase engagement and spend.

Maintaining accurate records of member activity and service interactions in CRM systems.

• Ensure the highest standards of discretion, professionalism, and hospitality when engaging high-profile members.
• Act as a voice of the member internally, sharing insights that influence programming, experiences, and commercial initiatives.
• Be commercially aware and able to offer recommendations on services. Keeping up to date with all events, promotions and special offers across the business globally.
• Represent the Soho House brand and values in every interaction.

Requirements/ Qualifications

• 2+ years’ experience within private members' clubs, luxury hospitality, concierge services, or membership-based environments.
• Exceptional interpersonal, relationship building and communication skills, both written and verbal.
• Naturally warm, intuitive, and discreet, with the ability to engage high-spending and high-profile members authentically.
• Commercially minded, with a track record of driving revenue through relationship management.
• Confident setting priorities, building plans, and delivering against clear objectives and timelines.
• Data-literate, with experience tracking KPIs and translating insight into action.
• Tech-savvy, with experience of using CRM (ideally Salesforce), and loyalty programme platforms.
• Proficient in using hospitality management tools and software including Opera, Open Table and GEM.
• Excellent time management and problem-solving skills. With the ability to collaborate cross-functionally with other departments.
• Highly organised, detail-oriented, with proven ability of managing multiple tasks and priorities under pressure, while remaining calm and composed.
• Proactive and solution driven mindset with the ability to anticipate needs and act with discretion and urgency.
• Strong understanding of global concierge services and loyalty programmes.
• Passionate about the Soho House ethos and creating unforgettable experiences for our members.

Soho House offers competitive compensation packages that feature global benefits and perks.

Whether you’re seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to grow your career.

• Discounts at Soho House globally, as well as Soho Home and Cowshed
• Every House Membership
• Enhanced Pension Scheme
• Private Health and Dental Care
• Cycle to Work Scheme/Season Ticket Loan
• In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice.
• Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate.
• Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.
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