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- Tasks: Engage with members to manage resignations and renewals, ensuring they feel valued and heard.
- Company: Join Soho House, a vibrant community for creatives in hospitality and lifestyle.
- Benefits: Enjoy global discounts, health care, pension schemes, and unique team events.
- Why this job: Make a real impact by enhancing member experiences and driving retention.
- Qualifications: 3+ years in customer service or sales, with strong communication and relationship-building skills.
- Other info: Dynamic role with opportunities for personal growth and community engagement.
The predicted salary is between 36000 - 60000 £ per year.
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 Member Success Coordinator plays a key role in strengthening member relationships and driving retention at Soho House. This role is primarily responsible for managing all membership resignation and renewal requests, approaching each interaction with a proactive, positive, and sales-driven mindset. The ideal candidate is highly personable, solutions-oriented, and confident in articulating the value of Soho House membership. They will work closely with internal teams to address member concerns, identify opportunities to re-engage, and convert potential resignations into successful renewals—ensuring members feel heard, valued, and excited to remain part of the community.
Main Duties:
- Act as the primary point of contact for all membership resignation, renewal, and retention-related enquiries.
- Proactively engage members considering resignation by phone and email to understand motivations, address concerns, and present tailored solutions.
- Confidently communicate the value, benefits, and evolving offerings of Soho House to encourage renewals.
- Use a consultative, sales-driven approach to convert potential resignations into successful renewals or downgrades/freezes where appropriate.
- Build positive, trust-based relationships with members through empathetic, high-touch communication.
- Identify trends and recurring feedback from resignation requests and share insights with leadership.
- Collaborate closely with Membership, Finance, and House teams to resolve issues impacting member satisfaction.
- Accurately process renewals, cancellations, freezes, and account updates within Salesforce.
- Maintain detailed and up-to-date records of member interactions and outcomes, as per departmental SOPs.
- Follow up with members post-resolution to reinforce relationships and ensure satisfaction.
- Meet or exceed individual and team retention and renewal targets.
Requirements/Qualifications:
- 3+ years’ experience in customer service, member relations, sales, or account management (hospitality or luxury lifestyle brands preferred).
- Strong sales and persuasion skills, with the ability to confidently handle objections and influence positive outcomes.
- Demonstrated success in retention, renewals, upselling, or relationship-based sales.
- Exceptional verbal and written communication skills with a warm, professional, and personable approach.
- High emotional intelligence with the ability to empathise, listen actively, and respond thoughtfully to member concerns.
- Ability to maintain a positive, solutions-focused attitude when managing sensitive, high-stakes conversations or complaints.
- Strong organisational and time-management skills, with the ability to manage high volumes of requests efficiently.
- Detail-oriented with experience accurately updating CRM or membership management systems (Salesforce experience preferred).
- Target-driven mindset with the ability to work toward individual and team KPIs.
- Comfortable working cross-functionally with internal teams to resolve issues and improve member experience.
- Ability to adapt communication style to different member profiles and situations.
- Discretion and professionalism when handling confidential member information.
- Passion for hospitality, lifestyle brands, and delivering elevated, personalised service.
- Flexibility to work varied schedules as needed in a dynamic, member-focused environment.
Benefits:
- Discounts at Soho House globally, as well as Soho Home and Cowshed.
- Soho Friends 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.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Management and Manufacturing
Industries: Hospitality
Member Success Coordinator, Resignations & Renewals employer: Soho House & Co.
Contact Detail:
Soho House & Co. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Member Success Coordinator, Resignations & Renewals
✨Tip Number 1
Get to know the company inside out! Research Soho House's values, culture, and offerings. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice your communication skills! Since this role is all about building relationships, make sure you can articulate your thoughts clearly and confidently. Role-play with a friend or record yourself to improve.
✨Tip Number 3
Be proactive in your outreach! If you get the chance to connect with someone from Soho House, don’t hesitate to reach out. Show them your enthusiasm for the Member Success Coordinator role and how you can contribute.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team and ready to dive into the member-focused environment.
We think you need these skills to ace Member Success Coordinator, Resignations & Renewals
Some tips for your application 🫡
Show Your Personality: When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to inject a bit of warmth and enthusiasm into your words. Remember, this role is all about building relationships, so show us how you connect with others.
Tailor Your Application: Make sure to tailor your application specifically for the Member Success Coordinator role. Highlight your experience in customer service and sales, and how it relates to member retention and renewals. We love seeing candidates who understand our mission and can articulate how they fit into it!
Be Solutions-Oriented: In your written application, emphasise your solutions-oriented mindset. Share examples of how you've successfully handled objections or turned around difficult situations in the past. This will show us that you’re ready to tackle the challenges of member resignations and renewals head-on!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at Soho House & Co before you hit send!
How to prepare for a job interview at Soho House & Co.
✨Know Your Stuff
Before the interview, dive deep into Soho House's values, offerings, and member experience. Familiarise yourself with their unique selling points and think about how you can articulate these during your conversation. This will show that you're genuinely interested and prepared.
✨Showcase Your People Skills
As a Member Success Coordinator, you'll need to demonstrate your ability to build relationships. Prepare examples of how you've successfully engaged with customers in the past, especially in challenging situations. Highlight your emotional intelligence and how it helped you turn potential resignations into renewals.
✨Be Solutions-Oriented
Think about common reasons members might consider resigning and prepare tailored solutions for each scenario. During the interview, express your proactive approach to problem-solving and how you would address member concerns effectively, ensuring they feel valued and heard.
✨Practice Your Sales Pitch
Since this role requires a sales-driven mindset, practice how you would confidently communicate the value of Soho House membership. Role-play scenarios where you handle objections or present benefits, so you can showcase your persuasive skills during the interview.
