Senior Account Manager

The Senior Account Manager is responsible for the quality, consistency and depth of every member relationship across the Soho House portfolio. This is achieved by managing a cohort of clients and leading a team of Account Managers with their own book of accounts. The cohort includes the highest leverage and most complex member relationships, which you will manage on a day‑to‑day basis. You will also be the escalation point for the team, set and maintain standards, and identify and communicate opportunities and trends across all accounts. You will filter and coordinate opportunities from across the business, supporting the team in fulfilling daily requests and requirements from global business units.

Member Relationship Management

• Serve as the primary point of contact for the most senior, complex and sensitive Soho House members, building trusted, long‑term personal relationships and ensuring a seamless transition from onboarding to ongoing account management.
• Own the full lifecycle of a member, from onboarding to advocacy across the business and retention of all members.
• Lead the full onboarding journey for new members, including needs assessment, profile creation and service orientation, and refine processes to elevate the member journey from day one.
• Oversee invoicing, billing accuracy and payment processing for all members, coordinating with Finance on reconciliations and reporting to ensure accurate and timely payments.
• Establish service standards and communication protocols tailored to each member, maintaining accurate records of preferences and service histories.
• Set the standard for member engagement, communication and retention, supporting the team to maintain this standard.
• Oversee the full member journey from onboarding to long‑term relationship, ensuring every touchpoint is personalised, proactive and discretionary.
• Anticipate member needs before they are expressed, partnering with Events, Partnerships and Operational teams to curate unique moments.
• Proactively invite and coordinate member participation in bespoke Soho House events, experiences and partnerships.
• Address escalations or complex requests with speed, professionalism and discretion from start to resolution.

Account Manager Team Leadership

• Lead and coordinate the team of Account Managers, providing structure, operational support and demonstrating service delivery standards.
• Implement service improvements by introducing clear SLAs and protocols, and a quality monitoring process to ensure consistent delivery.
• Drive the quality of the experience by representing members to Houses and ensuring services are delivered in accordance with operational protocol.
• Oversee workflow allocation, prioritisation, escalation handling and support with complex request fulfilment to ensure a seamless experience at every touchpoint.
• Handle high‑level escalations calmly and decisively, and employ associated learnings to prevent recurrence.
• Evaluate concierge team performance and implement service improvements or training initiatives where appropriate.
• Guide the team to act confidently without escalating everything, while knowing exactly when to involve leadership.

Operational Standards & Cross‑functional Collaboration

• Act as the interface between member needs and business operations, including Events, Partnerships and Operational teams.
• Collaborate with the Event Manager to manage event communications, analyse efficacy and implement service improvements.
• Work with Membership, Operations and Data teams globally to share member intelligence and deliver consistency across Houses.
• Lead the internal Soho House Ambassadors program to build a network of House‑level contacts delivering personalised experiences worldwide.
• Own all SOPs followed by the Account Management team, keeping them relevant and monitoring training needs.
• Oversee the allocation of budget associated with service delivery.
• Develop and oversee SLAs to support the highest impact member requests, including bedroom and event allocation.

Reporting, Insight & Performance

• Work with the Data team to build and maintain a reporting framework covering member satisfaction, engagement, spend, response times and service quality.
• Translate data into insight by presenting clear, actionable recommendations to senior leadership on what works and what needs change.
• Track the cohort of clients weekly to proactively anticipate churn and implement prevention strategies.
• Monitor potential churn within the team and provide weekly support to offset it.
• Report on team performance against KPIs weekly and monthly, recommending improvements for under‑performance.
• Report on monthly allocation of service benefits to members, revenue, visits and recommend further personalisation for the following month.

Success Metrics

• Member satisfaction and retention of high‑profile, highly engaged, high‑net‑worth members.
• Revenue generated from members.
• Member engagement with bespoke events and in‑house experiences.
• Timely and accurate completion of onboarding, invoicing and operational processes.
• Account Management team performance and adherence to service standards.
• Effective collaboration with Membership, Operations, Events, Partnerships and Data teams globally.
• Delivery of clear, actionable reporting on service performance and engagement.

Requirements / Qualifications

• 5+ years of experience within private members' clubs, luxury hospitality, concierge services or membership‑based environments.
• Demonstrated experience leading a service or account management team in a high‑expectation, relationship‑driven environment such as luxury hospitality or private members’ clubs.
• Experience managing senior HNW client relationships with a focus on authentic personal connections.
• Strong attention to detail and time‑management skills with the ability to maintain a high standard in a fast‑paced environment.
• Excellent problem‑solving skills, a proactive nature and the ability to collaborate cross‑functionally.
• Strong analytical and reporting capabilities with a data‑informed approach to service excellence.
• Exceptional communication, emotional intelligence and discretion.
• Highly organised, detail‑oriented, with proven ability to manage multiple tasks and priorities under pressure.
• Proactive, solution‑driven mindset with the ability to anticipate needs and act with discretion and urgency.
• Passion for luxury lifestyle, hospitality and delivering premium member experiences beyond standard concierge offerings.
• Tech‑savvy, with experience using CRM (ideally Salesforce) or loyalty programme platforms.
• Proficient in hospitality management tools and software including Opera, Open Table and GEM.
• Strong understanding of global concierge services and loyalty programs.
• Passionate about the Soho House ethos and creating unforgettable experiences for members.

Benefits

• Soho House offers competitive compensation packages that feature global benefits and perks.
• We offer training to develop technical and managerial skills necessary to grow your career.
• Annual Every House Membership.
• 50% off Food & Drink, seven days a week.
• Staff Room rates.
• Private Health and Dental Care.
• Weekly Pay.
• Life Assurance.
• Up to 50% staff discount on Cowshed & Soho Home.
• In‑office dog policy on Fridays.
• Season Ticket Loan.
• Christmas office closure.
• Paid day to support a charity of your choice through Soho Impact (2 days a year).
• Free counselling sessions.
• Cookhouse & House Tonic programmes – unique food and drink trainings, events and opportunities to inspire and educate.
• Continuous training to develop yourself personally and professionally.
• Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and more.
• Team events – from fitness sessions to cinema screenings and art classes; each month a series of fun events for you to sign up to.