At a Glance
- Tasks: Build meaningful relationships with high-profile members and drive engagement strategies.
- Company: Join Soho House, a vibrant and inclusive employer in the heart of London.
- Benefits: Enjoy competitive pay, global discounts, health care, and unique team events.
- Other info: Be part of a supportive team that values creativity and personal growth.
- Why this job: Make a real impact by enhancing member experiences in a dynamic environment.
- Qualifications: 2+ years in relationship management with a focus on high-value clients.
This job is with Soho House, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
We are seeking a passionate, service-driven individual to join our Soho Support Team and work closely with Member Relations as Member Engagement Manager (Accounts 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 Engagement Manager (Accounts 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 Engagement Manager (Accounts 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..
Strategy
- 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:
- High-touch relationship or account management focusing on high-value clientele ( 2+ years)
- Experience in driving loyalty, retention, engagement, and revenue (customer life cycle)
- Marketing / strategic outreach experience
- Reporting and customer trend tracking
- Experience working in a global / multi-property environment with a wide client-base
Benefits..
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.
Member Engagement Manager (Accounts Manager), London employer: Soho House
Soho House in Manchester is an exceptional employer, offering a vibrant work culture where creativity and service excellence thrive. With benefits like weekly pay, health plans, and ongoing training opportunities, employees are encouraged to grow their skills and advance their careers while enjoying the unique atmosphere of one of the city's most stylish venues.
StudySmarter Expert Advice🤫
We think this is how you could land Member Engagement Manager (Accounts Manager), London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Soho House. 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 Soho House 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 Member Engagement Manager (Accounts Manager), 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 Soho House:Your cover letter is your chance to shine! Tell us why you want to work at Soho House 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 Soho House!
How to prepare for a job interview at Soho House
✨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.
