Membership Manager in City of Westminster

Salary: £40,000 - £45,000

Working hours: 8:30 am - 17:30 pm.

Location: Central London.

We keep this role open on an ongoing basis to connect with great people. While timing may vary, we review every application carefully and will be in touch where there’s a strong fit.

Work. Life is a flex workspace provider for businesses that care about people. We believe that happy teams deliver measurable benefits for businesses. That’s why everything we do, from workspace design to delivering a best-in-class personal service, is designed to create happy working environments. We have shared workspaces across London, Reading and Manchester; with 7,000+ members; and an amazing team of nearly 70 people who share our ambition to redefine the workspace experience for the better.

Your role: The Membership Manager sits at the centre of the space, responsible for creating an environment where members choose to stay. Everything in this role connects back to retention, building strong relationships, maintaining high standards, and ensuring the experience consistently feels worth it. You are visible, hands-on, and close to your members. You understand their businesses, their needs, and when something is not quite right, often before they say it out loud. This role blends people leadership, community building, and operational ownership. You lead your team, hold the standard of the space, and ensure that every part of the experience reflects what Work. Life stands for.

Your day to day:

• Member Retention and Relationships: Build strong, personal relationships with members, understanding their businesses, needs, and plans. Stay ahead of risk by identifying early signs of dissatisfaction or change and acting proactively. Lead renewal conversations with confidence, ensuring they are timely, informed, and well-managed. Identify opportunities for growth, such as expansions, additional services, and increased usage. Handle day-to-day queries and challenges with care, ensuring issues are followed through to resolution. Maintain accurate data across systems to support visibility, planning, and decision-making.
• Team Leadership and Development: Lead and develop your Assistant Membership Manager, providing clear feedback, support, and growth opportunities. Set clear expectations for what “good” looks like and ensure your team feels confident delivering it. Support onboarding and training of new team members, addressing gaps early. Manage team changes carefully, ensuring smooth handovers and continuity for members. Build a positive, inclusive team culture and contribute to wider business initiatives.
• Community and Engagement: Create a community that feels welcoming, respectful, and connected. Deliver events and moments that encourage engagement and bring members together. Build meaningful connections between members, supporting collaboration and shared value. Monitor and respond to member feedback, using insights to improve experience and reduce risk. Ensure members are actively experiencing the value of the wider Work.Life network.
• Space Standards and Operations: Maintain a consistently high standard across the space, ensuring it is clean, organised, and ready at all times. Carry out regular checks and stay close to detail, resolving issues before they impact members. Manage key operational areas such as meeting rooms, onboarding, and day-to-day coordination. Oversee relationships with contractors and stakeholders supporting the space. Ensure all operational processes, including health and safety, are followed consistently.
• Commercial Awareness and Performance: Take ownership of retention performance, ensuring renewal targets are met through strong relationships and proactive management. Manage revenue opportunities within the space, including meeting rooms and ancillary services. Maintain control of costs and operate within budget. Use data and insight to support planning, reporting, and business reviews.

Your Skills:

• Relationship Management: You have experience building and maintaining strong relationships, understanding customer needs, and managing conversations that impact retention.
• Leadership: You are confident in leading and developing others, setting clear expectations and supporting performance over time.
• Operational Awareness: You understand how to run a space or service environment, balancing people's experience with practical delivery.
• Commercial Thinking: You are comfortable managing targets, spotting opportunities, and understanding the link between experience and revenue.
• Organisation and Ownership: You stay on top of multiple priorities, follow things through properly, and maintain high standards without needing close oversight.

Who This Role Is For: This role suits someone who enjoys being at the centre of a space, balancing people, operations, and performance. You are naturally proactive, detail-oriented, and motivated by creating an environment where things run smoothly and people feel looked after. You take pride in building relationships, leading a team, and seeing the direct impact of your work on retention and overall performance.

Who This Role May Not Be For: This role may feel less suited to someone who prefers a purely operational or purely strategic position, as it requires both hands-on involvement and ownership of outcomes. It may also not be the right fit if you are less comfortable managing people, handling challenging conversations, or being consistently visible within a fast-moving environment.

Why you’ll love Work.Life: Work happiness is our passion, and this starts with our own team. We offer a supportive working environment, plenty of training and development opportunities, competitive salary, monthly wellness package, team joy budget, quarterly socials and more, so you can work happier.

The need to know: The start date for this role is 1 month. The working hours are 8:30 am - 17:30 pm. The interview process will be three stages: a phone interview, two face-to-face interviews, and the final interview, including a presentation.

At Work. Life, we’re committed to providing an inclusive environment for our team and our members, as we believe that diversity breeds a more innovative, creative, and caring culture. We’re an equal opportunity employer. Everyone who applies to Work. Life will be considered for employment without attention to race, age, ethnicity, religion, sexual orientation, gender, family or parental status, or disability status.