Membership Manager

Work.Life is a flex workspace provider for businesses who 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 work.lifers who share our ambition to redefine the workspace experience for the better.

Your role is a unique opportunity, as we are looking for a talented and passionate manager who is eager to take the reins and drive a business as if it were their own. Must be a people-person, fun-loving, organised, insanely efficient, and someone who doesn’t mind getting their hands dirty if necessary! Your role is to be the glue to keep our community together and to help make Work.Life a place where our members love to work, giving them everything they need to run their businesses smoothly. We trust our managers to run their spaces like their own business, which means driving sales and keeping the business profitable.

Your day to day:

• Conduct high-impact tours in the absence of the Sales Manager.
• Drive high retention, through building strong relationships, commercial acumen and leading on renewal conversations.
• Identify and mitigate any upcoming risk or challenges in your location whilst collaborating with our support functions.
• Identify and grow ancillary revenue streams - meeting rooms, events, short-term bookings, and customisations to maximise every opportunity within the space.
• Manage billing, and invoicing processes, partnering with central teams to ensure timely and precise administration.

Member Experience & Operations:

• Be the cultural heartbeat of the space - owning onboarding, day-to-day engagement, and operational standards to deliver a best-in-class member experience.
• Ensure facilities, services, and operations are seamless - collaborating with central support teams to maintain exceptional standards and quickly resolve issues.
• Maintain accurate member records and CRM data to ensure commercial and service visibility and accurate reporting.
• Ensure all space controllable costs are carefully managed and delivered in line with budget - balancing cost control with service excellence.
• Manage space overheads and local budgets, balancing cost control with service excellence.
• Champion process consistency, ensuring SOPs are followed to deliver predictable, high-quality service.
• Lead, support, and develop a motivated on-site team - ensuring performance, service delivery, and team culture are consistently high.
• Deliver structured coaching and regular 1:1s to ensure individual growth and team engagement.
• Foster a high-performance culture aligned with Work.Life’s values—using feedback, training, and recognition to help every team member thrive.

Community Engagement:

• Build a connected, supportive member community through events, personal interactions, and creative initiatives.
• Actively listen to members—gathering insight, feedback, and opportunities for continual improvement through multiple avenues such as NPS surveys and quarterly Team Leader Check In’s.
• Be a local ambassador for Work.Life, building relationships in the neighbourhood and enhancing brand visibility.
• Design and deliver community-led events, supporting member engagement and local partnerships.

About you:

• Proven track record in leading operations within a service-driven, customer-facing environment such as hospitality, coworking, or retail — balancing commercial delivery with genuine care for people.
• Strong leadership experience, with the ability to coach, motivate, and develop a team to achieve high performance and consistent service standards.
• Demonstrated commercial acumen — confident managing renewals, retention strategies, and local revenue opportunities including events, meeting rooms, and ancillary sales.
• Skilled in managing budgets, billing, and financial reporting, ensuring cost control without compromising member experience.
• Experienced in using CRM and operational systems to maintain data accuracy, enable reporting, and support decision-making.
• Adept at building and maintaining relationships with members, local partners, and internal teams, representing both the brand and the culture of the space.
• Organised, proactive, and solution-focused, comfortable managing multiple priorities in a fast-moving operational setting.
• Passionate about community, with a natural ability to create environments where people feel connected, supported, and proud to belong.

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 knows:

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