Membership Sales Manager

Soho House

The Role… We are looking for A Head of Events to conceptualise, curate, and produce ~100 events a year that reflect the interests and ambitions of our members. This ranges from intimate dinners to large-scale money-can't-buy moments across the UK, US, and internationally. We are looking for someone who thinks not only in logistics, but in experiences. Someone who understands culture, community, and what it means to make a room feel special. You are genuinely curious about the Soho House community, you are comfortable in conversation with people who have a wealth of experiences, and you understand the taste and expectations of the people you are building for.   Working closely with Soho House Events, Membership, and Partnerships teams, you will design bespoke experiences, build a premium layer into existing House programming, and ensure every event reflects the community and positioning of Soho House. Main Duties… Conceptualisation and Delivery * Lead the architecture, balance and quality of the premium events calendar of ~100 events globally. * Responsible for conceptualising events that are exclusively for premium members (including overnight events, dinners, parties and partnership-led events) and for augmenting events that are developed for the broader Soho House membership base. * Responsible for delivering multiple events with simultaneous timelines, including, planning, logistics and development of multiple event formats. These events will take place across different time zones and regions. * Build a culture of member participation - identifying opportunities for members to contribute to or shape the program, and consider the curation of people in a room. * Develop original event concepts that are distinctive and built to match the calibre, expectation, and standard of the top tier membership * Ensure that the consistent through-line of our bespoke events is that they are unique, drive community, and/or offer a true money-can’t-buy component. * Ensure that all events are Health and Safety compliant and align with the Soho House style and premium standard. * Maintain quality control across every touchpoint, from invitation copy to room layout to post-event Cross-Functional Collaboration * Work with the Partnerships team to translate commercial relationships into meaningful event experiences * Filter external offerings to identify which could be delivered in a unique ‘money-can’t-buy’ way, and conversely identify cultural moments across the arts, sports and lifestyle that resonate with members that could reasonably be built into our specially curated programming. * Lead and manage cross-functional project teams that vary from event to event, but may be made up of in-House events teams, communications, partnerships, operations, creative and content, membership as well as all external vendors and partners and entertainment. * Manage the interface with Soho House Events, House, and Membership teams to deliver augmented House-wide events * As the programme scales, recruit, onboard, and develop additional events team members * Stay commercially aware of global events, trends, and opportunities that could inform our specially curated programming, and work with the Account Management team to maintain a strong knowledge of the community itself - who members are, what they are building, and what matters to them. Budget Management and Reporting * Oversee budgets and ROI of all bespoke events with a focus on quality, and retention, including effective post-event evaluations including member feedback, successes and implementation of continuous improvement strategies. * Deliver multiple event proposals and manage a busy event calendar with all deliverables included (comms, designs, membership and vendor timelines) with meticulous attention to detail and time management * Deliver monthly reporting including attendance, member engagement and budget vs actuals. * Ensure the calendar and events are commercially coherent, with a focus on retention, acquisition, and ROI. Success Metrics * Timely delivery of 100+ events globally * Meeting attendance, loyalty and revenue targets from events * Effective stakeholder management * Event quality, with a focus on experiences that are truly unique to our top members Requirements / Qualifications * 8+ years in events production and programming - within private members' clubs, luxury hospitality, cultural institutions, arts organisations, or equivalent * Proven track record of originating and delivering elevated event programs - not just executing briefs, but end to end development with operational rigor * Experience working with and for high-net-worth communities, exceptional interpersonal and communication skills (written and verbal), with the ability to build strong relationships with members, partners, and internal teams. * Highly organised, detail-oriented and experienced managing multiple projects simultaneously under pressure, without losing quality or attention to detail. * Conceptual thinker - able to take an area of member interest and develop a distinctive, original event concept around it * Demonstrated ability to manage budgets, cost control, track ROI, and analyse member feedback to balance member experience with financial discipline * Culturally literate with a broad awareness of what is happening across the arts, business, philanthropy, and technology, and an instinct for what will resonate with the premium community. * Excellent communication, both verbal and written, with the ability to produce event proposals, run sheets and reports. * Experience managing multiple projects and stakeholders simultaneously. * Confident working across a complex, matrixed organisation - able to build relationships and drive outcomes across multiple internal teams globally. * Comfortable with data - able to use CRM and performance reporting to inform decisions and communicate results clearly. * A genuine passion for building community, and for the Soho House ethos – and a high personal standard for what great experiences should feel like. 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. * Annual Every House Membership * 50% off Food & Drink, 7 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 * In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice. * Free Counselling Sessions * Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer 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 much more * 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.

Soho House

Concierge Manager The Role.. Lead a team of up to 12 Concierge Responders delivering a highly personalised, intuitive, desk-based concierge service to a cohort of premium members globally. This is a working manager role: alongside leading the team, you will also work on the front line, building meaningful, long term relationships with Soho House’s most engaged, high-spending and high-profile members. In this capacity you will work across multiple functions to ensure every member experiences a seamless, joined-up service. Key Responsibilities Hands-on Concierge Delivery * Take regular shifts handling member bookings, reservations and special requests to the same standard expected of the team. * Deliver a highly personalised, welcoming and intuitive experience for all relevant members, via private WhatsApp and to agreed SLAs. * Act as a knowledgeable point of contact for all Houses, facilities and events globally. * Manage all booking, reservation and special requests with a high level of accuracy, care and attention to detail. * Anticipate member needs and preferences, offering thoughtful suggestions before they are requested. Cross and upselling where appropriate. * Build genuine relationships with members, recognising and remembering individual preferences. * Handle sensitive or difficult requests with discretion, professionalism, and sound judgement. * Coordinate with internal departments and external partners globally to facilitate requests quickly and efficiently, ensuring all members receive a seamless service across all touchpoints. * Resolve any issues calmy and efficiently, ensuring members feel heard and are looked after to minimise complaint escalations. * Act as an ambassador for the Soho One service, ensuring all interactions reflect the values and standards of the offering. * Maintain accurate records of member preferences, requests, and feedback to deliver consistently tailored experiences. * Help evolve internal processes to improve service efficiency, consistency, and member satisfaction by recording and offering member feedback to department leadership. * Stay close to the day-to-day reality of the service so coaching, process changes and feedback to leadership are grounded in first-hand experience. Team Leadership & Development * Lead, motivate and develop a team scaling up to 12 Concierge Responders, fostering a culture of professionalism in a peraonal context. * Act as the senior escalation point for complex requests or complaints, resolving them with discretion, professionalism and sound judgement. * Manage rotas, shift coverage and capacity planning to ensure SLAs are met across time zones, 7 days a week. * Run regular 1:1s, performance reviews and ongoing coaching, with clear development plans for each team member. * Recruit, onboard and train new responders, ensuring they reach a high standard of product knowledge, tone and judgement before going live with members. * Identify skill gaps and design training interventions covering tone, systems, product knowledge, and difficult conversations. Service Quality & Member Experience * Own and report on team KPIs and SLAs (response times, resolution times, member satisfaction, complaint rates) * Own the quality and consistency of every member interaction, conducting regular quality reviews of WhatsApp conversations and providing constructive feedback. * Strive to meet a team standard of resolving all member requests within 24 hours, across the team, monitor ticket volume in real time to ensure standards are maintained * Take a highly systematic approach to data management, systems, record keeping and quality across the team * Champion a proactive, anticipatory service culture, guiding the team to make thoughtful, personalised recommendations. * Develop relationships across all Houses to support the day-to-day personalisation of the experience of members who visit. * Work closely with Account Managers to ensure a seamless handover between relationship management and day-to-day service delivery. * Monitor workload distribution and queue health in real time, jumping in to protect service standards during peak periods. * Maintain operational rigour around record-keeping of member preferences, requests and feedback in Salesforce and other systems, ensuring the team uses them consistently. Requirements / Qualifications * 3+ years' experience in private members' clubs, luxury hospitality, concierge or premium customer experience environments, with at least 2 years in a people-management role. * Experience leading a customer-facing team to consistently high service standards in a fast-paced, SLA-driven environment, while remaining hands-on in delivery. * Exceptional interpersonal, relationship building and communication skills, both written and verbal. * Naturally warm, intuitive, and discreet, with the ability to engage high-spending and high-profile members authentically. * Tech-savvy, with experience of using CRM (ideally Salesforce), and loyalty programme platforms. * Proficient in using hospitality management tools and software including Opera, Open Table and GEM. * Excellent time management and problem-solving skills, with the ability to collaborate cross-functionally with other departments. * Highly organised, detail-oriented, with proven ability of managing multiple tasks and priorities under pressure, while remaining calm and composed. * Proactive and solution driven mindset with the ability to anticipate needs and act with discretion and urgency. * Passionate about the Soho House ethos and creating unforgettable experiences for our members. * Highly organised and detail-oriented, with the ability to manage competing priorities calmly under pressure. * Flexibility to work shifts, including occasional evenings, weekends and out-of-hours where the role demands. 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. * Annual Every House Membership * 50% off Food & Drink, 7 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 * In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice. * Free Counselling Sessions * Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer 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 much more * 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.

Soho House

The Role… The Senior Account Manager is responsible for the quality, consistency and depth of every member relationship across the Soho House portfolio. This is achieved both by managing a cohort of clients themselves, and also leading and coordinating a team of Account Managers with their own book of accounts. In your cohort will be 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 Account Management team to solve problems, set and maintain the standard, and identify and communicate opportunities and trends across all accounts. You will be responsible for filtering and coordinating opportunities from across the business, and supporting the team in fulfilling specific daily requests and requirements from business units globally. Main Duties… Member Relationship Management * Serve as the primary point of contact for the most senior, complex and sensitive Soho Houses members, building trusted, long-term and personal relationships. Ensuring there is a seamless transition from onboarding to ongoing account management. * Own the full lifecycle of a member, from onboarding, curating their interaction with the business, advocating for each individual across the business and retention of all members. * Lead the full onboarding journey for new members, including needs assessment, profile creation and service orientation. Assessing onboarding outcomes and refining processes accordingly to elevate the member journey from day one. * Oversee invoicing, billing accuracy, and payment processing for all Soho House members. Coordinating with Finance Teams on reconciliations and reporting to ensure all payments are accurate and received on time. * Establish service standards and communication protocols tailored to each member. Maintaining accurate member records, preferences, and service histories. * Set the standard for how all Soho House members are engaged, communicated with, and retained, and support 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 the needs of members before they are expressed, working with the Events, Partnerships and Operational teams to curate personalised moments that feel unique and curated * 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 the standard of service delivery, consistency and attention to detail. * Implement service improvements by introducing clear SLAs and protocols and quality monitoring process to ensure consistent service delivery. * Drive the quality of the experience by representing the membership to Houses and ensuring all 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 touch point. * Handle all high-level escalations calmly and decisively, and action the associated learnings to ensure they do not recur. * Evaluate concierge team performance and implement service improvements or training initiatives where appropriate. * Guide the team to be confident act without escalating everything upward, while knowing exactly when to bring the Lead in. Operational Standards & Cross-functional Collaboration * Support the team by acting as the interface between the needs of the members and business operations including Events, Partnerships and Operational teams. * Work closely with the Event Manager to manage event communications and to analyse efficacy of events and implement associated service improvements. * Collaborate with Membership, Operations and Data teams globally to share member intelligence and deliver consistency across Houses * Lead the internal Soho House Ambassadors program - building the network of House-level contacts who can deliver a personalised experience for Soho House members globally * Own all SOPs followed by the Account Management team – keeping them relevant and monitor when training is required. * Oversee the allocation of budget associated with service delivery. * Develop and oversee SLAs to support the highest impact requests of members 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 - presenting clear, actionable recommendations to senior leadership on what is working and what needs to change * Track your cohort of clients on a weekly basis to proactively anticipate churn and implement strategies to prevent this * Monitor the potential for churn in the team and offer weekly support to offset this * Report on team performance against KPIs on a weekly and monthly basis, and recommend improvements for underperformance * Report on monthly allocation of service benefits to members, revenue, visits and make recommendations for further personalisation of service in the following month. Success Metrics  * Member satisfaction and retention of high-profile, highly engaged and high-net-worth members * Revenue generated from members * Member engagement with bespoke events, 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’ 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, private members’ clubs, UHNW client services or equivalent. * Demonstrated experience managing senior HNW client relationships with an understanding of how to build authentic personal connections that allow you to personalise service delivery. * Strong attention to detail and time management skills with an ability to maintain consistently high standard in a busy, fast paced environment * Excellent problem-solving skills, a proactive nature and the ability to take initiative to collaborate cross-functionally with other departments. * 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 of managing multiple tasks and priorities under pressure, while remaining calm and composed. * Proactive and solution driven mindset with the ability to anticipate needs and act with discretion and urgency. With the ability to build rapport quickly with high-profile, high-expectation individuals. * Passion for luxury lifestyle, hospitality, and delivering premium member experiences. The ability to identify luxury beyond the standard offering of premium concierge businesses * Tech-savvy, with experience of using CRM (ideally Salesforce), or loyalty programme platforms. * Proficient in using 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 our members 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. * Annual Every House Membership * 50% off Food & Drink, 7 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 * In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice. * Free Counselling Sessions * Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer 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 much more * 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.