Membership Director

Scope of the Job Job Purpose:     The Head of Membership, House is responsible for the development, acquisition, management and retention of members in their House. Working closely with the Regional MD, through an extensive network across the area/city where the House is located, and with a key ability to network, this role ensures that the membership Committee are of the highest standard and targets are always met with quality new members. An active social individual in the city, this person will be able to develop key relationships at businesses or with individuals, attracting new members into the Houses by hosting lunches, dinners and other outreach activity and events to ensure SH is the leading members club. The role requires a combination of strategic thinking, community engagement, and hands-on member management, with a minimum of two nights spent in-house each week attending or hosting key events to drive membership acquisition. The Head of Membership will lead a small team and work closely with the Membership Manager to oversee member behaviour, introductions, and retention. Main Responsibilities 1. Membership Acquisition & Development * Own the full membership lifecycle: acquisition, onboarding, management, and retention of all members. * Drive the quality of membership applications, ensuring that the House maintains a strong, vibrant, and diverse membership base aligned with the House Identity Plan. * Personally review membership applications, leading the approval process in collaboration with the Membership Committee and Membership Directors. * Create, host and attend events within the House (minimum two nights a week), fostering strong relationships with existing members and engaging prospective members to attract high-quality applications, plus monitoring member quality and profile in the House ensuring it best suits the House Identity. * Understand and deliver the membership headcount (approvals and leavers) and revenue targets and ensure these are met or exceeded through active management and outreach efforts. 1. Membership Retention & Member Experience * Oversee the handling of member behaviour issues at the House, acting as a liaison between the member and Membership Behaviour Committee in case of any member disputes or behavioural concerns, ensuring proper documentation and resolution. * Work with the Membership Manager to ensure personalised engagement with members who might be at risk of leaving, ensuring they feel valued and supported through regular touchpoints and interactions. * Lead efforts to minimise churn, proactively identifying at-risk members in partnership with the MST team and addressing issues to ensure long-term retention. * Collaborate with the events team to curate a range of member-exclusive experiences that attract high-quality applicants and enhance current member satisfaction. 1. Membership Committee Management * Ensure the Membership Committee operates at the highest standard, regularly meeting with them in between meetings to ensure they feel valued and engaged. At Committee Meetings, ensure they propose new applicants, review recent applications, and take an active interest in strategic priorities for the House including feedback. * Develop and implement innovative ideas to keep the Committee engaged, rewarded, and incentivised, ensuring they consistently contribute to the success of the House. * Provide leadership and clear direction to ensure the Committee is aligned with the House’s goals and values. 1. Local Outreach & Strategic Partnerships * Create and execute a robust outreach program that positions Soho House as an integral part of the local community, ensuring representation at key external events and moments in the city. * Build strategic relationships with local businesses, credible influencers, and cultural institutions to identify gaps in the membership and proactively pursue acquisition opportunities. * Act as an ambassador for Soho House, cultivating strong relationships outside the House to enhance our reputation and expand the potential membership. 1. Team Management & Collaboration * Manage and mentor the Membership Manager, ensuring they are equipped to handle member introductions, behaviour management, and administrative tasks. * Provide clear goals and KPIs for the Membership Manager, offering regular feedback and guidance to ensure high performance and job satisfaction. * Foster a collaborative, dynamic team culture in partnership with the GM/Ops team, plus Member Relations and the Events team, focused on delivering exceptional member experiences and meeting targets. * Support Membership Manager in planning monthly email headlines, to ensure members are always up-to-date on the key moments happening across Membership, Events, and Operations at the House 1. Reporting & KPI Tracking * Track membership data and KPIs, including application submission rates, retention rates, churn, and revenue generation. Understand these metrics so you can provide insights and recommendations for improvement. * Maintain an active knowledge of industry trends, competitor offerings, and local market developments to inform membership strategy and decision-making. Measures of Success:     * Membership acquisition and retention rates, through high quality creative members * High quality and high performing Committee at their House * Close alignment with the GM on all membership activity * Revenue generated from new and existing members * Full attendance for new member introductions Budget Responsibilities:  House membership targets including revenue Direct Reports: Membership Manager, House Reports to:        Regional Membership Director Structure            Specific to each House Challenges / Priorities:  Specific to each location/as specified in interviews and objectives/goals Key Contacts/ Stakeholders:      Internal:             Club Director Member Relations Managers GM Head of Events Position Profile Experience Required:    * High level of personal contacts and networking skills in the creative disciplines local to the House * A highly social, outgoing individual who values personal interactions * Ability to convert contacts and connections into applications/sales * Some management capability of a small team/individual * Strong communication skills and ability to work across teams Why work with us... 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 enhance your career. * Health Care + 401K: Full time employees are eligible for full benefits; Medical, Dental & Vision as well as Retirement fund with a 2% match * Paid Time Off: Full- Time Employees have sick day's + vacation days * Career Development: Soho House can progress your career domestically or internationally as well as managerially or technically * Soho Impact: Empowering the Soho House Community to make positive change, through mentoring, apprenticeship, local outreach and sustainability * Learning & Development: An extensive range of internally and externally run courses are available for all employees. * Cookhouse & House Tonic: Celebrating our passion for food and drink. Check out our monthly calendars and get involved in trips, training's and events. Available to all. * 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. * Team Meal: Whilst on duty in our Houses & Restaurants you will be provided with a substantial meal free of charge.

General Function:        Under the supervision of the Membership Experience Director, and in harmony with the mission and purpose of the established policies and goals of the YMCA of the Virginia Peninsula, the Member Experience Coordinator assists with member retention, engagement and membership sales. With an emphasis on ensuring the highest quality service to members and guests, the Membership Experience Coordinator will work closely with other center leaders in efforts to welcome, connect, support, and engage all members and staff. Qualifications:  1. Minimum of 20 years of age. 2. Minimum of 1 year experience in related field; YMCA experience preferred. 3. Minimum of 1 year supervisory experience preferred. 4. Must possess business professional verbal and written communication skills. 5. Advanced knowledge and ability to interface with basic software programs and phone systems. 6. Ability to perform math skills required to accurately manage money and accounting procedures. 7. Certification in CPR/First Aid/AED/O2 required within 60 days of hire. 8. Complete and maintain required trainings to include: New Employee Orientation (NEO), Bloodborne Pathogens, Child Abuse Prevention (CAP), and Sexual Harassment. 9. Satisfactory completion of a criminal background check and Child Protective Services check.   Essential Functions:  * Supports the mission, vision and goals of the YMCA.  * Promotes a professional work environment through character development by modeling the values of caring, honesty, respect and responsibility.  * Leads in a manner that advances our cause to strengthen the foundations of community through programs that focus on youth development, healthy living and social responsibility.   * Promotes and participates in association task forces, committees and/or workgroups to promote Center and Association unity.  * Promotes and participates in YMCA fundraising efforts to include Annual and Capital Campaigns.  * Follow mandated abuse reporting requirements. * Provide staff with on-going supervision and training related to abuse risk. * Act as a leader in emergency situations. Report any accidents or incidents according to Emergency Communication Action Plan. * Ensure all members, guests, and program participants are in a safe environment and actively follow center Emergency Operations Plan (EOP). Membership Enrollment, Engagement, and Retention: 1. Supports membership enrollment including meeting/exceeding revenue and membership goals. 2. Works with Membership Experience Director and team to identify, document, and follow up systems associated with prospects, and converting prospects to members. 3. Proactively identifies and resolves member issues and concerns. 4. Provides a visible presence in the center and actively interacts with prospects and members to ensure member and prospect needs are met. 5. Support welcome center and Membership Experience Director as needed with member service. 6. Assist Membership Experience Director in ensuring everyone who enters the building is greeted, checked-in, and prospective members are converted.   Membership Administration: 1. Manages daily business and administrative functions as it pertains to membership to include, but not limited to, reporting, collections, sales, cash handling, daily closeouts and deposits, in adherence to YMCA policies. 2. Collaborate with Center Services to ensure seamless processing of member transactions and administration. 3. Generating membership, enrollment, and revenue reports as needed. 4. Ensuring member accounts and other administrative tasks are up-to-date and accurate. 5. Facilitate member and corporate membership billing and reconciliation of group payments. 6. Serve as a resource and a backup for all YMCA staff in regards to current YMCA operations system. 7. Ensure accuracy of data entry of membership information into current YMCA operations system. Team Leadership 1. Assist in planning and conducting staff meetings.  2. Attend staff meetings and trainings as scheduled. 3. Assist in hiring, developing, and motivating committed team members passionate about the YMCA’s mission and service to others. 4. Assist in coaching and leading staff in the areas of direct responsibility. 5. Assist in supervising, training and scheduling staff. 6. Oversee the implementation of the daily operations of the Welcome Center. 7. Assist in updating and maintaining the communication between staff and leadership. 8. Actively participates in center leadership activities (to include Supervisor on Duty and occasional special events) as determined by the Membership Experience Director and Membership Experience Executive.    YMCA Competencies (Team Leader): Engaging Community, Communication & Influence, Inclusion, Collaboration, Emotional Maturity, Critical Thinking & Decision Making, Developing Self & Others, Philanthropy   Supervisory Responsibilities:  1. Carry out supervisory responsibilities in accordance with the YMCA’s policies and applicable laws.  2. Responsibilities include assisting in interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. 3. Build positive relationships with other Association staff members; share information with appropriate associates; cooperate with others in the Association.   Skills and Ability Requirements: 1. Ability to read, analyze and interpret documents.  2. Ability to respond effectively to inquiries or complaints. 3. Ability to apply mathematical concepts to practical situations.  4. Ability to reason and define difficult problems with direction.  5. Advanced knowledge of current YMCA membership software. 6. Ability to coordinate and plan events effectively. 7. Ability to meet the physical demands of this position, which include mobility for travel to conferences, touring facilities, properties and participating in promotional and special events sponsored by the Association. 8. Ability to supervise staff.    Effect on End Results: 1. Deepened impact in the community as reflected by increased membership numbers and membership retention. 2. Deepened impact in the community as reflected by growth in program participants. 3. Strong member loyalty to our brand is achieved as measured by NPS and retention rate. 4. Staff feel a loyalty to our cause measured by Association Satisfaction Survey. 5. Staff believe our YMCA is a charity measured by their contributions to the Center’s Annual Campaign. 6. Program Participants have a deeper connection to our cause as reflected by their contributions to the Annual Campaign.