Soho Support Team Lead - Membership - Mexico City

Soho House

The Role… This is an exciting time to be joining our customer service team which we call the Soho Support Team (SST), with new house openings across The Americas. As such, the Coordinator will report into the Soho Support Manager for Membership, and will be responsible for delivering a first class service to our members throughout The Americas, whilst adhering to departmental SLA’s. This role has great growth potential for the right candidate and would suit someone passionate about delivering a great customer experience. Main Duties... * To be an enthusiastic first point of contact for Soho House member queries via telephone and email. Responding to these queries in a timely manner and adhering to the departments SLA’s. * Offering a pro-active service to our diverse membership through telephone and email. Duties including but not limited to membership administration and club and restaurant enquiries. * Use our Salesforce, GEM and Open Table database to create, look up and update records for current and potential members.- bookings * Set up new member and member renewal payments via credit card, Direct Debit, ACH and the occasional bank transfer payment, ensuring all transactions are handled accurately and as per company/legal guidelines. * You will be part of a team responsible for the general administration of The Americas houses (and future house openings). Along with table reservations and event queries for US properties. * Responsibility for amending, pausing, transferring and upgrading memberships, ensuring compliance with the appropriate Terms & Conditions. * Supporting other departments with information requests etc. * Plus any ad-hoc projects given by the Head of Support / Soho Support Manager Requirements / Qualifications... * At least one year of customer facing experience, preferably in a membership environment. * Experience in working to personal and departmental targets, SLA and KPIs * An enthusiasm for providing first class customer service is a must. * Experience of working with Salesforce/ CRM System and Open Table. * Experience of communicating in a friendly but professional manner in fluent English & Spanish. Proficiency in Portuguese is a plus. * Experience of working in a fast-paced team environment. * Excellent verbal & written communication skills in English & Spanish. Proficiency in Portuguese is a plus. * Will have a passion for customer service and enjoy elevating the customers' experience through knowledge, empathy and attention to detail. * You will have a professional telephone manner and strong written correspondence skills. * IT proficiency including Microsoft Office packages and accuracy in data entry with excellent attention to detail. * Highly motivated, adaptable and able to demonstrate a willingness to learn & progress. 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.

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.

Soho House

The Role... At Soho House the Head of Member Events will manage a team of Event Managers in their specific region. They should have strong relationships with people within the creative community in the region. The Head of Member Events will be programming, planning, and executing innovative events for a Soho House region, using Soho House’s guiding principle of curating creative events for a community. Soho House events are designed to inspire members and connect the community. The Head of Member Events will be responsible for curating and producing regular memorable member events, all to the highest creative standards as well as ensuring that all region events are on brand. The programming and its success can be measured by the high standards and quality of events. A successful Head of Member Events can produce a robust calendar that is interesting, creative, and memorable that members want to engage with consistently. The Head of Member Events will report into the Director of Member Events for the Americas. Main Duties... * Oversee the monthly ideation, development, programming, and execution of innovative events for the entire region * Oversee team management including but not limited to recruitment, on-boarding, training, scheduling, payroll, and disciplinary procedures. * Lead member events and House programming to connect the creative membership community through hyper- local story telling achieved by creating diverse and innovative experiences that result in positive feedback * Conceive unconventional and memorable member events (e.g., booking talent for a unique event, an artist residency, or creative experiences). * Inspire members, talent and all Soho House teams when meeting to create and implement events * Work across all cross functional teams: Operations, design, content, creative, digital, events, partnerships to deliver on all strategic objectives * Facilitate events by connecting members to other members and allow opportunities for events to be hosted by members * Build and create a robust database of people within the creative communities so that the House calendar is capturing the current cultural zeitgeist * Ensure innovative events & programming are united around our global monthly themes, and timely initiatives * Create systems to track the booking and forward planning of events so that deadlines and budgets are always met and work closely with the General Managers to ensure events deliver on business goals * Oversee staff performance, conducting appraisals and strategizing with leadership to assess performance and development while maintaining professional relationships * Content curation that tells a story and connects members digitally or in-person * Program to drive late night attendance of members in our Houses * Attend Heads of Departments meetings on a regular basis * Have regular presence on the floor and work alongside Membership Managers to answer any and all member needs or inquiries * May require working beyond normal office hours, including nights and weekends, depending on business needs * Required to spend time each day on the floor of the relevant House and to be present for members and support team members * Leader from the ground up by being present at occasional evening events, embracing a “roll-up-sleeves” attitude and doing what it takes to get the job done on budget and on time Requirements... * Minimum of 7+ years’ experience with curating and executing large and small bespoke innovative events * Ability to multitask and thrive in a high-volume and demanding fast-paced environment * Proven track record of identifying and acquiring top-tier talent for curated events * Leader, innovator and relationship builder * Hospitality experience a plus not a must 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. In accordance with New York law, the salary range for this role if filled within New York is listed below. The range for the position in other geographies may vary based on market differences. The actual compensation will be determined based on experience and other factors permitted by law. Pay Range $120,000—$130,000 USD