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About the Role

A modern luxury wellness brand is seeking an exceptional Membership Manager to lead the member experience and become the face of the business for both existing and prospective members. This is a highly visible role responsible for delivering best-in-class hospitality, driving membership growth and cultivating a thriving member community.

Responsibilities

• Own the end-to-end membership journey, from initial enquiry and studio tour through to conversion, onboarding and long-term engagement.
• Deliver personalised membership consultations that showcase the brand's unique offering and premium experience.
• Proactively manage and nurture all sales enquiries, trial guests and prospective members to maximise conversion.
• Build and maintain a healthy sales pipeline, identifying opportunities through referrals, local partnerships, networking and community outreach.
• Achieve and exceed monthly membership sales, retention and revenue targets.
• Identify opportunities to upsell memberships, treatments and additional services where appropriate.
• Monitor sales performance, conversion rates and member trends, providing regular reporting and recommendations to drive continued growth.
• Build genuine, long-term relationships with members, creating a personalised experience that reflects the brand's luxury positioning.
• Develop and implement onboarding journeys that encourage long-term engagement from day one.
• Monitor member engagement and proactively identify opportunities to improve retention.
• Deliver personalised retention initiatives and member outreach to increase loyalty and lifetime value.
• Gather member feedback and use insights to continually enhance the member experience.
• Develop referral and ambassador programmes that encourage advocacy and sustainable membership growth.
• Work with the Marketing team to develop and deliver an annual calendar of authentic, on-brand community events that strengthen member engagement and foster a sense of belonging.
• Organise member socials, wellness workshops and exclusive experiences that enhance the member journey.
• Build relationships with local businesses, luxury brands and strategic partners to create meaningful collaborations and drive new member acquisition.
• Collaborate closely with the Marketing team to support membership acquisition, retention and community engagement campaigns.
• Own the member brochure, ensuring it remains up to date, accurate and reflective of the evolving membership offering.
• Share member insights, feedback and emerging trends with the Marketing team to inform campaigns and content.
• Support the planning and promotion of member events, launches and seasonal initiatives.
• Ensure all member-facing communications are aligned with the brand's premium tone of voice and customer experience.

Requirements

• Experience in a premium fitness, wellness, luxury hospitality or lifestyle brand.
• A proven track record of achieving membership or sales targets.
• Exceptional relationship-building and communication skills.
• A naturally warm, confident and professional presence.
• Strong commercial awareness with a customer-first mindset.
• Outstanding organisational skills and attention to detail.
• The ability to anticipate member needs before they ask.
• Experience using CRM and booking systems.
• Flexibility to work some early mornings, evenings and occasional weekends (depending on business needs).

Skills

• Hospitality
• Commercial Acumen
• Sales
• Business Development
• Relationship Building
• Communication
• Customer Service
• CRM Systems
• Booking Systems
• Marketing Collaboration
• Event Planning
• Partnership Management

Location

• West London

Work Type

• Full-time
• On-site

Experience Level

• Not specified

Education Level

• Not specified

Salary/Compensations

• £50-£60k

Benefits

• Not specified

About the Company

• A modern luxury wellness brand, recognised by leading lifestyle and business publications.
• Combining world-class fitness, recovery, nutrition and community experiences within beautifully designed spaces.
• The business is continuing its exciting growth journey with further international expansion underway.

Equal Opportunity

• Not specified