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About the Role

We are seeking a passionate, service-driven individual to join our Soho Support Team and work closely with Member Relations as Member Experience Manager for London. You will be responsible for building meaningful, long-term relationships with Soho House’s most engaged, high-spending and high-profile members, while driving measurable commercial impact. Based in our London Support Office, you will create and lead a highly personalised, concierge-style engagement programme designed to increase member loyalty, engagement, and lifetime value.

Responsibilities

Design, launch, and continuously evolve a bespoke, concierge-style programme for high-spending and high-profile members.
Drive a commercial strategy focused on increasing engagement, retention, frequency of use, and overall member spend.
Design and deliver proactive outreach strategy for high profile members to showcase upcoming events, benefits and exclusive offers.
Define, track, and deliver against set KPIs and milestones, including engagement, retention, spend, and satisfaction.
Continually review and support evolve internal processes to improve service efficiency, consistency, and member satisfaction.
Provide regular and ad hoc reports summarising member feedback and key metrics.
Act as primary and dedicated concierge liaison for high-profile members in London, managing all requests with fast action, a solution driven approach and high attention to detail.
Proactively build and maintain trusted relationships with key members, acting as a senior point of contact and brand ambassador.
Work closely with Membership, Events, Bedrooms and Operations teams globally to ensure successful end to end fulfilment of all member requests.
Collaborate effectively with House and central teams.
Build and maintain strong relationships across all Houses and Operations Teams globally to ensure a globally consistent approach to servicing all high-profile members.
Support in building and maintaining detailed and personalised member profiles to increase engagement and spend.
Maintain accurate records of member activity and service interactions in CRM systems.
Ensure the highest standards of discretion, professionalism, and hospitality when engaging high-profile members.
Act as a voice of the member internally, sharing insights that influence programming, experiences, and commercial initiatives.
Offer recommendations on services, keeping up to date with all events, promotions and special offers across the business globally.
Represent the Soho House brand and values in every interaction.

Requirements

2+ years’ experience within private members' clubs, luxury hospitality, concierge services, or membership-based environments.
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.
Commercially minded, with a track record of driving revenue through relationship management.
Confident setting priorities, building plans, and delivering against clear objectives and timelines.
Data-literate, with experience tracking KPIs and translating insight into action.
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.
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.
Strong understanding of global concierge services and loyalty programmes.
Passionate about the Soho House ethos and creating unforgettable experiences for our members.

Skills

Relationship building
Communication skills
Commercial awareness
Data analysis
CRM (Salesforce)
Loyalty programme platforms
Hospitality management tools
Time management
Problem-solving
Collaboration
Organisation
Attention to detail
Proactive mindset
Solution-driven
Discretion
Urgency

Location

London Support Office

Work Type

Full-time

Experience Level

2+ years experience

Benefits

Competitive compensation packages
Global benefits and perks
Training to develop technical and managerial skills
Discounts at Soho House globally, as well as Soho Home and Cowshed
Every House Membership
Enhanced Pension Scheme
Private Health and Dental Care
Cycle to Work Scheme/Season Ticket Loan
2 days paid a year to support a charity of your choice
Cookhouse & House Tonic programmes (food and drink trainings, events)
Team Events (fitness sessions, cinema screenings, art classes)

About the Company

Soho House & Co is a collection of members' clubs, restaurants, hotels and cinemas, catering to those in the film, media, fashion and creative industries.
The company has unique ventures throughout the UK, USA, Canada, Europe and Asia, with new openings planned globally.