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About the Role
The Membership Strategy Manager is responsible for delivering Soho House’s global membership strategy across a set of key Houses, translating centrally designed frameworks into locally relevant plans that protect and grow membership revenue. This role acts as the strategic link between global strategy and local delivery, applying global frameworks to specific House conditions, managing the data and performance cycle, and feeding on-the-ground insight back into global planning.
Responsibilities
- Deliver global membership initiatives and objectives across assigned Houses, translating global frameworks into practical local plans.
- Prioritize and sequence global initiatives based on House-level risk, opportunity, and operational capacity.
- Provide on-the-ground insight, local nuance, and delivery barriers to global strategy development.
- Serve as the primary point of contact for global membership strategy within assigned Houses.
- Deliver assigned Houses’ contribution to the global membership retention target.
- Design and implement localized toolboxes to reduce turnover among high-risk member groups.
- Drive engagement against globally defined attrition indicators.
- Manage pre- and post-initiative data for assigned Houses to protect retention goals.
- Strengthen onboarding and first-three-year engagement across assigned Houses using behavioral insight.
- Partner with the Data Team and Member Success function for targeted proactive intervention.
- Track and deliver budgeted intakes for assigned Houses, mitigating revenue shortfall.
- Leverage seasonality and local cultural calendars to maximize application volumes.
- Execute acquisition strategies to achieve the required Every House mix.
- Run scenario-based local offers, adapting successful approaches from elsewhere in the group.
- Identify emerging risks to intake or revenue and escalate with a recommended recovery plan.
- Apply the global opening framework to pre-opening acquisition and membership success planning for new openings.
- Lead membership-side opening implementation and hypercare for new openings.
- Partner with pre-opening, marketing, and House teams to meet opening targets.
- Capture learnings from openings and feed them back into the global opening playbook.
- Track and report performance across assigned Houses, including onboarding, engagement, retention, renewals, applications, and intakes.
- Translate House-level data into clear, commercially focused recommendations for local teams and global strategy.
- Partner with the Data Team on member segmentation and predictive churn models.
- Present regional performance and recommendations to senior stakeholders.
- Partner with the Regional Membership Director to ensure effective strategy delivery.
- Collaborate with House Membership teams, Member Relations, Operations, Marketing, Communications, and Digital to remove barriers to retention and acquisition.
- Provide clear prioritization and targeting guidance for House teams.
- Act as an escalation point for retention performance, cohort risk, and engagement challenges.
- Identify and test improvements to member engagement, retention, and acquisition.
- Measure the effectiveness of improvements and hand successful approaches to the global team for scaling.
- Champion a culture of continuous improvement within assigned Houses’ membership teams.
- Utilize AI tools to accelerate daily work, such as building performance reporting, structuring data analysis, and preparing presentations.
Requirements
- Significant experience in membership strategy, retention, customer success, loyalty, or lifecycle marketing within a membership, hospitality, or premium customer environment.
- Proven experience delivering engagement and retention strategies that improve customer or member lifetime value.
- Experience delivering both acquisition and retention strategies, including intake/sales targets, offer design, and funnel management.
- Experience supporting new site, venue, or market openings in a hospitality, retail, or membership environment.
- Experience operating in a matrixed international business, delivering centrally designed strategy through local teams without direct authority.
- Strong analytical capability with experience using CRM platforms (ideally Salesforce) and customer data.
- Experience working with behavioral insight, segmentation, and predictive models.
- Demonstrated ability to translate complex data into commercially focused recommendations.
- Proven experience working across multiple business functions and influencing stakeholders at all levels.
- Strong presentation, communication, and stakeholder management skills, including experience presenting to senior leadership.
- Highly organized, commercially minded, and proactive with the ability to manage multiple initiatives simultaneously.
- Knowledge of the assigned Houses’ membership landscape and cultural calendar.
- Confident using AI tools to accelerate day-to-day work.
Skills
- Membership Strategy
- Retention
- Customer Success
- Loyalty Marketing
- Lifecycle Marketing
- Engagement Strategies
- Acquisition Strategies
- Sales Target Delivery
- Offer Design
- Funnel Management
- New Opening Support
- Matrixed Business Operations
- Data Analysis
- CRM Platforms (Salesforce)
- Customer Data Utilization
- Behavioral Insight
- Segmentation
- Predictive Models
- Stakeholder Management
- Presentation Skills
- Communication Skills
- Organizational Skills
- Commercial Acumen
- AI Tools Utilization
Location
- Global
Work Type
- Full-time
Experience Level
- Significant experience required
Salary/Compensations
- $80,000—$85,000 USD
Benefits
- Competitive compensation packages
- Global benefits and perks
- Training to develop technical and managerial skills
- Medical, Dental & Vision
- Retirement fund with a 2% match
- Sick days + vacation days
- Career progression domestically or internationally
- Managerial or technical career advancement
- Soho Impact initiatives (mentoring, apprenticeship, local outreach, sustainability)
- Extensive range of learning and development courses
- Access to Cookhouse & House Tonic events, trips, and training
- Team events (fitness sessions, cinema screenings, art classes)
- Complimentary team meal while on duty
About the Company
- Soho House offers competitive compensation packages that feature global benefits and perks.
- Soho House provides training to develop the technical and managerial skills necessary to enhance your career.