Membership Strategy Manager

Job description

**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. Houses and areas of focus are assigned by the Global Membership Strategy Manager and Chief Membership Officer according to what the role’s base geography allows, and may change over time in line with business need. Reporting to the Membership Strategy Manager (Global), the role takes agreed global strategy — across retention and engagement, intakes and applications, and new House openings — and leads its execution across its assigned Houses in partnership with the Regional Membership Director, House Membership teams and the Soho Support Member Success function. The role is the strategic link between global strategy and local delivery. It applies global frameworks to the specific conditions of its assigned Houses, manages the data and performance cycle behind each initiative, and feeds on-the-ground insight, barriers and opportunities back into global planning. The role is responsible for the delivery and success of membership strategy across its assigned Houses. Accountability for regional membership performance sits with the Regional Membership Director and their teams. **Key Responsibilities** **Delivery of Global Strategy Across Assigned Houses** - Take agreed global membership initiatives and objectives and lead their delivery across its assigned Houses, translating global frameworks into practical local plans with membership and operations teams. - Prioritise and sequence global initiatives according to House-level risk, opportunity and operational capacity. - Feed on-the-ground insight, local nuance and delivery barriers back into global strategy development. - Act as the primary point of contact across its assigned Houses for global membership strategy, ensuring House teams understand what is being asked of them and why. **Retention & Engagement** - Deliver its assigned Houses’ contribution to the global membership retention target. - **Localised:** design and run toolboxes that reduce turnover among high-risk member groups across its assigned Houses, tracking and evolving these approaches as performance data emerges. - **Centralised:** drive engagement against the globally defined attrition indicators, closing the gap between local execution and target. - **Data:** manage pre- and post-initiative data for its assigned Houses, adjusting continually with local teams to protect the retention goal. - Strengthen onboarding and first-three-year engagement across its assigned Houses, using behavioural insight to intervene at the highest-risk stages of membership. - Partner with the Data Team and the Soho Support Member Success function so that proactive intervention is targeted where it delivers the greatest impact across its assigned Houses. **Intakes & Applications** - Partner with local teams to track and deliver budgeted intakes for its assigned Houses, de-risking revenue shortfall from missed intake targets. - Leverage seasonality and local cultural calendars to maximise application volumes. - Execute acquisition strategies that deliver the required Every House mix across its assigned Houses. - Run scenario-based local offers, adapting approaches proven elsewhere in the group. - Identify emerging risk to intake or revenue early and escalate to the Membership Strategy Manager (Global) with a recommended recovery plan. **New Openings & Hypercare** - Apply the global opening framework to pre-opening acquisition and membership success planning for openings within its assigned Houses. - Lead membership-side opening implementation and hypercare across its assigned Houses. - Partner with pre-opening, marketing and House teams so that application, intake and early engagement targets are met at opening. - Capture what worked and what did not at each opening and feed it back into the global opening playbook. **Data, Insight & Performance** - Track and report performance across its assigned Houses, spanning onboarding, engagement, retention, renewals, applications and intakes. - Translate House-level data into clear, commercially focused recommendations for both local teams and global strategy. - Partner with the Data Team on member segmentation and predictive churn models, ensuring local nuance is reflected. - Present regional performance and recommendations to senior stakeholders. **Partnership & Cross-Functional Working** - Partner with the Regional Membership Director, who holds accountability for regional membership performance, to ensure strategy is delivered effectively across its assigned Houses. - Work with House Membership teams, Member Relations, Operations, Marketing, Communications and Digital to remove barriers to retention and acquisition across its assigned Houses. - Provide clear prioritisation and targeting guidance so House teams can execute global initiatives consistently. - Act as escalation point across its assigned Houses for retention performance, cohort risk and engagement challenges. **Continuous Improvement & Innovation** - Identify and test improvements to member engagement, retention and acquisition across its assigned Houses. - Measure effectiveness and hand successful approaches to the Membership Strategy Manager (Global) for scaling across other regions. - Champion a culture of continuous improvement within its assigned Houses’ membership teams. **Requirements/ Qualifications:** - 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 acquisition as well as retention — intake or 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 over them. - Strong analytical capability, with experience using CRM platforms (ideally Salesforce) and customer data to inform decisions. - Experience working with behavioural insight, segmentation and predictive models to influence customer engagement. - 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 organised, 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 – e.g. building and interrogating performance reporting, structuring data analysis, and preparing decks and presentations for senior stakeholders. **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 $80,000—$85,000 USD