CWH Membership Manager – Growth Cities and Retention NA and LATAM

Soho House is a global network of private members' clubs, restaurants, hotels, workspaces and cinemas, catering to those in the creative industries. The company has unique ventures throughout the UK, EU, NA, LATAM and APAC with new openings planned globally. Soho House is a space for its diverse membership and teams to connect, grow, have fun and make an impact.

Soho House is a platform for creativity and a space for its diverse membership to have fun, connect, discover and grow. Our passion is people, and we put members and our team at the heart of everything we do. We promote equality, respect and kindness within our walls, and in every community, we create around the world. At Soho House, culture is everything and we believe that our Houses are only as good as the people who work within them. 

Soho House is proud to be an equal opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

As the Membership Manager  - Growth Cities and Retention NA/LATAM (MM) you will be responsible for curating and growing the Cities Without Houses (CWH) Membership in our growing CWH cities across NA and LATAM. You will manage and handle recruitment, retention, member enquiries, communications, and overall administrative duties for currently 30 cities and growing.

As the MM you will oversee all aspects of the member experience from inductions through to regional communications. You will also be the day to day contact for your members managing member enquiries and being the voice of these growth cities internally within Soho House.

You will report into the Head of Memberships for both these regions ensuring membership targets are achieved and that the overall member experience is consistently high quality, friendly and memorable.

In this role you will support the regional membership team to help operationalise retention efforts. This wil involve checking the weekly reports for renewals, new joiners, chasing payments etc and liaising with MMs in our key cities for outreach. This will involve creating reports, excel documents and updating our membership platform Salesforce. You will work closely with our member success team and our comms manager to pilot and rollout initiatives that deliver on our retention goals.

A working understanding of salesforce will be beneficial but not mandatory but you will need to be willing to upskill. A good working knowledge of excel and/or project management skills would also be advantageous.

This role is for someone highly organised, data driven and results focused. Its about coming up with time and resource efficient initiatiaves that can be rolled out as scale and can be tracked and reported.

• Review membership applications across our CWH Growth cities to ensure all new members meet our Soho House values and requirements.
• Reach out to members for information to support their applications such as proof of residence, social media handles etc
• Oversee membership administration, ensuring all internal processes are followed, and manage member data through CRM systems such as Salesforce.
• Manage day to day member queries and be point of contact for members in growth cities
• Monitor and meet all intake targets by quarter and build a strong waitlist
• Review and monitor Growth Cities to identify potential cities for future Houses and/or to start programming events
• Observe member habits, feedback and engagement patterns to identify opportunities for acquisition, engagemement and retention and to improve member experience
• Travel may be required to support membership growth, retention and programming and key market moments

• Execute a regular communications plan that keeps members informed, engaged, and excited about their benefits and reinforces the value of their membership across NA and LATAM.
• Partner with comms manager to create Growth City specific servicing communications
• Partner with CRM team to build a tailored and personalised communications approach for CWH Growth Cities
• Work with Comms Manager on commuications plan to improve retention and drive member engagement

• Handle member concerns and behavioural issues across CWH Growth Cities, making difficult calls when necessary, and documenting the outcomes in line with Soho House policies.
• Coordinate with House teams to facilitate member and prospective member requests and arrange appropriate good will for members

• Work alongside the project team to create and manage reports to track churn, intakes, chasing members across all CWH Cities including Growth Cities
• Review these reports and project manage the CWH NA and LATAM membership teams on their outreach
• Work alongside the member success manager and comms manager to manage campaigns and how membership efforts sit alongside existing processes and communications

• Partner with Events Producers to team on programming strategy and execution within assigned markets, including identifying relevant cultural moments, member interests and opportunities for acquisition and retention

• Participate in membership calls, meetings, and brainstorms to share best practices and ideas.
• Work closely with all key stakeholders to ensure consistent member engagement and a high-quality member experience.

• Entrepreneurial Mindset: Self-motivated, driven, and able to work independently to deliver results.
• Excellent Communication Skills: Strong written skills for marketing content, member communications, and event copy; emotionally intelligent in handling difficult conversations.
• Data, Project Management and Excel skills: Experience in data management and/or project management and working understanding of xcel
• Highly Organised: Capable of managing multiple tasks, prioritising workload, and overseeing team retention performance across the CWH NA and LATAM region
• Commercial Acumen: Understanding of how to balance membership targets with quality engagement. Basic understanding of budget management and a willingness to deep dive into commercials of the business
• Proficient in Technology: Familiarity with Microsoft Office Suite and Salesforce (highly beneficial)