Job Purpose:
The Membership Manager supports the Head of Membership in all aspects of member management, focusing on new member introductions, behaviour monitoring and handling, retention monitoring, and Committee activity.
This role is hands-on and administrative, requiring strong organisational skills and attention to detail to keep all membership-related processes running smoothly. The Membership Manager will also be a key point of contact for members, ensuring timely follow-ups on any issues and helping maintain member satisfaction. They will attend Membership Committee meetings and assist in the preparation of applications for review.
Main Duties...
Member Introductions & Onboarding
- Maintain and manage the House's member introduction calendar, ensuring all new members are properly introduced to the House, its community, and facilities.
- In partnership with Member Relations, host and lead member introductions, ensuring that all members have a warm and personal welcome and they understand our rules and values.
- Ensure accurate recording of attendance on Salesforce, following up with campaigns to ensure that all members attend. Host individual member intros for those members who couldn't attend the group sessions.
Membership Behaviour Management
- Monitor and record member behaviour, keeping detailed logs on Salesforce for future reference and updating on action has been taken.
- Flag behaviour-related issues to the Head of Membership and ensure appropriate and timely follow-ups are carried out.
- Support in ensuring all members adhere to the House rules, maintaining the standards and values of the community.
Membership Retention & Engagement
- Monitor member engagement and satisfaction, gathering feedback from members (and replying to the feedback emails) and working closely with the Member Relations and Success Team to identify potential churn risks.
- Assist in executing strategies to enhance member retention, understanding retention rates and taking action when needed.
- Play an active role in addressing member concerns and issues through feedback emails, keeping detailed records on SF and lead on follow-up actions, ensuring all concerns are addressed in a timely and professional manner. Supporting the Head of Membership in meeting and engaging with members to resolve potential problems.
- Plan and draft the monthly member outreach email – gathering information from Operations and Events teams at the House and working in collaboration with the Global Marketing team to ensure members are always up-to-date on key information and moments to help them make the most of their membership
- Facilitate ad hoc communications on an as-needed basis with support from the Global Marketing team
- Drive awareness of operational updates and key events and offers by briefing in local push notifications, to be deployed by the Global Marketing team
Membership Applications & Committee Support
- Prepare membership applications ahead of approval, ensuring any applications missing proposers have been contacted, or met if further information is needed.
- Prepare the Committee approval lists for review before each meeting.
- Attend Membership Committee meetings, taking detailed notes and providing administrative support for the Head of Membership.
- Support the Committee by scheduling regular meetings outside of Committee events with the Head of Membership and yourself
Administration & Reporting
- Maintain accurate and up-to-date member records on Salesforce and other systems, ensuring that all member behaviour and feedback is logged.
- Assist the Head of Membership with the preparation of reports and presentations on membership performance, behaviour, and retention statistics.
- Monitor key metrics related to member satisfaction, attendance at events, and retention, ensuring the Head of Membership has the necessary data to make informed decisions.
Experience Required...
- Strong organisational and admin skills with experience in managing calendars and member records in Salesforce
- Experience with CRM systems, particularly Salesforce, is highly desirable.
- Excellent interpersonal and communication skills, with the ability to interact confidently and professionally with a wide range of people.
- Strong attention to detail, particularly when preparing documents and recording member behaviour or feedback.
- A proactive and problem-solving mindset, with the ability to handle sensitive situations with discretion and professionalism.
- An interest in hospitality or private members' clubs would be an advantage.
- Fluent in Japanese and English.
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