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 Global Membership Strategy Manager, 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 Accountabilities..
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, Churn & Engagement
- Deliver its assigned Houses’ contribution to the global membership retention target
- Localised: design and run churn toolboxes that reduce churn 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
Benefits…
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 grow your career.
- Annual Every House Membership
- 50% off Food & Drink, 7 days a week
- Staff Room Rates
- Private Health and Dental Care
- Weekly Pay
- Life Assurance
- Up to 50% Staff Discount on Cowshed & Soho Home
- In Office Dog Policy on Fridays
- Season Ticket Loan
- Christmas Office Closure
- In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice.
- Free Counselling Sessions
- Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate.
- Continuous training to develop yourself personally and professionally
- Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much more
- 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
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