Membership Manager

Job Details

Ned’s Club members celebrate everything life has to offer, and our Club spaces are for like-minded professionals to meet, work, and have a good time. We’re looking for a Membership Manager to lead our small but mighty member relations team.

Building rapport is crucial for this role as you and your team will be a welcoming presence around our Club operations, supporting the club teams in delivering outstanding member experiences every day.

Do you want to join one of the best places to work in hospitality?

What’s the role?

Membership Manager

About The Ned

The Ned and Ned’s Club are a global collection of hotels, clubs, spas, and restaurants for like-minded individuals to meet, work and have a good time.

The Ned launched in 2017 in the heart of the City, in the former Midland Bank headquarters. The Ned City of London houses Ned’s Club - a private members’ space, gym and rooftop - alongside a public spa, a whole floor of event spaces, ten restaurants and bars and 250 hotel bedrooms.

Reporting to the Head of Membership, you will:

• Provide a mixture of strategic leadership and hands-on membership relations services, whilst leading the two membership relations executives
• Support the wider Membership team in maintaining membership attrition below 20% by driving engagement initiatives throughout the club and enhancing member satisfaction
• Contribute to the member retention strategy, and lead on delivering retention initiatives including tailored event invitations, personal touches, and renewal calls
• Deftly handle any escalated member or guest behaviour issues, resolving quickly and maintaining our membership culture and community
• Partner and support the membership executive with all things admin and finance to keep payments, applications, and cancellations all moving smoothly
• Help our members with answers to their questions and queries in the shared membership inbox

Leading from the front with your member relations executives, you will:

• Be a welcoming and calming presence around the operation during all key moments and events, using your excellent relationships with our members to enhance their experiences and head off any glitches early
• Proactively address member concerns and feedback, resolving issues promptly to maintain high levels of satisfaction
• Host and oversee a range of events from our monthly membership calendar, including welcoming guests, mixing with members or providing tailored introductions, and coordinating any external suppliers
• Optimise the budget available to provide surprise and delight moments to members, enhancing their visit and providing memorable Ned’s Club experiences

What The Ned can give you:

• Yearly pay of £45,000 to £48,000 depending on experience
• Complimentary meals in our friendly team restaurant, Neddy’s including monthly payday breakfast
• Exclusive rates at The Ned for staying and eating for you, your family and friends
• Wellbeing and health benefits, including Reward Gateway and Stream, with access to gym, shopping and cinema discounts
• Your birthday off, after a year of service and more holiday with length of service
• Paid volunteer day
• Refer a friend scheme
• Regular social events, including an annual pool party
• Employee assistance program – 24/7 advice and support
• Reward and recognition initiatives

What you can bring to the role:

• Being present during key moments and events is central to success in this role, so a flexible schedule is necessary to have you in the right places at the right time
• Rapport building skills are essential for this role, every guest is a loyal member or a potential new member, so every interaction is crucial to our success
• People leadership experience would be preferred as you’ll need to manage and develop your member relations team to deliver the same excellent experiences whether you are in the building or not
• As the smiling face every member and guest to our Club spaces is pleased to see, you’ll have a bright personality and genuine warmth with a passion for outstanding hospitality
• The operations team will rely on your help to smooth everything over when things go wrong, and as such this can be a high-pressure role. A calm demeanour with the ability to defuse situations and turn them into a positive is extremely valuable
• In Ned’s Club spaces you may be looking after high-profile individuals, so a high degree of confidentiality is non-negotiable

At The Ned, we don't just celebrate our diversity, we challenge ourselves to do even better. The Ned is committed to being the best place to work, and ensuring that we have a leading diversity, equity and inclusion programme is central to making that vision a reality.

Please let us know of any specific needs you may have during your interview.

All candidates must the right to work in the UK to be considered for this role.

Apply today and join us in Membership Manager

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