Membership & Community Executive

Company Description

We are looking for a proactive, commercially aware, and people-focused Membership & Community Executive to support the full member journey at Working From_ - from initial enquiry and tour through to onboarding, engagement, retention and offboarding.

This role combines member experience, sales support, community engagement and membership administration, ensuring members receive an exceptional experience while supporting the wider Memberships team to achieve occupancy and revenue targets.

You will be a key point of contact for members, support tours and enquiries, manage day-to-day membership administration, and identify opportunities to improve engagement, retention and commercial performance.

Job Description

What you'll do...

Membership Administration

• Manage member onboarding, offboarding, renewals and profile maintenance.
• Ensure membership records and data remain accurate and up to date.
• Coordinate membership communications and account administration.
• Act as a key point of contact for member queries and support.

Member Experience & Engagement

• Deliver a high-quality member experience throughout the membership journey.
• Develop initiatives that increase member engagement and satisfaction.
• Gather feedback and identify opportunities for service improvement.
• Support events, activities and communications that strengthen participation and retention.

Sales & Commercial Support

• Support the Head of Memberships with enquiries, tours and membership conversions.
• Manage follow-ups and help convert prospects into members.
• Develop a strong understanding of membership products, pricing and benefits.
• Identify opportunities to increase member value, retention and revenue.
• Work closely with the Head of Memberships to improve conversion and occupancy.

Community & Relationship Management

• Build strong relationships with members and key stakeholders.
• Act as an advocate for member needs within the business.
• Support community initiatives that enhance member engagement and value.
• Work with other WF_ locations to maintain a consistent member experience.

Systems & Operations

• Maintain a strong understanding of membership, finance, reporting and operational systems.
• Support membership reporting, trackers and administrative processes.
• Provide operational cover when required.
• Assist with system testing, process improvements and operational projects.
• Work closely with the Membership Systems Coordinator to maintain consistent processes and knowledge.

Leadership & Development

• Lead member experience and engagement projects.
• Support the development of engagement strategies that contribute to retention and growth.
• Train and support colleagues on membership processes and standards.
• Take increasing ownership and responsibility as the role develops.

Qualifications

What We’re Looking For...

• Experience in sales, hospitality, coworking, membership, customer experience or account management.
• Commercially aware, with an understanding of sales, retention, occupancy and member value.
• Confident supporting enquiries, tours, follow-ups and membership conversions.
• Strong relationship-building and communication skills, with a genuine passion for hospitality and community.
• Highly organised, proactive and solutions-focused.
• Comfortable using CRM, membership and reporting systems.
• Collaborative and willing to support across sales, engagement and operations.
• Ambitious and keen to develop their commercial and leadership skills within the Memberships team.

Additional Information

What’s in it for you…

• Competitive salary
• 28 days holiday (including bank holidays), pension, eligibility to take part in the company discretionary bonus scheme and life insurance.
• A health cash plan to claim money back and get access to lots of ways to support your physical & mental wellbeing.
• It’s ok not to be Ok, we have a confidential hotline for any support you require about anything and a network of mental health first aiders.
• Treat yourself once in a while with lots of retail & hospitality perks through our partners.
• Enjoy a free night at The Hoxton and a meal for two when you first start with us.
• Goes without saying, but we’ll feed you during your shift.
• Excellent discounts across the Ennismore family for you and your nearest and dearest (even if you decide to leave us!)
• Free night at The Hoxton every year and something a little extra £££ when you hit the big milestones!
• Lots of opportunity to progress and switch it up as part of a global family of brands.
• Training to get you settled into your role, learning academies to broaden your skillset and development that helps you think, make and thrive at work.
• Extra time off to volunteer with one of our partner charities.
• Regular team get togethers, from our team drinks to our (pretty special!) bi-annual parties – we know how to have a good time!
• Enhanced family leave for when you’re expanding your family.
• An annual diversity and inclusion calendar of events creating opportunities for you to learn, celebrate and make a positive impact.