Member Relations Manager

4 weeks ago

London, United Kingdom Fulham Pier Full time

Fulham Pier

Positioned along the Thames and nestled by parkland, weve bought life to this pocket of South West London by creating a unique destination thatll be open morning, noon and night. Weather a visitor is looking to start the day with sunrise yoga; pop in for a flat white in between meetings; make space for mindfulness in their lunch break or try a pizza class with the kids; or make a date with a glass of bubbles, theres something for everyone.

Your role in this destination to continuously rediscover is to be the expectational host, to make every visit a memorable experience, to make every day worth savouring. Fulham Pier is the heart of the community, and so are you.

Role

A manager position, based out of the Lighthouse Social Club, and responsible for overall member relations excellence. Acting as a brand ambassador, embodying the ethos, philosophies and spirit of the Club and how we conduct ourselves with members at all times. Building personal relationships with powerful and influential members around the Club, super serving them with care and attention. Working with the Event Programming and Operations teams to help drive attendance at programming calendar events, as well as promoting themed evenings, meal times, cocktail events and other community-oriented gatherings and moments during the week. Attending high profile events to manage attendees, guest lists, crowd management and overall member experience. Taking an active role in the internal recruitment of new members and the driving of applications from attending guests and visitors. Observing member conduct and behavior, and at times being on hand as a representative of the membership team to help handle issues that arise. Creating opportunities, leads and introductions to assist with securing valuable talent for member event programming.

Responsibilities

oPrincipally, be a key member-facing personality and face of Lighthouse Socialthe most present member of the marketing and membership team, regularly based in the Club to interact with, look after and build relationships with members.

oWorking closely with the rest of the Membership team, take responsibility for being the guardian of protocols, procedures, practices and policies around how we handle, manage, speak with and look after members on a day to day basis.

oOversee the performance and operating practices of front of house receptionists and hosts, to ensure they are treating Members with charm, respect and understanding at all times.

oAttend events as a friendly face, helping to co-host and welcome members to programming calendar moments, and supporting the programming team.

oWorking closely with colleagues, act as a key lynch pin for the Membership community, able to secure member participation and buy in when the club is promoting themed evenings, cuisines, cocktail events and other community-oriented gatherings during the week.

oHelp source willing members for small group activities organised by the club - mini focus groups, food tastings, quiz teams etc. Act as a champion for social moments and tactically introduce members to each other socially that are a good match.

oWorking closely with senior management, assist with assembling invite lists for major events, especially those that require participation from celebrity members.

oMake a point of building relationships directly with prominent and influential Club members in order to act as a point of contact in the business.

oIntroduce potential new members to Lighthouse Social through representing the brand, with particular focus on eliciting new member applications from on-site guests and visitors. Help ensure on brand visitors to Lighthouse Social understand how the application process works, and in the case of particularly valuable Member prospects, offer to help shepherd their membership applications so they are fast tracked into the next Committee meeting.

oObtain regular feedback from Members and take an active role dealing with complaints or problems that members raise around club service, performance and delivery. Feed these issues back to operations colleagues for follow up or remedy as required.

oAssist the Membership, marketing and event programming teams with leads, introductions and personal connections to members who can help bring talent, performers, speakers, sponsors and other partners to the club.

oWith specific reference to relationships with name talent, help secure the participation of well-known members in event programming, as well as other company initiatives, as and when directed.

oIn conjunction with the Membership and Operations teams, play a key role in refining codes of conduct for members, especially our published Club Rules.

oObserve member behaviour and conduct in the club for reporting attire, attitude, guest profile, tone with staff, general demeanour and be on hand as a representative of the membership team to help handle issues.

oEnsure all incidents involving members who behave badly, or who disregard the club rules, are noted on the daily report, and on members files.

oWith guidance from the Head of Membership, participate in follow up communications with members about conduct and other behaviour that is in violation of the Club Rules, including phone calls, in person meetings and written emails as necessary.

oSubmit daily reports on member relations to all heads of department on a daily basis.

Personal Profile

A charismatic, amiable and customer facing individual with extensive hospitality experience and a great set of personal contacts. An expert relationship builder, able to charm and entertain new people in any social setting, as well maintain a strong personal network of close connections with influential people. A passionate team player with excellent drive, fantastic presentation and impeccable phone manner, as well as a natural aptitude for customer service. A clear communicator and educator, able to set standards, give instruction and monitor performance.


Health & safety

As confident custodians, all staff must adhere to Fulham Piers Health and Safety policy as well as comply with all role specific health and safety requirements. In addition, all staff have the responsibility to report any breach or potential breach in health & safety to a member of the health and safety team or senior manager.

Safeguarding

Fulham Pier acknowledges that everyone has a responsibility for the wellbeing and safety of children, young people and adults at risk who are visiting Fulham Pier. As part of Fulham Piers commitment to providing a safe environment for children and adults at risk, we operate a Safer Recruitment Policy which all candidates must comply with. In addition, we require all staff who work with or interact with children or adults at risk to comply with our Safeguarding Children and Safeguarding Adults Policies.

Equality, diversity & inclusion

We are committed to supporting an environment where all staff have a personal responsibility to uphold Fulham Piers Equal Opportunities Policy by treating fellow employees, prospective employees, casual workers, prospective casual workers, and customers fairly and impartially.


AMRT1_UKCT

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