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Member Success Coordinator

8 months ago

London, United Kingdom Soho House & Co. Full time

**The Role**

**Main Duties**
- Responsible for contributing to global retention targets and maximizing commercial objectives relating to engagement, revenue and member experience.
- Support with reporting on global retention metrics, identifying key trends and providing insights on data.
- Add value to every interaction with members, deliver creative wow moments and unforgettable member experiences.
- Proactively handle escalations and complaints with care and sensitivity, recovering situations with member retention as core focus.
- Be an expert in membership processes, including payments, adjustments, transfers, ensuring all requests are handled accurately and as per company/legal guidelines.
- Support with recruitment, onboarding and training of new team members.
- Contribute to the wider success and development of the team, highlight opportunities for process improvement and provide innovative corresponding solutions.
- Develop strong relationship with local membership teams, and work collaboratively with them to provide exceptional end to end member experience.
- Project manage your own workflow, balance competing interests of different tasks and deadlines.
- Work with Member Success Manager to implement retention strategies and other ad hoc projects

**Key Relationships**
- Member Success team
- Soho Support Team
- Local membership team
- Soho House Membership

**What We Are Looking For**
- At least three years of customer facing experience, preferably in high-end sales or hospitality environment.
- Experience managing stakeholders, and working in a fast-paced, target driven environment.
- Fluency in English, written and verbal. Additional languages (such as Spanish, German, Italian) beneficial.
- Have a genuine passion for delivering consistently exceptional customer service.
- Be a creative and forward-thinking problem solver, prioritising member experience alongside wider business interests.
- Excellent written and verbal communication skills, able to articulate accurately and efficiently with warmth and professionalism.
- Fastidious and detailed approach to tasks, diligent and tenacious when handling complex cases and escalations.
- Adaptable and pragmatic, motivated by a changeable and fast paced commercial environment.
- Collaborative, eager to contribute to a growing team, share knowledge and support with training and development.

**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.
- Weekly Pay
- Soho Friends Membership (Every House Membership applicable after 1 year' service)
- Free lunch at Store X Café in 180 Strand Mondays & Fridays
- 50% off Food & Drink, 7 days a week
- Staff Room Rate; Any Bedroom, Any House, $100 a night
- Private Health and Dental Care
- Life Assurance
- Birthday Day Off
- Up to 50% Staff Discount on Cowshed & Soho Home
- Dog Policy
- 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.