Membership Director

3 weeks ago

London, Greater London, United Kingdom KOKO Full time
Job Title: Director of Membership

We are seeking a highly experienced and dynamic Director of Membership to lead the membership department of our business. As the Membership Director, you will be responsible for developing and executing strategies across acquisition, retention and community incentives to drive overall growth in alignment with the company's goals and objectives.

The ideal candidate will possess a deep understanding of the entertainment and hospitality industry and membership operations, with exceptional leadership skills and a proven track record of successfully developing membership communities with commercial performance.

Reporting directly to the CEO, they will play a pivotal role in shaping and delivering strategic objectives within Membership, but also collaborating closely with Events, Marketing and Operations to achieve wider Company objectives.

KOKO is a renowned live music venue and members' club, offering an unrivalled experience for live music fans and with high spec streaming capabilities integrated throughout. The House of KOKO is a new members' club spanning four floors backstage at KOKO, which gives access to; a stunning new roof terrace and conservatory, dome cocktail bar, penthouse and recording studio, piano room, library, a hidden speakeasy, stage kitchen and secret vinyl rooms.

Key Responsibilities:

  • To develop and lead a membership strategy supporting the wider company targets and objectives, championing growth through acquisition, retention and community focussed initiatives.
  • Drive the development and execute strategies of engagement aligning with cross-functional teams, marketing, events, and operational functions.
  • With a strong presence amongst members, lead from the front and engage in brand initiatives to elevate the experience.
  • Oversee operational processes and communication channels, ensuring effective management of relationships with members, committee and partners.
  • Analyse market trends, competitive landscape, and members behaviour to identify new areas for growth through acquisition and opportunities for engagement to enhance the members' experience.
  • Develop and maintain contacts within relevant cultural, commercial and social markets, building a strong network to support acquisition and opportunities to reach set targets.
  • Manage, lead, and inspire a high-performing membership department, support recruitment, performance management and succession planning.
  • Provide mentorship, coaching, and professional development opportunities to team members, fostering a culture of collaboration, continuous growth, and accountability.
  • Strategically cultivate our offering and programming to ensure conversion of interest in the membership offerings.
  • Collaborate with marketing teams to create engaging messaging, encourage community build as well as exclusive experiences.
  • Strategically oversee the Committee members and the conversion of KPI's to deliver membership sign ups.
  • Provide direction and guidance to the Membership Sales department to drive corporate client acquisitions and partnerships.
  • Support the implementation of strategies to enhance the Patrons program, driving increased membership participation and revenue.
  • Develop and maintain a robust reporting framework to track KPI's related to growth, retention and other relevant metrics.
  • Support integration and continuous development of software and customer relationship management (CRM) solutions as needed.
  • Creatively unlocking potential for growth through programming and engagement incentives.
  • Collaborate with guest experience teams to enhance guest and members journey and incentivise renewal and acquisition, driving repeat business and positive word-of-mouth referrals.
  • Provide and implement feedback to support business growth based on engagement with committee and members, identifying patterns and member needs.
  • Engage in the creative scene, attend external events and other face-to-face B2B outreach to advocate for KOKO's hospitality offerings and build awareness about KOKO.
  • Maintain a regular presence on site, particularly during key events and busy times, to stay connected with members and teams.

About the Role:

We're seeking an individual with a passion for curating members experiences beyond the expected – You would have a natural talent for creating relationships and connecting people with keen interest in music, culture, art and hospitality, and a passion for creating an entertaining, engaging environment, with integrity.

  • Extensive, relevant experience in a senior membership role, preferably at directors level, with a strong understanding of working towards both internal and external stakeholders.
  • Skilled in membership communications, ensuring clear, engaging, and consistent messaging.
  • Financially savvy, with experience managing P&L and an ability to through data, review business performance, track results and make informed decisions.
  • A team manager with presence and proven experience in managing high performing teams
  • Adaptable to dynamic and changing environment as the role might grow and progress further with the business expanding.
  • Excellent understanding of, and with passion for, the Cultural landscape in London and beyond.

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