Memberships Manager

**About THG Ingenuity**

THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment.

Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble.

We are seeking a passionate and polished **Membership Manager**to join our prestigious Country Club team. This pivotal role focuses on onboarding, engaging, and retaining our valued members — ensuring every stage of the membership journey reflects the exclusivity, warmth, and excellence that define our club.

You will be the face of our membership experience, balancing commercial awareness with genuine relationship-building, and ensuring that every interaction with prospective and existing members aligns with our world-class standards.

***Key Responsibilities**:
**Membership Sales & Lead Management**:

- Manage all inbound membership enquiries, ensuring each potential member is professionally vetted and aligned with the club's values and culture.
- Oversee and coordinate the club's membership tour diary, ensuring efficient scheduling and exceptional first impressions.
- Personally conduct engaging and informative tours, showcasing the club's facilities — fitness, spa, dining, and leisure — in line with 5-star presentation standards.
- Maintain and manage the**prospect database, prioritising qualified leads and ensuring timely follow-up communication.

**Onboarding & Member Experience**:

- Oversee a seamless onboarding process for all new members, including etiquette introduction, facility orientation, booking systems, online account setup, gym induction, and PT engagement.
- Implement a structured**welcome call programme, ensuring new members receive a personal check-in two weeks post-joining.
- Design and coordinate an annual calendar of welcome events and social gatherings to integrate new members into the community.
- Work collaboratively with all departments to ensure new members experience consistent excellence from day one.

**Retention & Relationship Management**:

- Develop deep, long-term relationships with members, understanding their needs and maintaining ongoing engagement to support retention.
- Actively monitor member satisfaction, providing timely resolutions and personalised service to at-risk members.
- Manage the membership leaver process, personally contacting every departing member to understand reasons and identify opportunities to retain them.
- Produce a monthly attrition report, analysing leaver trends and conversion success rates.

**Performance & Market Insight**:

- Work to achieve monthly and annual targets for both new joiners and member retention.
- Provide weekly reporting on total membership headcount, joiners, and leavers.
- Partner with the General Manager to review performance metrics and adapt sales or retention activity as needed.
- Stay attuned to emerging trends across 5-star clubs globally, bringing innovative ideas to enhance member experience and value.
- Explore creative collaborations between THG Experience properties to enhance membership privileges and reciprocal benefits.

**Administration & Budget Management**:

- Manage all membership administration accurately, ensuring timely documentation and data integrity.
- Support budget management and financial forecasting for membership performance.
- Be a key member of the management team of the club and carry out Duty Manager shifts where necessary.

**About You**:

- Proven experience in luxury hospitality, private members' clubs, or premium lifestyle environments.
- A natural relationship builder with strong interpersonal, communication, and presentation skills.
- A proactive and commercially driven mindset with a focus on both sales performance and service excellence.
- Highly organised with impeccable attention to detail.
- Confident using CRM, booking, and membership management systems.
- A passion for wellness, fitness, and hospitality.
- Professional, polished, and discreet — with a genuine desire to exceed expectations.

**Benefits include**:

- Fantastic bedroom rates for yourself and F&F 20% off dining at the hotel
- 50% off dining at Hale Country Club & Spa, also 50% discount on monthly club membership
- Up to 50% discounts on THG brands, including Myprotein, Lookfantastic, ESPA and many more
- Onsite GP (avoid the waits)
- Onsite physiotherapist
- Annual leave entitlement rising every year with service plus your birthday off
- Meals provided when on duty
- Competitive salary
- Company pension scheme

**THG Ingenuity is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to th