Head of Memberships

What youll do

Membership Sales & Revenue Growth

• Own membership sales activity with responsibility for achieving revenue and occupancy targets.
• Develop and execute membership acquisition and retention strategies.
• Conduct proactive outreach to secure new members partnerships and business opportunities.
• Manage and oversee broker relationships
• Conduct tours manage applications negotiate memberships and oversee contracts and terms for higher-value memberships.
• Support and coach the Membership & Community Executive on sales tours follow-ups and conversions.
• Identify and develop additional revenue opportunities and partnership initiatives.
• Prepare and manage weekly sales reporting forecasts pipeline tracking and annual sales planning.
• Work closely with the Director of Coworking to deliver annual growth and revenue targets.
• Support annual pricing reviews and implement price increase strategies where required.

Membership Experience & Retention

• Oversee the full member journey from onboarding through to renewal and departure.
• Drive retention strategy and proactively manage churn reduction initiatives.
• Ensure members receive exceptional service and support throughout their membership.
• Build strong relationships with members through regular engagement and feedback sessions.
• Oversee NPS surveys analyse trends and implement actions to improve member satisfaction.
• Handle escalated member concerns and ensure effective service recovery where necessary.
• Ensure all member communications are clear timely and aligned with the brand tone of voice.
• Collaborate with the Membership & Community Executive and Membership Systems Executive to ensure smooth onboarding move-ins move-outs and daily member support.

Community & Events

• Work with Brand and the Director of Coworking to curate an engaging programme of member events and partnerships.
• Oversee the planning and execution of community engagement initiatives.
• Ensure events contribute to both member retention and wider brand awareness.
• Build relationships within the local creative and business communities to strengthen Working Froms presence and reputation.

Operations & Systems

• Oversee and maintain the membership CRM and database ensuring accurate and up-to-date member and prospect information.
• Ensure all membership administration is managed accurately including contracts renewals cancellations transfers and reporting.
• Collaborate closely with operational and front-of-house teams to maintain a seamless member experience.
• Monitor operational trends and member feedback to identify areas for continual improvement.

Leadership

• Lead support and develop the Membership team.
• Create a culture of accountability hospitality collaboration and proactive service.
• Coach and support team members in sales processes member engagement and service delivery.
• Act as a key stakeholder within the wider management team contributing to business strategy and performance.

Qualifications :

What Were Looking For

• Strong background in membership sales hospitality coworking or account management leadership.
• Commercially astute with strong financial awareness and revenue-focused thinking.
• Proven experience in both sales growth and customer retention strategies.
• Exceptional relationship-building and communication skills.
• Strong organisational skills with excellent attention to detail.
• Natural leadership qualities with high emotional intelligence.
• Passion for hospitality community building and creating memorable member experiences.
• Comfortable balancing strategic planning with hands-on operational involvement.
• Experience working with CRM systems reporting and membership administration.
• Proactive adaptable and solutions-focused mindset.
• Someone who thrives in a collaborative environment and leads by example.

Additional Information :

Whats 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.
• Its 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 well 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 youre expanding your family.
• An annual diversity and inclusion calendar of events creating opportunities for you to learn celebrate and make a positive impact.

Remote Work :

No

Employment Type :

Full-time