Membership Retention Manager - Private Members Club

  • Location
    City Of London, Greater London
  • Category
    Customer Service - Customer Services Manager
  • Contract Type
    Permanent
  • Salary
    £ 38000 - £ 40000 / Year
  • OrganizationType
    Office

If you are an amazing five star service driven individual who wants to make great money working at an incredible company then keep reading. You will need to provide an immediately identifiable and excellent customer service for members and their guests. Build solid relationships with existing members through ongoing, targeted outreach, with the overall goal of membership retention and community engagement - creating a valuable and sought-after private Club environment where women can come together, network, learn and support each other.


Outline of Key Responsibilities:




  • Be the first point of contact for members and guests, representing the Club's ethos, breathing life into the club and providing a warm and inviting welcome and 5* service.

  • Build excellent rapport with members by creating a friendly and familiar environment and going the extra mile.

  • Regularly contact members who have not recently visited the Club, via email and telephone talking to them about upcoming events and happenings within the community.

  • Identify the needs of our members' and guests together with opportunities for communicating and up selling our services to support their experience of the Clubs.

  • Send personal and targeted emails to members for special events, particularly when we know their preferences.

  • Update CRM with Member preferences and feedback.

  • Attend evening and day-time events - engaging with Members to understand their needs and preferences, in order for the club to continually provide Members with the best possible opportunities to engage the entire membership community.

  • Conduct tours of the facilities in the absence of the membership team.

  • Pass any referrals for membership onto the Membership Sales Managers.

  • Help to facilitate introductions between members.

  • Ensure that member journey and experience is second to none, identifying any issues or opportunities to improve, and communicating these to management.

  • Assist the F&B department as and when required with menu printing and basic administrative requirements.

  • Answer phone calls and emails in a timely, friendly and professional manner, assisting with enquiries or directing to the appropriate person.



General Responsibilities:




  • To undertake any additional duties as reasonably directed by Management.

  • To adhere to company practices and procedures at all times in particular those relating to discipline, and Health and Safety

  • To assist any guests who may have special needs in moving around the building.

  • To promptly report any customer complaints to the Manager on duty.

  • To ensure good communication with all colleagues and supervisors.

  • To handle lost property.



Person Specification



  • Warm, friendly, compassionate and approachable

  • Experience working in a 5* environment and willing to go the extra mile for our members.

  • Outgoing and personable

  • High level of attention to detail

  • Ability to multitask whilst remaining calm

  • Adaptable and customer focussed

  • An interest in events

  • Excellent communication skills, both oral and written

  • Strong team player with the ability to work on own initiative

  • Professionalism

  • High energy

  • Resolve complaints

  • Able to work effectively with computerised systems like MS Office XP, Outlook

  • Excellent interpersonal skills with a proven track record of dealing with high profile people

  • Strong customer care ethic and ability to build relationships

  • Cope well under pressure



Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.


By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Nikki Toumba