Senior Account Manager

About the role

The Senior Account Manager is responsible for the quality, consistency and depth of every member relationship across the Soho House portfolio. This is achieved both by managing a cohort of clients themselves, and also leading and coordinating a team of Account Managers with their own book of accounts. In your cohort will be the highest leverage and most complex member relationships which you will manage on a day-to-day basis. You will also be the escalation point for the Account Management team to solve problems, set and maintain the standard, and identify and communicate opportunities and trends across all accounts. You will filter and coordinate opportunities from across the business, supporting the team in fulfilling specific daily requests and requirements from business units globally.

Key facts

What you'll do

Serve as the primary point of contact for the most senior, complex and sensitive Soho Houses members, building trusted, long-term and personal relationships. Ensuring there is a seamless transition from onboarding to ongoing account management.

Own the full lifecycle of a member, from onboarding, curating their interaction with the business, advocating for each individual across the business and retention of all members.

Lead the full onboarding journey for new members, including needs assessment, profile creation and service orientation. Assessing onboarding outcomes and refining processes accordingly to elevate the member journey from day one.

Oversee invoicing, billing accuracy, and payment processing for all Soho House members. Coordinating with Finance Teams on reconciliations and reporting to ensure all payments are accurate and received on time.

Establish service standards and communication protocols tailored to each member. Maintaining accurate member records, preferences, and service histories.

Set the standard for how all Soho House members are engaged, communicated with, and retained, and support the team to maintain this standard.

Oversee the full member journey from onboarding to long-term relationship, ensuring every touchpoint is personalised, proactive and discretionary.

Anticipate the needs of members before they are expressed, working with the Events, Partnerships and Operational teams to curate personalised moments that feel unique and curated.

Proactively invite and coordinate member participation in bespoke Soho House events, experiences, and partnerships.

Address escalations or complex requests with speed, professionalism, and discretion, from start to resolution.

Lead and coordinate the team of Account Managers, providing structure, operational support and demonstrating the standard of service delivery, consistency and attention to detail.

Implement service improvements by introducing clear SLAs and protocols and quality monitoring process to ensure consistent service delivery.

Drive the quality of the experience by representing the membership to Houses and ensuring all services are delivered in accordance with operational protocol.

Oversee workflow allocation, prioritisation, escalation handling, and support with complex request fulfilment to ensure a seamless experience at every touch point.

Handle all high-level escalations calmly and decisively, and action the associated learnings to ensure they do not recur.

Evaluate concierge team performance and implement service improvements or training initiatives where appropriate.

Guide the team to be confident act without escalating everything upward, while knowing exactly when to bring the Lead in.

Support the team by acting as the interface between the needs of the members and business operations including Events, Partnerships and Operational teams.

Work closely with the Event Manager to manage event communications and to analyse efficacy of events and implement associated service improvements.

Collaborate with Membership, Operations and Data teams globally to share member intelligence and deliver consistency across Houses.

Lead the internal Soho House Ambassadors program - building the network of House-level contacts who can deliver a personalised experience for Soho House members globally.

Own all SOPs followed by the Account Management team - keeping them relevant and monitor when training is required.

Oversee the allocation of budget associated with service delivery.

Develop and oversee SLAs to support the highest impact requests of members including bedroom and event allocation.

Work with the Data team to build and maintain a reporting framework covering member satisfaction, engagement, spend, response times and service quality.

Translate data into insight - presenting clear, actionable recommendations to senior leadership on what is working and what needs to change.

Track your cohort of clients on a weekly basis to proactively anticipate churn and implement strategies to prevent this.

Monitor the potential for churn in the team and offer weekly support to offset this.

Report on team performance against KPIs on a weekly and monthly basis, and recommend improvements for underperformance.

Report on monthly allocation of service benefits to members, revenue, visits and make recommendations for further personalisation of service in the following month.

Requirements

5+ years' experience within private members' clubs, luxury hospitality, concierge services, or membership based environments.

Demonstrated experience leading a service or account management team in a high-expectation, relationship-driven environment such as luxury hospitality, private members' clubs, UHNW client services or equivalent.

Demonstrated experience managing senior HNW client relationships with an understanding of how to build authentic personal connections that allow you to personalise service delivery.

Strong attention to detail and time management skills with an ability to maintain consistently high standard in a busy, fast paced environment.

Excellent problem-solving skills, a proactive nature and the ability to take initiative to collaborate cross-functionally with other departments.

Strong analytical and reporting capabilities with a data-informed approach to service excellence.

Exceptional communication, emotional intelligence, and discretion.

Highly organised, detail-oriented, with proven ability of managing multiple tasks and priorities under pressure, while remaining calm and composed.

Proactive and solution driven mindset with the ability to anticipate needs and act with discretion and urgency. With the ability to build rapport quickly with high-profile, high-expectation individuals.

Passion for luxury lifestyle, hospitality, and delivering premium member experiences. The ability to identify luxury beyond the standard offering of premium concierge businesses.

Tech-savvy, with experience of using CRM (ideally Salesforce), or loyalty programme platforms.

Proficient in using hospitality management tools and software including Opera, Open Table and GEM.

Strong understanding of global concierge services and loyalty programs.

Passionate about the Soho House ethos and creating unforgettable experiences for our members.