Membership Manager - Soho House West Hollywood

About the role

The Membership Manager at Soho House West Hollywood acts as a strategic partner to the Head of Membership and the local site team, driving both member acquisition and long-term retention within the West Hollywood market. This position owns the end-to-end member journey, from the first introduction and application through to active participation and ongoing engagement within the club's ecosystem. You will manage new member intakes and conversions, monitor behavioral signals, and provide organized, detail-focused support to Committee activities that shape the membership community. Success in this role requires disciplined note-taking, consistent written communication, and the ability to make your work easily reviewable and actionable for others. You will be expected to set priorities, share progress regularly, and ask for help early so that the membership pipeline remains healthy and transparent. The ideal candidate brings a proactive mindset, strong organizational habits, and a broad understanding of creative industries that allow for authentic engagement with members and prospective applicants.

Key facts

What you'll do

Own the member intake process within Salesforce, ensuring accurate record-keeping and tracking of attendance for both individual and group introductions.

Provide floor presence for two hours daily during peak hours to gather member feedback, address concerns, and support the Head of Membership with real-time relationship management.

Conduct regular one-on-one follow-ups with applicants ahead of quarterly Committee approvals using email, committee chat groups, and other approved communication channels.

Prepare complete membership applications in advance of Committee review, proactively contacting proposers when information is missing or additional details are required.

Monitor individual member behavior and engagement patterns, documenting insights that inform retention strategies and Committee discussions.

Support Committee activity by organizing materials, recording feedback, and maintaining documentation that is clear, structured, and easy for others to build upon.

Act as the primary point of contact for members requiring guidance through the application and onboarding journey, ensuring a professional and consistent experience.

Uphold club standards by maintaining detailed notes, meeting deadlines, and communicating updates promptly to internal stakeholders.

Identify opportunities to strengthen member networks by leveraging your understanding of creative industries and existing contacts within the broader ecosystem.

Promote interest in hospitality and private members' clubs through informed conversations with candidates, referral partners, and prospective members.

Physically manage objects throughout the club environment, demonstrating the ability to seize, grasp, turn, and hold items safely and efficiently.

Stand for extended periods and move frequently across the club floor, maintaining an active presence during hours of peak membership activity.

Transport and handle items weighing at least 50 pounds as needed to support member services and operational tasks.

Perform occasional bending, kneeling, crouching, and climbing to fulfill role responsibilities in various areas of the club.

Maintain fast-paced movement across the club to respond to member needs, support events, and fulfill administrative duties without delay.

Requirements

Bachelor's degree is required.

Strong organisational and administrative skills are required, with experience managing calendars and member records in Salesforce.

Experience with CRM systems, particularly Salesforce, is highly desirable.

Excellent interpersonal and communication skills are required for professional interaction with a wide range of people.

A detail-oriented approach is required when preparing documents and recording behavior or feedback.

A proactive, problem-solving mindset is required to handle sensitive situations with discretion and professionalism.

A broad network and understanding of creative industries enable engagement with members and potential new applicants.

Interest in hospitality or private members' clubs is an advantage.

Physical ability to seize, grasp, turn, and hold objects with hands is required.

Ability to work on feet for at least 8 hours is required.

Fast-paced movements are required to move across the club.

Ability to move, pull, carry, or lift at least 50 pounds is required.

Occasional kneeling, bending, crouching, and climbing are required.

Nice to have

Interest in hospitality or private members' clubs is an advantage.

Practical notes

Paid Time Off covers sick days and vacation days.

Career Development provides domestic and international growth opportunities.

Typical interview steps

Interviews in this field typically test judgment, communication, and fit as much as technical skill. Be ready to describe a challenge you faced, what you did, and what you learned. Most companies value honest answers over polished ones. Whatever the role, preparation is visible. Reviewing the company's product, the job description, and your own past work before the conversation is the strongest step.

Career growth

Career growth comes from taking on harder problems and making your work visible. Look for opportunities to own outcomes, mentor others, and learn the physical and operational realities of the club beyond your team. Growth in any career comes from scope, results, and reputation. Take on work that is slightly uncomfortable, and make sure others can see the tangible outcomes of your efforts.

Questions to ask

Worth asking in any interview: how the team measures success, who the role works with daily, what the onboarding looks like, and what the company is trying to achieve this year. Asking what past hires did well is a strong final question. Keep the list short and pick the questions that matter most to you.