Member Engagement Manager

About the role

This position manages high-value member relationships from the London base at 180 House. The role requires independent strategy ownership and close collaboration with global membership and support teams. You will design and evolve a dedicated concierge-style programme for high-spending and high-profile members to deepen long-term relationships. Success in this position depends on clear communication, structured thinking, and steady follow-through. You will be responsible for tracking and acting upon defined KPIs and milestones for engagement, retention, spend, and satisfaction. The role demands discretion, professionalism, and hospitality at the highest standard in all interactions. Data-driven decisions and proactive outreach will shape your member engagement and retention strategies.

Key facts

What you'll do

Drive proactive outreach to high-value members using data and member behaviour to prioritise actions and opportunities.

Design and evolve a concierge-style programme that deepens long-term relationships with high-spending and high-profile members.

Maintain detailed member profiles in CRM systems to increase engagement and spend, ensuring accurate records of activity and service interactions.

Track and report on defined KPIs and milestones for engagement, retention, spend, and satisfaction to inform strategic decisions.

Uphold discretion, professionalism, and hospitality to the highest standard in all interactions with high-profile members.

Leverage CRM tools and collaboration platforms to manage member data, communication, and relationship history effectively.

Identify trends in customer data and feedback to shape loyalty, retention, engagement, and revenue strategies across the customer life cycle.

Ensure consistent service standards through global coordination with membership and support teams across Soho House properties.

Develop marketing or strategic outreach initiatives to support member engagement and retention objectives.

Build strong working relationships with internal teams to resolve member needs and deliver seamless service experiences.

Adapt communication style to suit diverse clients in a global or multi-property environment.

Question and refine processes based on member feedback, trend analysis, and evolving best practices.

Requirements

High-touch relationship or account management experience focused on high-value clientele is demonstrated over at least 2+ years.

Experience in driving loyalty, retention, engagement, and revenue across the customer life cycle is required.

Marketing or strategic outreach background is necessary.

Reporting and customer trend tracking experience must be present.

Familiarity with working in a global or multi-property environment with a diverse client base is required.

Discretion, commercial awareness, and service excellence are central to the function of this position.

Data-driven decisions and proactive outreach shape member engagement and retention strategies.

Global coordination ensures consistent service standards across Soho House properties.

Practical notes

Typical interview steps

Hiring processes usually combine a screening conversation with one or more interview rounds. Candidates can expect questions about their experience, a scenario or case, and a chance to ask their own questions. Preparation and specific examples from past work carry the most weight. 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.

Good to know

The role relies on CRM tools and collaboration platforms to manage member data and communication.

Discretion, commercial awareness, and service excellence are central to the function of this position.

Data-driven decisions and proactive outreach shape member engagement and retention strategies.

Global coordination ensures consistent service standards across Soho House properties.

Questions to ask

Useful questions for the interview: what a typical week looks like, how work is assigned, what tools the team uses, and how feedback works. Asking how the role has changed recently and what the team wishes it had known when joining is also reasonable. Questions about the manager's priorities are especially valued.

Career growth

Careers in this field grow through a mix of experience, responsibility, and demonstrated results. Early years build skills; later years build ownership. Many professionals switch focus areas or companies to keep growing. Growth in any career comes from scope, results, and reputation. Take on work that is slightly uncomfortable, and make sure others can see the outcomes.