Estelle Manor
Head of Membership
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Who are we?
Estelle Manor is a rural retreat set on an 85-acre estate in Oxfordshire. The manor has four restaurants, an extraordinary 3,000 sq metre Roman-inspired spa- Eynsham Baths, 108 bedrooms and a gym with class studios and padel courts. Plus, there’s a kids’ club for the little ones and a workspace.
Here's a bit more detail on what we see you doing in this role:
As Head of Membership, you will lead the growth, retention and engagement strategy for Estelle Manor's thriving membership community. Working closely with the Group Director of Memberships, you will be responsible for driving commercial performance, enhancing the member experience and ensuring the Membership team delivers an exceptional service at every touchpoint.
This is a highly visible leadership role, combining strategic thinking with hands-on operational management. You will take ownership of membership performance, oversee the membership journey from application through to renewal, and work collaboratively across the business to ensure our membership proposition remains market-leading.
Who we are looking for:
We're looking for a commercially minded membership leader with a genuine passion for hospitality, luxury experiences and relationship building.
You'll have experience leading membership, guest relations, customer engagement or loyalty functions within a private members' club, luxury hospitality, lifestyle, leisure or premium service environment. You will be confident analysing performance data, managing budgets and developing strategies that drive both acquisition and retention.
You'll be an engaging people leader who can inspire a team, build strong relationships with members and stakeholders, and confidently represent the club at events and within the wider business.
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To be successful in this role, you'll bring:
- Previous experience leading a membership, customer engagement or guest relations function
- Strong commercial acumen with experience managing budgets, revenue targets and business performance
- A track record of delivering membership growth, retention and engagement strategies
- Excellent relationship-building and communication skills
- Experience managing and developing high-performing teams
- Strong organisational skills with the ability to balance strategic projects and operational priorities
- A passion for delivering exceptional customer experiences
What you'll be doing:
- Developing and delivering the Membership growth strategy to drive acquisition, retention and revenue
- Owning membership performance, forecasting and commercial planning to achieve budgeted targets
- Monitoring membership trends, member behaviour and market activity to identify growth opportunities
- Overseeing membership applications, renewals and resignations while maintaining data accuracy and reporting integrity
- Producing regular performance reports and presenting insights and recommendations to senior leadership
- Leading member engagement and retention initiatives to maximise satisfaction and renewal rates
- Building strong relationships with members and prospective members, acting as an ambassador for Estelle Manor
- Managing member feedback, complaints and behavioural matters, ensuring positive outcomes
- Supporting the planning and delivery of member events, activations and experiences
- Leading, coaching and developing the Membership team to achieve individual and departmental objectives
- Collaborating with Marketing, Events, Operations and Finance to enhance the member experience and drive commercial opportunities
- Identifying and implementing improvements across membership operations, systems and processes
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About gratuities & service charge:
Gratuities (tips) and service charge are paid on a pro-rata basis regardless of your role.
At Estelle, we prioritize your well-being and growth, offering a range of perks to enrich your experience.
Enjoy exclusive staff rates, biannual socials, and Estelleversary surprises. Nurture your well-being with stocked colleague spaces. Engage in forums shaping The Estelle Way. Utilise the provided uniforms and onsite seamstress support. Join us for a fulfilling journey where you are valued, supported, and celebrated.
Here at Estelle, we want to create a unified culture and sense of belonging throughout. We have a range of perks and benefits at your fingertips:
- Competitive salary
- Biannual company socials plus smaller social and sports groups.
- Estelleversary gifting for all employees.
- Colleague spaces stocked with food, drinks and a selection of juices, teas and coffees.
- Goes without saying but we will feed you during your shift.
- Cycle to Work scheme.
- Added protection of our pension and life assurance schemes.
- 28 days holiday, inclusive of bank holidays, which increases with length of service.
- Recommend-a-friend bonus scheme.
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