AccorHotel
Head of Memberships
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Head of Memberships
We are looking for a strategic, commercially driven, and people-focused Head of Memberships to oversee the full member journey at Working From - from acquisition through to retention and offboarding.
This role combines membership sales, retention strategy, member engagement, and operational oversight into one overarching leadership position. You will be responsible for driving occupancy and revenue growth while ensuring our members receive an exceptional and engaging experience throughout their time within the space.
You will lead the overall membership strategy, oversee the sales pipeline, drive retention initiatives, manage churn reduction strategies, and ensure the day-to-day membership experience reflects the Working From brand and community values.
This role requires a balance of commercial awareness, operational organisation, hospitality, emotional intelligence, and strategic thinking.
Job Description
What you’ll do
Membership Sales & Revenue Growth
- Own membership sales activity, with responsibility for achieving revenue and occupancy targets.
- Develop and execute membership acquisition and retention strategies.
- Conduct proactive outreach to secure new members, partnerships, and business opportunities.
- Manage and oversee broker relationships
- Conduct tours, manage applications, negotiate memberships, and oversee contracts and terms for higher-value memberships.
- Support and coach the Membership & Community Executive on sales, tours, follow-ups, and conversions.
- Identify and develop additional revenue opportunities and partnership initiatives.
- Prepare and manage weekly sales reporting, forecasts, pipeline tracking, and annual sales planning.
- Work closely with the Director of Coworking to deliver annual growth and revenue targets.
- Support annual pricing reviews and implement price increase strategies where required.
Membership Experience & Retention
- Oversee the full member journey from onboarding through to renewal and departure.
- Drive retention strategy and proactively manage churn reduction initiatives.
- Ensure members receive exceptional service and support throughout their membership.
- Build strong relationships with members through regular engagement and feedback sessions.
- Oversee NPS surveys, analyse trends, and implement actions to improve member satisfaction.
- Handle escalated member concerns and ensure effective service recovery where necessary.
- Ensure all member communications are clear, timely, and aligned with the brand tone of voice.
- Collaborate with the Membership & Community Executive and Membership Systems Executive to ensure smooth onboarding, move-ins, move-outs, and daily member support.
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Community & Events
- Work with Brand and the Director of Coworking to curate an engaging programme of member events and partnerships.
- Oversee the planning and execution of community engagement initiatives.
- Ensure events contribute to both member retention and wider brand awareness.
- Build relationships within the local creative and business communities to strengthen Working From’s presence and reputation.
Operations & Systems
- Oversee and maintain the membership CRM and database ensuring accurate and up-to-date member and prospect information.
- Ensure all membership administration is managed accurately, including contracts, renewals, cancellations, transfers, and reporting.
- Collaborate closely with operational and front-of-house teams to maintain a seamless member experience.
- Monitor operational trends and member feedback to identify areas for continual improvement.
Leadership
- Lead, support, and develop the Membership team.
- Create a culture of accountability, hospitality, collaboration, and proactive service.
- Coach and support team members in sales processes, member engagement, and service delivery.
- Act as a key stakeholder within the wider management team contributing to business strategy and performance.
Qualifications
What We’re Looking For
- Strong background in membership sales, hospitality, coworking, or account management leadership.
- Commercially astute with strong financial awareness and revenue-focused thinking.
- Proven experience in both sales growth and customer retention strategies.
- Exceptional relationship-building and communication skills.
- Strong organisational skills with excellent attention to detail.
- Natural leadership qualities with high emotional intelligence.
- Passion for hospitality, community building, and creating memorable member experiences.
- Comfortable balancing strategic planning with hands-on operational involvement.
- Experience working with CRM systems, reporting, and membership administration.
- Proactive, adaptable, and solutions-focused mindset.
- Someone who thrives in a collaborative environment and leads by example.
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Additional Information
What’s in it for you…
- Competitive salary
- 28 days holiday (including bank holidays), pension, eligibility to take part in the company discretionary bonus scheme and life insurance.
- A health cash plan to claim money back and get access to lots of ways to support your physical & mental wellbeing.
- It’s ok not to be Ok, we have a confidential hotline for any support you require about anything and a network of mental health first aiders.
- Treat yourself once in a while with lots of retail & hospitality perks through our partners.
- Enjoy a free night at The Hoxton and a meal for two when you first start with us.
- Goes without saying, but we’ll feed you during your shift.
- Excellent discounts across the Ennismore family for you and your nearest and dearest (even if you decide to leave us!)
- Free night at The Hoxton every year and something a little extra £££ when you hit the big milestones!
- Lots of opportunity to progress and switch it up as part of a global family of brands.
- Training to get you settled into your role, learning academies to broaden your skillset and development that helps you think, make and thrive at work.
- Extra time off to volunteer with one of our partner charities.
- Regular team get togethers, from our team drinks to our (pretty special!) bi-annual parties – we know how to have a good time!
- Enhanced family leave for when you’re expanding your family.
- An annual diversity and inclusion calendar of events creating opportunities for you to learn, celebrate and make a positive impact.
Job-Category: Business performance
Job Type: Permanent
Job Schedule: Full-Time
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