Maison Estelle
Membership Manager
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Who are we?
Maison Estelle is a private members' club set in a Grade I-listed Georgian townhouse on Grafton Street, Mayfair. A 'Hosted Home', bringing people together that have plenty to say and nothing to prove. A new school club (no rules), with old school values of personalised service and discretion.
What's in it for you?
At Estelle, we prioritise your well-being and growth, offering a range of perks to enrich your experience. Enjoy exclusive staff rates and biannual socials. Nurture your well-being with stocked colleague spaces and staff food. Engage in forums shaping The Estelle Way. Join us for a fulfilling journey where you are valued, supported, and celebrated.
The on-target earning potential for this role is £56,872 per annum, comprising a base salary of £55,000, plus a qualified estimate of £1,872 in gratuities and service charge.
Here at Estelle, we want to create a unified culture and sense of belonging across both Estelle Manor and Maison Estelle. We have a range of perks and benefits at your fingertips:
- Biannual company socials plus smaller social and sports groups.
- Exclusive staff rates and F&B discounts across the Ennismore brand.
- Birthday day off.
- Goes without saying, but we will feed you during your shift.
- Added protection through our pension, health cash plan and life assurance schemes.
- 28 days holiday, inclusive of bank holidays, increasing with length of service.
- Recommend-a-friend bonus scheme.
- One day per week working from home, with four days spent within our clubs building relationships with members and teams.
About the Role
As Membership Manager, you'll play a key role in shaping the future of our membership community across Estelle. Working closely with the Head of Membership, you'll lead initiatives that drive membership growth, retention and engagement while ensuring every interaction reflects the exceptional standards our members expect.
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You'll oversee the day-to-day running of the Membership function, leading and developing the Membership team while acting as a visible ambassador across our clubs. Building meaningful relationships with members, you'll use insight and feedback to continually evolve the member experience, creating lasting loyalty and a true sense of community.
Your responsibilities will include:
- Leading the Membership team, providing coaching, direction and ongoing development.
- Supporting the delivery of membership growth, engagement and retention strategies across all assigned sites.
- Managing the membership journey from application through to renewal, ensuring a seamless and personalised experience.
- Building strong relationships with members and prospective members, acting as a senior ambassador for the club.
- Leading the annual programme of membership community events alongside the Member Success Manager, from concept through to delivery and evaluation.
- Driving the Membership Meets programme, ensuring members have regular opportunities to connect with the club and share valuable feedback.
- Spending time within our clubs each week, gathering member insight and working collaboratively with operational teams to continuously enhance the member experience.
- Analysing membership trends, engagement data and market insights to identify opportunities for innovation and continuous improvement.
- Partnering with Programming, Marketing, Food & Beverage, Finance and Operations teams to deliver an exceptional member journey.
- Managing departmental processes, reporting, budgets and service standards while continually seeking ways to improve efficiency and member satisfaction.
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WHO WE ARE LOOKING FOR
We're looking for an experienced membership, hospitality or customer experience professional who is passionate about building communities and creating memorable experiences.
You'll be an inspiring people leader who enjoys developing others, whilst being equally comfortable building relationships with members, influencing stakeholders and using data to make informed decisions.
You'll also have:
- Previous experience managing or leading a Membership, Guest Relations, VIP, Customer Experience or Hospitality team.
- Experience developing customer or member engagement and retention initiatives.
- Strong leadership skills with the ability to coach, motivate and develop a high-performing team.
- Excellent relationship-building and communication skills with the confidence to engage with a diverse membership base.
- Experience planning and delivering events or member engagement activities.
- Strong organisational skills with the ability to manage multiple priorities simultaneously.
- Commercial awareness and confidence interpreting data, reporting and trends to support business decisions.
- A collaborative approach with the ability to work cross-functionally across multiple departments.
- A proactive, solutions-focused mindset with a genuine passion for delivering exceptional service.
We allow one day WFH per week, but the other 4 days we would require visibility in the clubs.
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