Walpole
Membership Manager
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Membership Manager
About Walpole
Walpole exists to promote, protect and develop a membership community of more than 250 British luxury businesses – including Alexander McQueen, Burberry, Claridge's, Glenfiddich, Harrods, Aston Martin, Rolls-Royce and Wedgwood – through representation and expertise in the UK and internationally.
British luxury is worth £81bn to the UK economy and supports nearly half a million jobs nationwide. Walpole brings its members together to collaborate and connect and to help develop their brands and the sector overall. Key events include the annual British Luxury Summit, the Walpole British Luxury Awards and the CEO & Chair's Dinner. It supports members on issues essential to the luxury business model, from sustainability and skills to trade and growth, and helps develop future industry leaders through programmes including Brands of Tomorrow.
Walpole also provides a collective voice for luxury on key issues, commissions industry-leading research and works with government, media and other stakeholders to champion the sector.
The Role
As Membership Manager, reporting to the Head of Membership, you're part of the team that owns the relationships at the heart of Walpole. Looking after your own portfolio of members, but with an active interest in all members, you're there to make sure they not only get the most from Walpole membership for their own brand, but that they're active participants in the Walpole community: introducing each other, showing up for one another, and helping build the sector we all represent. Making that happen, member by member, is your job.
Inside your own portfolio, you'll understand each brand's ambitions as well as their objectives for membership, making sure they know how Walpole answers those objectives, and spotting the opportunities — a partnership, a piece of research, an event, an idea, an insight or an introduction — that keep them engaged. Whilst your primary responsibility is looking after existing members, you'll also support the Head of Membership on responses, proposals and pitches to new members, and support the partnerships team in their work to generate revenue from advertising and sponsorship across our events and publications.
Much of the Walpole team relies on you for what you know about our members: what you bring back to the office about their businesses is essential in building our picture of the sector for government affairs. You'll know if a member has taken on a record number of apprentices, or is developing a brand activation that belongs in the Walpole Daily Digest. You'll know if someone in a brand's senior leadership would make a terrific speaker at the Walpole Summit, or if a brand's had a standout collaboration or stellar growth and should enter the Walpole British Luxury Awards. Even the smallest details - who should sit next to whom at dinner, which two brands would get on - matter, because they're what make a Walpole evening feel effortless rather than engineered. What's more, you'll make sure the insights you learn from members are not only shared with the team but recorded in our CRM. You'll be a standard-bearer for how we look after members and someone junior and senior colleagues alike can look to and rely on.
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Key Responsibilities
Managing your portfolio
- Independently manage a portfolio of Walpole members, acting as their primary relationship manager and trusted point of contact.
- Record everything that matters on Walpole's CRM - every meeting, every insight, every follow-up - so nothing lives only in your head and the whole team can draw on what you know.
- Build strong, long-term relationships with the people who matter at each member brand: CEOs, founders, marketing directors, communications leads and membership decision-makers.
- Develop a bespoke engagement plan for every member, identifying the events, introductions, partnerships, content opportunities and networking that will matter most to them.
- Drive retention by proactively monitoring engagement levels, anticipating where a relationship might be at risk, and acting early to strengthen it.
- Complete a quarterly health check for every member in your portfolio, assessing engagement level, satisfaction, risk and opportunity.
Face to face, and representing Walpole
- In line with the membership activity plan, conduct a minimum of five member meetings a week, capturing insights, identifying opportunities and making sure members are getting maximum value from their membership.
- Represent Walpole at member meetings, events and industry gatherings, as a knowledgeable and enthusiastic ambassador for the organisation.
- Take full ownership of Walpole's quarterly Member Socials - venue, guest list, communications and on-the-night organisation. And for our flagship events – Chair and CEO dinner or The Awards, your table plan will be the secret sauce that makes the room work, because you'll know exactly who will enjoy whose company and who will get the most from their guests on either side.
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Growing membership
- Support new member onboarding, making sure brands are properly introduced to the Walpole community and understand the full value of their membership.
- Support prospective member meetings, helping communicate Walpole's proposition and the case for joining.
Team, and getting things done
- Work closely with the wider Walpole team - events, communications, government affairs and partnerships - to deliver a seamless experience for members.
- Act as a great second in command for your Head of Membership, supporting her and acting as a trusted advisor, as well as mentoring and supporting the Membership Assistant and the Member and Content Assistant: sharing knowledge, encouraging best practice, and setting the tone for how Walpole looks after its members.
- Own renewals, invoicing and reporting for your portfolio - the unglamorous, sleeves-rolled-up work that keeps Walpole, and its members, properly looked after.
About You
You are an experienced relationship manager with around four to six years or more in membership, partnerships, client services or account management. You will ideally come from luxury, media, publishing, hospitality, private members' clubs or another membership organisation/trade body. You have a genuine curiosity about luxury brands and the people who run them, and you build trust quickly, at every level from CEO to brand manager.
You write and speak excellent English, including proposals and contracts, and you are meticulous: sharp on detail, calm under pressure, and able to manage a full diary and competing deadlines without dropping anything.
You know your way around a CRM (Walpole's is Civiplus; full training given) and Microsoft 365, and you are as comfortable on a call as you are in the room.
You are generous with your time and your knowledge: quick to bring people together, keep colleagues informed, and set a good example for those more junior than you. You will enjoy working in a small, entrepreneurial, purpose-driven team, and take pride in helping Walpole move confidently into its next chapter.
You're a brilliant, charming account handler but a sleeves-rolled-up one. In a team our size, everyone thinks well and asks the right questions; what sets us apart is that we get things done, and get them properly recorded, and actioned, not only for our members, but also for our colleagues in the Walpole team.
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