Soho House & Co.
Membership Operations Coordinator
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The Role
Soho House is looking for a Membership Operations Coordinator to support the Membership Operations team with day-to-day and membership projects across the Soho House estate, relating to existing sites, new openings, Soho Support, payments and new systems. You will be a key player in helping the team deliver on its priorities.
This role will work closely with the Marketing Cloud, Salesforce and Soho Support teams, and report directly to the Global Head of Membership Operations.
Key Responsibilities
Systems & CRM
- Work closely with the Marketing Cloud team on membership emails and the data needed to support them
- Work alongside the Salesforce team to support user testing for requirements raised by Membership, helping improve the member and user experience
- Act as an internal champion for Salesforce, our CRM system: handle all user requests in a timely manner, maintain a strong overarching understanding of how the database is used across the organisation, and build deep expertise in reporting and dashboards, delivering expert-level reports within Salesforce and Omni.
- Support the rollout of new features, help ensure standards are upheld, and keep the Soho Support and Membership and Communications group informed of new functionality
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Membership Operations & BAU
- Support the Global Head of Membership Operations with day-to-day projects relating to new House openings, payment systems and system changes, while owning your own specific workstreams
- Maintain a global inventory of membership supplies across the group
- Oversee the BAU credit process end to end for membership credits
- Maintain orders and ensure returns are processed for anniversary membership cards distributed globally
- Perform any additional duties as requested by department leads
Stakeholder Support & Issue Resolution
- Support teams across the business with membership information requests and general queries, acting as a point of contact between departments
- Play a leading role in issue resolution across Soho Support and provide ongoing advice and guidance on processes and systems for day-to-day enquiries, working with the relevant teams to reach a resolution
- Support with ensuring that relevant training materials are updated and training sessions when required are carried out.
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Membership Payments
- Act as first point of contact for all global payment-related issues
- Support with payment testing, ensuring flagged issues are resolved, working alongside the payments team and the Membership Projects & Operations Manager/Global Head of Membership Operations
Experience required
- Minimum of 2+ years' experience in an administrative or systems-based role
- Experience using Salesforce, Service Cloud or Zuora is preferred but not essential; experience with another similar CRM system is also welcome
- Excellent written and verbal communication skills in English
- Strong computer skills, including proficiency in Outlook and Excel, with a proven ability to pick up new systems quickly
- Flexible approach to working hours
- Detail-oriented, with sound judgement and strong interpersonal skills
- Excellent critical thinking skills, with the ability to exercise good judgement and solve problems quickly and effectively
- Ability to work effectively under time pressure and to deadlines, with an energetic, proactive and positive attitude
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