Member Experience & Engagement Lead

Soho House & Co; Barcelona; Presencial; EUR 28.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

All houses membership

Training & development

Team events

Internal & external courses

Family meals

Sport classes

Staff screenings

Descripción de la vacante

Soho House Barcelona is seeking a dynamic Member Relations professional to ensure exceptional guest experiences across the club, hotel, restaurant, spa or gym. You will be the main contact for members, resolving inquiries and delivering personalised service with discretion and warmth.

You will engage with members across core areas, assist onboarding, maintain accurate CRM records, coordinate events and private bookings, and work closely with front-of-house, events and operations teams to deliver

Formación

• 2+ years in hospitality, concierge, membership, or guest relations roles.
• Exceptional interpersonal and communication skills.
• Polished, professional demeanor with a service mindset.
• Strong administrative skills and experience using CRM systems.
• Ability to stay calm and resourceful under pressure.
• High attention to detail and confidentiality.

Responsabilidades

• Serve as the primary contact for members, addressing enquiries, resolving concerns, and delivering personalised support.
• Maintain a strong presence in key areas of the club to engage with members and enhance their overall experience.
• Support onboarding of new members, including welcome communications, tours, and orientation.
• Maintain accurate member records in the CRM system, ensuring timely updates on preferences, interactions, and feedback.
• Assist with the coordination of member events, reservations, private bookings, and special requests.
• Work closely with front-of-house, events, and operations teams to ensure seamless service delivery.
• Actively gather and log feedback from members, escalating suggestions or issues to relevant departments.
• Champion the club’s values, brand tone, and member-first approach in every interaction.
• Monitor and support member engagement initiatives, including retention programs, loyalty communications, and satisfaction tracking.

Conocimientos

Hospitality experience

Interpersonal skills

CRM experience

Calm under pressure

Attention to detail

Service mindset

Herramientas

CRM systems

Descripción del empleo

Soho House Barcelona is seeking a dynamic Member Relations professional to ensure exceptional guest experiences across the club, hotel, restaurant, spa or gym. You will be the main contact for members, resolving inquiries and delivering personalised service with discretion and warmth.

You will engage with members across core areas, assist onboarding, maintain accurate CRM records, coordinate events and private bookings, and work closely with front-of-house, events and operations teams to deliver