Member Experience & Retention Manager

sohohouseco; Ibiza; On-site; EUR 42,000 - 56,000; Full time

Job summary

Soho Farmhouse Ibiza is seeking a proactive Membership Manager to support the Head of Membership in growing and retaining a vibrant community on the White Island. You will handle onboarding, manage member relations, monitor behaviour and engagement, and provide administrative support for Membership Committee meetings.

Responsibilities include maintaining the introduction calendar, recording attendance in Salesforce, drafting monthly outreach emails, and coordinating with Operations and Global

Responsibilities

• Maintain and manage the House's member introduction calendar, ensuring all new members are properly introduced to the House, its community, and facilities.
• Host and lead member introductions, ensuring a warm welcome and understanding of our rules and values.
• Ensure accurate recording of attendance on Salesforce and coordinate follow-up for members who missed group sessions.
• Monitor and record member behaviour, keeping detailed logs on Salesforce for future reference and updating on actions taken.
• Flag behaviour-related issues to the Head of Membership and ensure timely follow-ups.
• Support in ensuring all members adhere to the House rules, maintaining the standards and values of the community.
• Monitor member engagement and satisfaction, gather feedback and identify churn risks.
• Assist in executing retention strategies in collaboration with the Head of Membership, Operations, and Member Relations.
• Play an active role in addressing member concerns and issues through feedback emails, with a presence on the floor during busy times.
• Plan and draft the monthly member outreach email in collaboration with Operations and Global Marketing to keep members informed.
• Facilitate ad hoc communications with support from the Global Marketing team.
• Drive awareness of updates and key events by briefing local push notifications, deployed by the Global Marketing team.
• Prepare membership applications ahead of approval, ensuring any applications missing proposers have been contacted.
• Attend Membership Committee meetings, taking detailed notes and providing administrative support for the Head of Membership.
• Support the Committee by scheduling regular meetings outside of Committee events with the Head of Membership and yourself.
• Maintain accurate and up-to-date member records on Salesforce and other systems, ensuring logs of behaviour and feedback.

Job description

Soho Farmhouse Ibiza is seeking a proactive Membership Manager to support the Head of Membership in growing and retaining a vibrant community on the White Island. You will handle onboarding, manage member relations, monitor behaviour and engagement, and provide administrative support for Membership Committee meetings.

Responsibilities include maintaining the introduction calendar, recording attendance in Salesforce, drafting monthly outreach emails, and coordinating with Operations and Global