Membership 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... Set in a working olive grove, Farmhouse Ibiza brings all the things we love about Soho Farmhouse in Oxfordshire to members living and visiting the White Island including bedrooms, an outdoor pool, a holistic wellness experience with a gym, yoga deck and treatment rooms and an organic kitchen garden restaurant and bar.

The Role...

The Membership Manager supports the Head of Membership and the site in delivering across member acquisition and retention, as well as all aspects of member management. This includes new member introductions, behaviour monitoring and handling, retention monitoring, and Committee activity. The role is hands-on and administrative, requiring strong organisational skills and attention to detail to keep all membership-related processes running smoothly. The Membership Manager will also be a key point of contact for members, ensuring timely follow-ups on any issues and helping maintain member satisfaction. They will attend Membership Committee meetings and assist in the preparation of applications for review.

Main duties...

Member Introductions & Onboarding

• Maintain and manage the House's member introduction calendar, ensuring all new members are properly introduced to the House, its community, and facilities.
• In partnership with Member Relations, host and lead member introductions, ensuring that all members have a warm and personal welcome and understand our rules and values.
• Ensure accurate recording of attendance on Salesforce and coordinate follow-up for members who missed group sessions.

Membership Behaviour Management

• Monitor and record member behaviour, keeping detailed logs on Salesforce for future reference and updating on action that has been taken.
• Flag behaviour-related issues to the Head of Membership and ensure appropriate and timely follow-ups are carried out. Ensure information is passed along to the Head of Membership for follow-up when the Head of Membership is not present in the House.
• Support in ensuring all members adhere to the House rules, maintaining the standards and values of the community.

Membership Retention & Engagement

• Monitor member engagement and satisfaction, gather feedback and work closely with Member Relations to identify potential churn risks.
• Assist in executing strategies to enhance member retention, understanding retention rates and taking action when needed.
• Support and execute retention initiatives in collaboration with the Head of Membership, Operations, and Member Relations team.
• Play an active role in addressing member concerns and issues through feedback emails, keeping detailed records on SF and lead on follow-up actions, in person and via email. Ensure that there is presence on the floor during busy times, to gather feedback and look after members. Supporting the Head of Membership in meeting and engaging with members to resolve potential problems.
• Plan and draft the monthly member outreach email - gathering information from Operations and Events teams at the House and working in collaboration with the Global Marketing team to ensure members are always up-to-date on key information and moments to help them make the most of their membership.
• Facilitate ad hoc communications on an as‑needed basis with support from the Global Marketing team.
• Drive awareness of operational updates and key events and offers by briefing in local push notifications, to be deployed by the Global Marketing team.

Membership Applications & Committee Support

• Regularly meet applicants throughout the quarter to ensure all potential applicants have been contacted in advance of approvals.
• Ensure Committee members are submitting applicants in advance of Committee meetings by following up consistently with one‑on‑one meetings and engaging through appropriate channels (e‑mail, committee chat groups, etc.).
• Prepare membership applications ahead of approval, ensuring any applications missing proposers have been contacted, or met if further information is needed.
• Prepare the Committee approval lists for review before each meeting.
• 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.

Administration & Reporting

• Maintain accurate and up-to-date member records on Salesforce and other systems, ensuring that all member behaviour and feedback is logged.
• Assist the Head of Membership with the preparation of reports and presentations on membership performance, behaviour, and retention statistics.
• Monitor key metrics related to member satisfaction, attendance at events, and retention, ensuring the Head of Membership has the necessary data to make informed decisions.
• Manage and respond to membership emails and member requests, escalating as appropriate.
• Provide administrative and operational support to the Head of Membership, with a focus on fa