Head of Membership

Estelle Manor; North Leigh; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Exclusive staff rates

Biannual socials and smaller groups

Estelleversary gifting

Staff spaces with food and drinks

Shift meals

Cycle to Work scheme

Pension and life assurance

30 days holiday

Staff Forums and Sustainability Commit

Job summary

Estelle Manor is seeking a seasoned Head of Membership to lead growth, retention and revenue for a luxury private‑member environment. You will own the membership P&L, forecast performance and drive cross‑functional initiatives with Finance, Marketing and Operations.

As a senior leader, you’ll mentor the Membership team, shape the member journey and partner with senior stakeholders to deliver an exceptional guest experience across Estelle Manor’s clubs and estate.

Qualifications

• Experience in luxury hospitality or premium clubs.
• Proven leadership of a Membership team.
• Strong commercial acumen with budgets and/or P&L.
• Data-driven decision making to understand member behaviour.

Responsibilities

• Develop and execute the Membership growth strategy to enhance the member journey and drive commercial growth.
• Own the annual Membership business plan and commercial strategy.
• Oversee Membership P&L and forecast, budgets and performance.
• Identify revenue risks and implement campaigns to recover targets.
• Lead membership reporting and present insights to senior leadership.
• Oversee applications, renewals and resignations with data integrity.
• Collaborate across Operations, Finance, Marketing and Events to deliver the member experience.

Skills

Leadership

P&L ownership

Data analysis

Strategic thinking

Stakeholder engagement

Communication

Collaboration

Member experience

Budgeting

Mentoring

Job description

Estelle Manor is a rural retreat set on an 85-acre estate in Oxfordshire. The Manor has four restaurants, an extraordinary 3,000 sq metre Roman-inspired spa - Eynsham Baths - 108 bedrooms, and a gym with class studios and padel courts. Plus, there's a kids' club for the little ones and a workspace.

We are currently looking for an experienced and passionate Head of Membership to join us at Estelle Manor. This is a senior level role, formally reporting into the Group Director of Membership at Estelle with a day to day operational reporting line to the General Manager at Estelle Manor.

Here's a bit more detail on what we see you doing in this role:

• Develop and execute the Membership growth strategy, delivering initiatives that enhance the member journey, drive acquisition, retention and long-term commercial growth.
• Develop and own the annual Membership business plan and commercial strategy.
• Own the Membership P&L, taking accountability for achieving revenue, renewal and growth targets through effective forecasting, commercial planning and performance management.
• Identify revenue risks and shortfalls, developing and implementing commercial initiatives, campaigns and retention strategies to recover performance and deliver budgeted revenue targets.
• Work closely with Finance to develop accurate forecasts, budgets and financial analysis, ensuring membership performance is aligned with wider business objectives.
• Lead membership reporting, analysing performance and trends and presenting actionable insights to senior leadership.
• Oversee membership applications, renewals and resignations, alongside property membership data, ensuring accurate tracking, reporting and integrity across membership systems.
• Contribute to setting the vision and direction for Estelle in line with the company’s expectations.
• Act as a face of the club, building strong relationships with members and prospective members and supporting an exceptional member experience.
• Provide strong leadership, mentoring and guidance to the Membership team, ensuring quality and accuracy of work while achieving weekly and monthly objectives.
• Develop and coach the Membership team through regular performance reviews, development plans and succession planning.
• Work collaboratively across the business to maximise member engagement and commercial opportunities.

Who are we looking for?

As Head of Membership, your primary focus will be to grow and manage Estelle Manor's membership. You will work with the Group Director of Memberships to develop and deliver strategic projects and initiatives that increase membership, drive engagement and support retention and growth.

You will lead and support the Membership team, while playing a visible role within the club and ensuring the member experience consistently reflects Estelle standards.

• Significant experience within luxury hospitality, private members’ clubs or a comparable premium membership environment, with a strong track record of managing and growing membership.
• Proven experience leading, developing and motivating a high-performing Membership team.
• Strong commercial acumen, with experience of owning budgets and/or P&L performance and delivering against membership growth, retention and revenue targets.
• A demonstrable ability to use data and insight to understand member behaviour, identify opportunities and inform commercial decision‑making.
• An exceptional relationship‑builder, comfortable engaging with a discerning membership base and building trusted relationships with members, prospective members and senior stakeholders to support engagement and retention.
• A strategic thinker who is equally comfortable being hands‑on and visible in the operation, with the ability to turn strategy into action.
• A collaborative leadership style, with the ability to work effectively across Operations, Finance, Marketing and Events to deliver an exceptional and consistent member experience.
• Excellent communication and influencing skills, with the confidence and judgement to act as a senior ambassador for Estelle Manor.

What's in it for you?

At Estelle, we want to create a unified culture and genuine sense of belonging, where our people feel valued, supported and celebrated. Alongside the opportunity to be part of the Estelle journey, you'll have access to a range of benefits and experiences, including:

• Exclusive staff rates.
• Biannual company socials plus smaller social and sports groups.
• Estelleversary gifting for all employees.
• Colleague spaces stocked with food, drinks and a selection of juices, teas and coffees.
• Goes without saying, but we will feed you during your shift.
• Cycle to Work scheme.
• Added protection of our pension and life assurance schemes.
• 30 days holiday, inclusive of bank holidays, which increases with length of service.
• Colleague Forums and Sustainability Committees to help create The Estelle Way.