Member Experience & Community Lead - Growth & Engagement

Ennismore; Greater London; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Holiday & pension

Discretionary bonus

Life insurance

Health cash plan

Confidential wellbeing hotline

Mental health support

Retail & hospitality perks

Free night at The Hoxton

Free meal on start

Team discounts

Job summary

Ennismore is seeking a proactive Membership & Community Executive to manage the full member journey at Working From_. You will handle onboarding, tours, engagements and conversions while supporting occupancy and revenue targets.

You’ll coordinate administration, maintain records, and act as a primary contact for members and enquiries, contributing to a best-in-class community experience across WF_ locations.

Qualifications

• Experience in sales, hospitality, coworking, membership, customer experience or account management.
• Commercially aware with understanding of sales, retention, occupancy and member value.
• Confident supporting enquiries, tours, follow-ups and membership conversions.
• Strong relationship-building and communication skills with a passion for hospitality and community.
• Highly organised, proactive and solutions-focused.
• Comfortable using CRM, membership and reporting systems.
• Collaborative and willing to support across sales, engagement and operations.
• Ambitious and keen to develop commercial and leadership skills within the Memberships team.

Responsibilities

• Manage member onboarding, offboarding, renewals and profile maintenance.
• Ensure membership records and data remain accurate and up to date.
• Coordinate membership communications and account administration.
• Act as a key point of contact for member queries and support.
• Deliver a high-quality member experience throughout the membership journey.
• Develop initiatives that increase member engagement and satisfaction.
• Gather feedback and identify opportunities for service improvement.
• Support events, activities and communications that strengthen participation and retention.
• Support the Head of Memberships with enquiries, tours and membership conversions.
• Manage follow-ups and help convert prospects into members.
• Develop a strong understanding of membership products, pricing and benefits.
• Identify opportunities to increase member value, retention and revenue.
• Work closely with the Head of Memberships to improve conversion and occupancy.
• Build strong relationships with members and key stakeholders.
• Act as an advocate for member needs within the business.
• Support community initiatives that enhance member engagement and value.
• Work with other WF_ locations to maintain a consistent member experience.
• Maintain a strong understanding of membership, finance, reporting and operational systems.
• Support membership reporting, trackers and administrative processes.
• Provide operational cover when required.
• Assist with system testing, process improvements and operational projects.
• Work closely with the Membership Systems Coordinator to maintain consistent processes and knowledge.
• Lead member experience and engagement projects.
• Support the development of engagement strategies that contribute to retention and growth.
• Train and support colleagues on membership processes and standards.
• Take increasing ownership and responsibility as the role develops.

Skills

Sales experience

Hospitality mindset

Membership management

Customer experience

Relationship building

Organised and proactive

Tools

CRM software

Reporting systems

Job description

Ennismore is seeking a proactive Membership & Community Executive to manage the full member journey at Working From_. You will handle onboarding, tours, engagements and conversions while supporting occupancy and revenue targets.

You’ll coordinate administration, maintain records, and act as a primary contact for members and enquiries, contributing to a best-in-class community experience across WF_ locations.