Membership Administrator & Systems Manager

Maison Estelle; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

Maison Estelle seeks a Membership Administrator & Systems Manager to enhance member experiences and manage administrative tasks. The role emphasizes relationship building, data management, and proactive problem-solving within a vibrant hospitality environment. Join us to make a difference in our members' journey!

Benefits

Biannual company socials

Exclusive staff rates

Birthday day off

Health cash plan

28 days holiday

Qualifications

• Experience in membership administration within a hospitality environment.
• Excellent communication skills and comfortable talking to members.

Responsibilities

• Support administrative tasks and manage member trends and behavior.
• Lead on CRM management and oversee renewal processes.
• Build genuine relationships with members and handle complaints.

Skills

Communication

Problem Solving

Data Analysis

Tools

Excel

CRM

Job description

Who are we?

Maison Estelle is a private members’ club set in a Grade I-listed Georgian townhouse on Grafton Street, Mayfair. A ‘hosted home’, bringing people together that have plenty to say and nothing to prove. A new school club (no rules), with old school values of personalised service and discretion.

What’s in it for you?

At Estelle, we prioritise your well-being and growth, offering a range of perks to enrich your experience. Enjoy exclusive staff rates and biannual socials. Nurture your well-being with stocked colleague spaces and staff food. Engage in forums shaping The Estelle Way. Join us as an Office and Team Experience Partner for a fulfilling journey where you valued, supported, and celebrated.

Here at Estelle, we want to create a unified culture and sense of belonging across both Estelle Manor and Maison Estelle. We have a range of perks and benefits at your fingertips:

• Biannual company socials plus smaller social and sports groups.
• Exclusive staff rates and F&B discounts across Ennismore brand.
• Birthday day off
• Goes without saying, but we will feed you during your shift.
• Added protection of our pension, health cash plan and life assurance schemes.
• 28 days holiday, inclusive of bank holidays, which increases with length of service.

WHAT YOU WILL DO

The main focus of our Membership Administrator & Systems Manager is to support key areas of the departments administrative tasks and manage member trends and behaviour. This includes leading on CRM management, renewals across both sites, as well as overseeing memberships' monthly financial state of play. The key responsibilities for the Memberships Administrator & Systems Manager will include but are not limited to:

• Confident using our CRM platform: data handling, tracking membership trends and behavior, and preparing reports.
• Oversee renewal processes, resignations, rate increases and monthly direct debit payments and refunds.
• Maintaining records, tracking membership figures, and coordinating with wider team.
• Propose and implement strategies for membership acquisitions and retention.
• Striving to build genuine relationships with all members and prospective members.
• Answering phone calls, booking meetings and answering questions or queries members may have and ensure all follow up is carried out promptly.
• Assist with multi-site membership administration and overall departmental support.
• Assisting with enrolling weekly when needed.
• Anticipating members' needs and providing them with a personalized experience.
• Dealing with member complaints when required.
• Ensuring any issues that may arise are dealt with immediately and to conclusion, logged accurately and promptly followed up.
• Being an ambassador for Maison Estelle & Estelle Manor as well as someone who embodies our values and commitment to our teams both when at work and when not.

WHAT WE ARE LOOKING FOR

• Experience in membership administration within a hospitality environment (previous experience within a members' club would be ideal but not essential).
• Data driven and analytical.
• Naturally proactive and eager to strive for better.
• A great problem solver.
• Excellent communication skills and comfortable talking to members and senior management.
• A genuine passion for hospitality and member journey/experience.
• Computer literate, including Excel, Alliance, SevenRooms and PeopleVine, and any other systems required to carry out the role.

INDEST