Membership & Community Experience Lead

SmartRecruiters, Inc.; Greater London; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

28 days holiday

Pension

Health plan

Discretionary bonus

Free night at The Hoxton

Family discounts

Volunteer days

Job summary

Working From_ is seeking a proactive Membership & Community Executive to support the full member journey from enquiry to onboarding, engagement, retention and offboarding. You’ll blend member experience, sales support, community engagement and administration to deliver exceptional experiences while helping the team meet occupancy and revenue targets.

You will act as a first point of contact for members, support tours and inquiries, handle day-to-day membership admin and spot opportunities to

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.

Responsibilities

• Manage member onboarding, offboarding, renewals and profile maintenance.
• Ensure membership records and data are accurate and up to date.
• Coordinate membership communications and account administration.
• Act as a key contact for member queries and support.
• Deliver a high-quality member experience throughout the journey.
• Develop initiatives to increase member engagement and satisfaction.
• Gather feedback and identify opportunities for service improvement.
• Support events, activities and communications to strengthen participation and retention.
• Support the Head of Memberships with enquiries, tours and conversions.
• Manage follow-ups and help convert prospects into members.
• Understand membership products, pricing and benefits.
• Identify opportunities to increase member value, retention and revenue.
• Work with the Head of Memberships to improve conversion and occupancy.
• Build relationships with members and stakeholders.
• Advocate for member needs within the business.
• Support community initiatives that enhance engagement and value.

Skills

Sales experience

Hospitality

Coworking

Membership experience

Customer experience

Account management

CRM usage

Reporting systems

Tools

CRM software

Reporting systems

Job description

Working From_ is seeking a proactive Membership & Community Executive to support the full member journey from enquiry to onboarding, engagement, retention and offboarding. You’ll blend member experience, sales support, community engagement and administration to deliver exceptional experiences while helping the team meet occupancy and revenue targets.

You will act as a first point of contact for members, support tours and inquiries, handle day-to-day membership admin and spot opportunities to