Membership Experience Administrator

The Lensbury; Teddington; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Free meal every shift including drinks

Staff discounts

Use of leisure facilities (gym & pool)

EAP for you and your family

Online benefits portal with discounts

Fully funded Apprenticeship

Training and development opportunities

Staff Awards and social events

Cycle to work scheme

Free parking

Refer a Friend programme

28 days paid annual leave including PH

Job summary

The Lensbury is seeking a Membership Administrator to maintain our membership database and assist in the Membership Office. This role sits at a premier leisure club, hotel and events venue on the banks of the River Thames in Teddington.

You will handle enquiries, manage direct debit processes, renewals, and membership changes while ensuring data integrity and compliance. The position offers exposure to reporting, forecasting and supporting retention initiatives within a busy club environment.

Qualifications

• Strong communication and organisational abilities.
• Ability to solve problems and respond to member enquiries promptly.
• Proactive, reliable, and collaborative in a team environment.

Responsibilities

• Handle daily member enquiries in person, by phone and via email.
• Manage Direct Debit processes.
• Issue renewal letters, communicate subscription changes and manage annual membership renewals.
• Monitor membership expiry dates and administer frozen memberships.
• Ensure members are on the correct membership package relevant to age.
• Keep membership systems fully updated and ensure filing is completed and digital paperwork stored correctly.
• Produce weekly/monthly reports, starters and leavers reports, and other reports as required.
• Ensure full compliance with Data Protection and GDPR requirements.
• Achieve monthly and annual targets for terminations and freezes.
• Deliver accurate forecasting and activity planning to support retention goals.
• Contribute to the wider retention strategy and communicate policy or process changes to members.
• Attend member events and provide support to wider club events where required.

Skills

Communication

Problem-solving

Organisational

Proactive attitude

Professional behaviours

Team collaboration

Tools

Data entry

Job description

The Lensbury is seeking a Membership Administrator to maintain our membership database and assist in the Membership Office. This role sits at a premier leisure club, hotel and events venue on the banks of the River Thames in Teddington.

You will handle enquiries, manage direct debit processes, renewals, and membership changes while ensuring data integrity and compliance. The position offers exposure to reporting, forecasting and supporting retention initiatives within a busy club environment.