Membership Manager

Work.Life; Greater London; On-site; GBP 35,000 - 40,000; Full time

Benefits offered by this job

Monthly wellness package

Team socials

Training & development

Job summary

Work.Life in London seeks a Membership Manager to drive member retention, build strong relationships, and lead a space operations team. You will own the member experience, respond to needs promptly, and ensure service standards reflect the Work.Life ethos.

You will manage a small team, onboard new members, and maintain data accuracy across systems to support planning and reviews. The role blends people leadership with hands-on operations in a dynamic space.

Qualifications

• Experience in building and maintaining strong relationships with members and clients.
• Ability to lead a small team and provide constructive feedback.
• Strong understanding of running a service space with attention to detail.

Responsibilities

• Build strong, personal relationships with members and understand their needs.
• Lead renewal conversations and identify opportunities for growth.
• Maintain high standards for space cleanliness and operations.
• Manage day-to-day queries and ensure timely resolutions.
• Ensure data accuracy across systems for visibility and planning.
• Oversee relationships with contractors and stakeholders supporting the space.

Skills

Relationship Management

Leadership

Operational Awareness

Commercial Thinking

Organisation & Ownership

Job description

Salary: 35,000-40,000

Career Development Framework Level - IC3/M2 - Autonomous player-manager responsible for the performance of a Work.Life space and its community of members.

The Membership Manager sits at the centre of the space, responsible for creating an environment where members choose to stay. Everything in this role connects back to retention, building strong relationships, maintaining high standards, and ensuring the experience consistently feels worth it.

You are visible, hands-on, and close to your members. You understand their businesses, their needs, and when something is not quite right, often before they say it out loud.

This role blends people leadership, community building, and operational ownership. You lead your team, hold the standard of the space, and ensure that every part of the experience reflects what Work.Life stands for.

What You’ll Be Responsible For

Member Retention and Relationships

• Build strong, personal relationships with members, understanding their businesses, needs, and plans
• Stay ahead of risk by identifying early signs of dissatisfaction or change and acting proactively
• Lead renewal conversations with confidence, ensuring they are timely, informed, and well managed
• Identify opportunities for growth such as expansions, additional services, and increased usage
• Handle day-to-day queries and challenges with care, ensuring issues are followed through to resolution
• Maintain accurate data across systems to support visibility, planning, and decision-making

Team Leadership and Development

• Lead and develop your Assistant Membership Manager, providing clear feedback, support, and growth opportunities
• Set clear expectations for what “good” looks like and ensure your team feels confident delivering it
• Support onboarding and training of new team members, addressing gaps early
• Manage team changes carefully, ensuring smooth handovers and continuity for members
• Build a positive, inclusive team culture and contribute to wider business initiatives

Community and Engagement

• Create a community that feels welcoming, respectful, and connected
• Deliver events and moments that encourage engagement and bring members together
• Build meaningful connections between members, supporting collaboration and shared value
• Monitor and respond to member feedback, using insights to improve experience and reduce risk
• Ensure members are actively experiencing the value of the wider Work.Life network

Space Standards and Operations

• Maintain a consistently high standard across the space, ensuring it is clean, organised, and ready at all times
• Carry out regular checks and stay close to detail, resolving issues before they impact members
• Manage key operational areas such as meeting rooms, onboarding, and day-to-day coordination
• Oversee relationships with contractors and stakeholders supporting the space
• Ensure all operational processes, including health and safety, are followed consistently

Commercial Awareness and Performance

• Take ownership of retention performance, ensuring renewal targets are met through strong relationships and proactive management
• Manage revenue opportunities within the space, including meeting rooms and ancillary services
• Maintain control of costs and operate within budget
• Use data and insight to support planning, reporting, and business reviews

Your Skills

Relationship Management

You have experience building and maintaining strong relationships, understanding customer needs, and managing conversations that impact retention.

Leadership

You are confident leading and developing others, setting clear expectations and supporting performance over time.

Operational Awareness

You understand how to run a space or service environment, balancing people experience with practical delivery.

Commercial Thinking

You are comfortable managing targets, spotting opportunities, and understanding the link between experience and revenue.

Organisation and Ownership

You stay on top of multiple priorities, follow things through properly, and maintain high standards without needing close oversight.

Who This Role Is For

This role suits someone who enjoys being at the centre of a space, balancing people, operations, and performance. You are naturally proactive, detail-oriented, and motivated by creating an environment where things run smoothly and people feel looked after.

Who This Role May Not Be For

This role may feel less suited to someone who prefers a purely operational or purely strategic position, as it requires both hands-on involvement and ownership of outcomes.

It may also not be the right fit if you are less comfortable managing people, handling challenging conversations, or being consistently visible within a fast-moving environment.

Who we are

Work.Life is a flex workspace provider for businesses who care about people. We believe that happy teams deliver measurable benefits for businesses. That’s why everything we do, from workspace design to delivering a best-in-class personal service, is designed to create happy working environments. We have shared workspaces across London, Reading and Manchester; with 8,000+ members; and an amazing team of nearly 70 Work.Lifers who share our ambition to redefine the workspace experience for the better.

Why you’ll love Work.Life

Work happiness is our passion, and this starts with our own team. We offer a supportive working environment, plenty of training and development opportunities, competitive salary, monthly wellness package, team joy budget, quarterly socials and more, so you can work happier.

At Work.Life, we’re committed to providing an inclusive environment for our team and our members, as we believe that diversity breeds a more innovative, creative, and caring culture.

We’re an equal opportunity employer. Everyone who applies to Work.Life will be considered for employment without attention to race, age, ethnicity, religion, sexual orientation, gender, family or parental status, or disability status.