Membership Manager

The Nici; United Kingdom; On-site; GBP 30,000 - 38,000; Full time

Job summary

The NICI Collection is expanding its luxury spa membership offering at THE NICI New Forest. This hands-on, customer-focused role drives membership sales, retention and member engagement, partnering with Spa, Marketing and Hotel teams to deliver exceptional experiences from first enquiry through to ongoing membership.

You will be the main contact for members, creating a welcoming community and ensuring members feel valued and engaged as part of THE NICI New Forest.

Qualifications

• Experience in membership, sales, hospitality, or spa environments.
• Strong customer service and communication skills.
• Target-driven with commercial focus.
• Excellent organisational ability.
• Ability to work independently and with a team.
• Passion for health and wellbeing.

Responsibilities

• Lead and manage the spa membership programme.
• Drive new membership sales and hit targets.
• Engage existing members and build relationships.
• Handle enquiries and convert to memberships.
• Conduct membership tours and explain benefits.
• Oversee join, onboarding, renewals, upgrades and cancellations.
• Collaborate with Spa, Marketing, Sales and Hotel teams.
• Organise member events and activities.
• Monitor metrics and report to management.

Skills

Sales skills

Customer service

Relationship building

Communication

Organisation

Independent + team work

Job description

About THE NICI Collection

THE NICI Collection is a luxury lifestyle hotel group inspired by some of the world's most iconic destinations, bringing exceptional hospitality, outstanding food and drink, and unforgettable guest experiences to some of the UK's most desirable locations.

What began with THE NICI Bournemouth, our original flagship hotel inspired by Miami's South Beach, has grown into an exciting collection of destination-led properties. In June 2026, the collection expanded with the opening of THE NICI Newquay, inspired by Italy's Amalfi Coast, and THE NICI New Forest, inspired by the luxury and charm of the Hamptons.

This is just the beginning of our growth journey, and we're looking for talented individuals who want to build their careers with an ambitious and expanding hospitality brand.

The Role

As Spa Membership Manager, you will play a key role in growing and developing THE NICI New Forest's spa membership offering. You will be responsible for attracting new members, building strong relationships with our existing membership base and ensuring every member receives an exceptional experience from their first enquiry through to their ongoing membership.

This is a hands-on, customer-focused role with a strong commercial focus. You will be responsible for driving membership sales and retention, creating opportunities to engage our members and working closely with the wider Spa and Hotel teams to ensure our membership offering continues to grow.

You will be the main point of contact for our members, helping to create a welcoming community and ensuring they feel valued, engaged and proud to be part of THE NICI New Forest

Key Responsibilities

• Lead and manage the spa membership programme at THE NICI New Forest.


• Drive new membership sales and achieve agreed membership targets.


• Build strong relationships with prospective and existing members.


• Respond to membership enquiries and convert enquiries into new memberships.


• Conduct membership tours and explain the benefits, facilities and experiences available to members.


• Manage the full membership journey, including joining, onboarding, renewals, upgrades and cancellations.


• Develop initiatives to increase member engagement, retention and loyalty.


• Work closely with the Spa, Marketing, Sales and wider Hotel teams to promote membership opportunities.


• Organise and support member events and activities.


• Identify opportunities to grow membership and increase revenue.


• Monitor membership numbers, sales and retention and provide regular updates to management.


• Handle member feedback and concerns professionally, ensuring issues are resolved promptly.


• Maintain accurate membership records and ensure all administration is completed correctly.


• Ensure members receive a consistently high level of service and feel valued throughout their membership.

About You

• Confident, friendly and passionate about delivering exceptional customer service.


• Strong sales and relationship-building skills.


• Commercially focused and motivated by achieving targets.


• Excellent communication and interpersonal skills.


• Highly organised and able to manage multiple priorities.


• Confident handling customer enquiries, feedback and concerns.


• Previous experience in membership, sales, hospitality, leisure, spa or a similar customer-facing environment is desirable.


• Passionate about health, wellness and creating memorable experiences.


• Able to work independently while also working closely with the wider team.

Join THE NICI Collection and be part of an exciting growth story where exceptional hospitality, great people, and memorable experiences are at the heart of everything we do.

Compensation: To be discussed