Membership Manager

The Ned; City of Westminster; On-site; GBP 45,000 - 48,000; Full time

Job summary

A prestigious London club is seeking a Membership Manager to lead its member relations team. The role involves fostering relationships with members, maintaining high satisfaction levels, and executing engaging member events. With a salary of £45,000 to £48,000, the role requires exceptional hospitality skills, a calm demeanor in high-pressure situations, and experience in people leadership. The club offers generous benefits including complimentary meals, exclusive accommodation rates, and a commitment to diversity and inclusion.

Benefits

Complimentary meals

Exclusive rates for staying and eating

Wellbeing and health benefits

Birthday off after a year of service

Paid volunteer day

Refer a friend scheme

Regular social events

Employee assistance program

Reward and recognition initiatives

Qualifications

• Exceptional rapport-building skills and ability to interact warmly with members.
• Experience in people leadership and managing small teams.
• Consistent delivery of high-quality hospitality service.
• Ability to remain calm and defuse high-pressure situations.
• Commitment to discretion and confidentiality.
• Flexibility and willingness to be present during key events.

Responsibilities

• Provide strategic leadership and hands-on membership relations.
• Support maintaining membership attrition below 20% and enhancing satisfaction.
• Handle escalated member or guest behavior issues.
• Assist with admin and finance for membership operations.
• Help members with queries in the shared inbox.
• Enhance member experiences during key moments and events.
• Address member concerns and feedback promptly.
• Host and oversee events from the membership calendar.
• Optimize budget for member delight experiences.
• Be present during key moments and events.
• Build rapport with guests and potential new members.
• Manage and develop the member relations team.
• Maintain high degree of confidentiality.

Skills

Exceptional rapport-building skills

Experience in people leadership

High-quality hospitality service

Ability to defuse high-pressure situations

Commitment to discretion

Flexibility for events

Job description

Ned's Club members celebrate everything life has to offer, and our Club spaces are for like-minded professionals to meet, work, and have a good time. We're looking for a Membership Manager to lead our small but mighty member relations team. Building rapport is crucial for this role as you and your team will be a welcoming presence around our Club operations, supporting the club teams in delivering outstanding member experiences every day. Do you want to join one of the best places to work in hospitality? What's the role? Membership Manager About The Ned The Ned and Ned's Club are a global collection of hotels, clubs, spas, and restaurants for like-minded individuals to meet, work and have a good time. The Ned launched in 2017 in the heart of the City, in the former Midland Bank headquarters. The Ned City of London houses Ned's Club - a private members' space, gym and rooftop - alongside a public spa, a whole floor of event spaces, ten restaurants and bars and 250 hotel bedrooms.

Responsibilities

• Provide a mixture of strategic leadership and hands‑on membership relations services, whilst leading the two membership relations executives
• Support the wider Membership team in maintaining membership attrition below 20% by driving engagement initiatives throughout the club and enhancing member satisfaction
• Contribute to the member retention strategy, and lead on delivering retention initiatives including tailored event invitations, personal touches, and renewal calls
• Deftly handle any escalated member or guest behaviour issues, resolving quickly and maintaining our membership culture and community
• Partner and support the membership executive with all things admin and finance to keep payments, applications, and cancellations all moving smoothly
• Help our members with answers to their questions and queries in the shared membership inbox
• Be a welcoming and calming presence around the operation during all key moments and events, using your excellent relationships with our members to enhance their experiences and head off any glitches early
• Proactively address member concerns and feedback, resolving issues promptly to maintain high levels of satisfaction
• Host and oversee a range of events from our monthly membership calendar, including welcoming guests, mixing with members or providing tailored introductions, and coordinating any external suppliers
• Optimise the budget available to provide surprise and delight moments to members, enhancing their visit and providing memorable Ned's Club experiences
• Being present during key moments and events is central to success in this role, so a flexible schedule is necessary to have you in the right places at the right time
• Rapport building skills are essential for this role; every guest is a loyal member or a potential new member, so every interaction is crucial to our success
• People leadership experience would be preferred as you'll need to manage and develop your member relations team to deliver the same excellent experiences whether you are in the building or not
• As the smiling face every member and guest to our Club spaces is pleased to see, you'll have a bright personality and genuine warmth with a passion for outstanding hospitality
• The operations team will rely on your help to smooth everything over when things go wrong, and as such this can be a high‑pressure role. A calm demeanour with the ability to defuse situations and turn them into a positive is extremely valuable
• In Ned's Club spaces you may be looking after high‑profile individuals, so a high degree of confidentiality is non‑negotiable

Qualifications

• Exceptional rapport‑building skills and ability to interact warmly with members
• Experience in people leadership and managing small teams
• Consistent delivery of high‑quality hospitality service
• Ability to remain calm and defuse high‑pressure situations
• Commitment to discretion and confidentiality
• Flexibility and willingness to be present during key events

Benefits

• Yearly pay of £45,000 to £48,000 depending on experience
• Complimentary meals in our friendly team restaurant, Neddy’s including monthly payday breakfast
• Exclusive rates at The Ned for staying and eating for you, your family and friends
• Wellbeing and health benefits, including Reward Gateway and Stream, with access to gym, shopping and cinema discounts
• Your birthday off, after a year of service and more holiday with length of service
• Paid volunteer day
• Refer a friend scheme
• Regular social events, including an annual pool party
• Employee assistance program – 24/7 advice and support
• Reward and recognition initiatives

At The Ned, we don't just celebrate our diversity, we challenge ourselves to do even better. The Ned is committed to being the best place to work, and ensuring that we have a leading diversity, equity and inclusion programme is central to making that vision a reality.