Senior Manger, Member Success & Growth

Mayfair International; Greater London; On-site; GBP 120,000 - 180,000; Full time

Job summary

Mayfair Office seeks a commercially minded, relationship-focused leader to strengthen member success, accelerate sustainable growth and oversee day-to-day performance of our prestigious real estate network in London and internationally.

Reporting to the VP, Global Growth, you will own member engagement, retention and oversee business performance, guiding office operations and cross-functional delivery within the Leading Real Estate framework.

Qualifications

• Senior management experience or equivalent in memberSuccess, customer success, or business operations.
• Proven ability to own a business unit, network, or complex client relationships with retention and growth accountability.
• Strong commercial and financial acumen with ability to interpret budgets, forecasts, revenue, and performance metrics.

Responsibilities

• Translate strategy into clear operating plans and measurable outcomes.
• Build trusted relationships with member principals and senior leaders to boost engagement and renewal readiness.
• Develop tailored member success plans and strategic reviews for high-potential relationships.
• Identify and cultivate prospective member firms, maintaining a focused pipeline and value proposition.
• Create opportunities for members to connect and generate business through events, referrals, and collaboration.
• Monitor retention, revenue, budgets, and operating performance; flag risks and propose actions.
• Provide direction to support teams and coordinate across Marketing, Finance, and Growth.
• Use CRM and market insight to prioritize activity and deliver concise reporting to leadership.
• Represent Mayfair at industry events and feed member insights into strategy.

Skills

Leadership

Relationship management

Commercial acumen

Strategic planning

English (native)

Presentation

CRM experience

Tools

HubSpot CRM

Job description

Mayfair Office is seeking a commercially minded, relationship-focused leader to strengthen member success, accelerate sustainable growth and lead the day-to-day performance of our prestigious real estate network. This is a highly visible opportunity to shape the member experience, turn strategy into action and grow a respected brand with a distinctive London presence and international reach.

Mayfair Office represents leading independent real estate firms across the United Kingdom and Ireland. Through Mayfair International and our connection with Leading Real Estate Companies of the World®, members gain access to a prestigious London office and property gallery, global exposure, business connections, events, marketing resources and referral opportunities.

About the Role

Reporting to the Vice President, Global Growth, you will serve as Mayfair’s senior day-to-day business and network leader. You will own member engagement and retention, cultivate prospective member firms, oversee business and financial performance, guide office operations and coordinate delivery across the wider LeadingRE organisation.

This role is ideal for an ownership-minded operator who combines trusted relationship management with commercial judgement, disciplined execution and the confidence to lead through influence.

What You’ll Do

• Translate Mayfair’s strategy and annual priorities into clear operating plans, measurable outcomes and consistent follow-through.
• Build trusted relationships with member principals and senior leaders, strengthening engagement, adoption, renewal readiness and long-term value.
• Develop tailored member success plans, strategic business reviews and recovery approaches for at-risk relationships.
• Identify, qualify and cultivate high-potential prospective member firms, maintaining a focused pipeline and presenting a compelling Mayfair value proposition.
• Create opportunities for members to connect, learn and generate business through referrals, introductions, events, roundtables and peer collaboration.
• Monitor retention, revenue, receivables, budgets, contracts and operating performance; flag risks early and recommend practical action.
• Provide clear day-to-day direction to the Office Manager and coordinate effectively across Marketing, Communications, Finance, Member Success and Growth teams.
• Use CRM, financial and market insight to prioritise activity and provide concise, decision-ready reporting to leadership.
• Represent Mayfair at relevant industry events and bring member and market insight into future strategy and service development.

What You’ll Bring

• Substantial progressive experience in member success, customer success, account or partner management, business operations, business development or a comparable relationship-led commercial role, including senior management experience.
• A track record of owning a business unit, network, portfolio or complex client relationships with accountability for retention, growth, revenue or business performance.
• Strong commercial and financial acumen, with the confidence to interpret budgets, forecasts, revenue, receivables and performance measures.
• Experience translating strategic priorities into practical plans and successfully implementing new initiatives or service improvements.
• Credibility with senior decision-makers and the ability to develop new business through a consultative, relationship-based approach.
• Strong presentation, facilitation, negotiation, written communication and interpersonal skills, with native-level English.
• Confidence using CRM and performance data. HubSpot experience and knowledge of relevant UK data privacy and marketing requirements are advantageous.
• Experience in luxury real estate, property, a premium membership network, professional association, franchising or another relationship-led service business is strongly preferred. Additional languages are an advantage.

How You’ll Lead

You are proactive, resourceful and comfortable making decisions. You balance member value with commercial sustainability, bring structure to ambiguity and mobilise colleagues across teams to deliver results. Above all, you take ownership and build trust—with members, colleagues and leadership.

Why Join Mayfair?

You will have the opportunity to lead a distinctive business and influential network at an important stage of its development. Your work will directly shape member value, commercial growth and the future of Mayfair’s presence in London and international markets—all while drawing on the reach and resources of Leading Real Estate Companies of the World®.