Head of Membership

4 days ago

Toronto, Canada Soho House Full time

**Our mission**

Soho House is a platform for creativity and a space for its diverse membership to have fun, connect, discover and grow. Our passion is people, and we put members and our team at the heart of everything we do. We promote equality, respect and kindness within our walls, and in every community, we create around the world. At Soho House, culture is everything and we believe that our Houses are only as good as the people who work within them.

**The Role**

At Soho House, the
**Head of Membership & Communications** will be responsible for driving the opening and day-to-day member recruitment and retention. Overseeing all aspects of the member experiences, including House events, member operations and all member communications including communication through our digital apps Soho House CONNECT and Soho House FRIENDS. They will directly oversee the local teams consisting of the membership, events and communication managers, leading them to deliver the best possible experience for members in the Houses, as well as across our digital platforms.

A successful Head of Membership & Communications knows that partnership and collaboration across multiple departments within the Houses is crucial to create the engaging, friendly experience our creative members enjoy. The Head of Membership & Communications is responsible for gathering feedback about club developments, levels of service and facilities and developing appropriate responses to ensure a consistently high-quality experience for members.

**The Head of Membership & Communications** will report to the House’s General Manager and with a dotted line to the Head of Membership and Communications for the Central Region with whom they will work to ensure we recruit creative, quality members and keep the “magic” throughout our Houses.

**Main Duties**
- Manage membership managers, events teams and content managers to create a high-quality experience for all the members within the House
- Responsible for driving membership acquisition, retention and the member and guest experience, including hosting member events appropriate for the local House and overseeing member communications within the House
- Work with the membership team to create a cohesive creative environment under the centralized vision of the general manager of the house.
- Partner with the general manager to meet annual membership targets
- Engage in the local creative scene, attending events, parties, launches etc. to develop contacts, network and build awareness about the House, its facilities, your role and how new contacts might join Soho House
- Drive the collection of member content by working with local membership teams to extract creative content from the membership to share with the Director of Membership & Communications to deliver through our member digital platforms
- For major Soho House events, both on and off site, play a central role in putting together the guest list(s), ensuring members and VIPs get access, as applicable. When appropriate, facilitate access to the House for visiting high profile celebrities and personalities (as well as a limited number of guests), ensuring they receive good service and enjoy their time as our guests
- Create competencies for the membership team as well as identify any gaps and developments for any training needs
- Work across all cross-functional teams (operations, design, content, creative, digital, events, partnerships and people & development teams) to deliver the House’s objectives
- Write rotas for all direct reports to ensure there is full support on the floor across the Houses during key times
- Participate in weekly Head of Department meetings for the site
- Maintain a constant presence in the House, acting as the face of the House to members
- Lead or oversee all new member introductions to the House to ensure members understand benefits, rules and opportunities. Ensure you meet all new members where possible, explaining your role and allowing them to contact you if they choose
- Play an active part in the creation and implementation of the members events program, helping to ensure that events are well planned (by the events manager) and communicated (by the content manager)

**Requirements/ Qualifications:
- Minimum of 5+ years of experience as a respected leader and leading a large team
- Excellent written and verbal communication skills
- Excellent critical thinking skills and the ability to exercise good judgment and solve problems quickly and effectively
- Energetic, flexible, collaborative and proactive; a team leader who can positively and productively tackle strategic initiatives and immediate business needs, as well as connect with the local creative community
- Knowledge of digital tactics, such as SEO (search engine optimization, digital asset optimization, social media optimization and even micro media optimization)
- Ability to assess how to communicate with members
- Marketing or communications background, PR

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