Membership Strategy Manager

About the Role

The Membership Strategy Manager is responsible for delivering Soho House’s global membership strategy across a set of key Houses. This role translates centrally designed frameworks into locally relevant plans that protect and grow membership revenue. The role reports to the Membership Strategy Manager (Global) and is the strategic link between global strategy and local delivery.

Key Responsibilities

• Delivery of Global Strategy Across Assigned Houses:
• Lead the delivery of agreed global membership initiatives and objectives across assigned Houses, translating global frameworks into practical local plans with membership and operations teams.
• Prioritise and sequence global initiatives according to House-level risk, opportunity, and operational capacity.
• Feed on-the-ground insight, local nuance, and delivery barriers back into global strategy development.
• Act as the primary point of contact across assigned Houses for global membership strategy, ensuring House teams understand objectives.
• Retention & Engagement:
• Deliver assigned Houses’ contribution to the global membership retention target.
• Design and run toolboxes to reduce turnover among high-risk member groups, tracking and evolving approaches based on performance data.
• Drive engagement against globally defined attrition indicators, closing the gap between local execution and target.
• Manage pre- and post-initiative data for assigned Houses, adjusting continually with local teams to protect the retention goal.
• Strengthen onboarding and first-three-year engagement, using behavioural insight to intervene at high-risk stages of membership.
• Partner with the Data Team and the Soho Support Member Success function for targeted proactive intervention.
• Intakes & Applications:
• Track and deliver budgeted intakes for assigned Houses, de-risking revenue shortfall from missed intake targets.
• Leverage seasonality and local cultural calendars to maximise application volumes.
• Execute acquisition strategies that deliver required House mix across assigned Houses.
• Run scenario-based local offers, adapting approaches proven elsewhere in the group.
• Identify emerging risk to intake or revenue early and escalate to the Membership Strategy Manager (Global) with a recommended recovery plan.
• New Openings & Hypercare:
• Apply the global opening framework to pre-opening acquisition and membership success planning for openings within assigned Houses.
• Lead membership-side opening implementation and hypercare across assigned Houses.
• Partner with pre-opening, marketing, and House teams to meet application, intake, and early engagement targets at opening.
• Capture learnings from each opening to feed back into the global opening playbook.
• Data, Insight & Performance:
• Track and report performance across assigned Houses, including onboarding, engagement, retention, renewals, applications, and intakes.
• Translate House-level data into clear, commercially focused recommendations for both local teams and global strategy.
• Partner with the Data Team on member segmentation and predictive churn models, ensuring local nuance is reflected.
• Present regional performance and recommendations to senior stakeholders.
• Partnership & Cross-Functional Working:
• Partner with the Regional Membership Director to ensure strategy is delivered effectively across assigned Houses.
• Work with House Membership teams, Member Relations, Operations, Marketing, Communications, and Digital to remove barriers to retention and acquisition.
• Provide clear prioritisation and targeting guidance for consistent execution of global initiatives.
• Act as an escalation point across assigned Houses for retention performance, cohort risk, and engagement challenges.
• Continuous Improvement & Innovation:
• Identify and test improvements to member engagement, retention, and acquisition across assigned Houses.
• Measure effectiveness and hand successful approaches to the Membership Strategy Manager (Global) for scaling.
• Champion a culture of continuous improvement within assigned Houses’ membership teams.

Requirements & Tech Stack

• Significant experience in membership strategy, retention, customer success, loyalty, or lifecycle marketing within a membership, hospitality, or premium customer environment.
• Proven experience delivering engagement and retention strategies that improve customer or member lifetime value.
• Experience delivering both acquisition (intake or sales targets, offer design, funnel management) and retention.
• Experience supporting new site, venue, or market openings in a hospitality, retail, or membership environment.
• Experience operating in a matrixed international business, delivering centrally designed strategy through local teams without direct authority.
• Strong analytical capability, with experience using CRM platforms (ideally Salesforce) and customer data to inform decisions.
• Experience working with behavioural insight, segmentation, and predictive models to influence customer engagement.
• Demonstrated ability to translate complex data into commercially focused recommendations.
• Proven experience working across multiple business functions and influencing stakeholders at all levels.
• Strong presentation, communication, and stakeholder management skills, including experience presenting to senior leadership.
• Highly organised, commercially minded, and proactive, with the ability to manage multiple initiatives simultaneously.
• Knowledge of the assigned Houses’ membership landscape and cultural calendar.
• Confident using AI tools to accelerate day-to-day work (e.g., building and interrogating performance reporting, structuring data analysis, preparing decks and presentations).

Qualifications

• Implicitly included within the Requirements section.

Compensation

• Pay Range (if filled within New York): $80,000—$95,000 USD
• Actual compensation will be determined based on experience and other factors permitted by law.