Soho Friend Manager. Soho House Barcelona

**Who We Are**

We are a collection of members' clubs, restaurants, hotels and cinemas, catering to those in the film, media, fashion and creative industries. The company has unique ventures throughout the UK, USA, Canada, Europe and Asia, with new openings planned globally. Soho House is a space for its diverse membership and teams to connect, grow, have fun and make an impact.

**The vibe**

At Soho House culture is everything and we believe that our Houses and Studios are only as good as the people who work within them. Whether it's a private members' club, hotel, restaurant, spa or gym each of our sites has its own style and atmosphere. We aim to make sure that all our guests and members have a great time and we firmly believe it's our people who make that happen

**The Role**

At Soho House the Soho Friends Membership Manager is responsible for directly building and defining the local membership community to ensure the membership culture, experience and sales are maximised. They will manage their time to handle recruitment and acquiring, communications, retention and member inquiries and on the floor face time with members and their guests. You will be a direct link between our members and operations, acting as a voice for our members.

An integral aspect of the role is developing relationships and understanding the member community, their mindset and needs, consistently being present and available on the floor.

A membership manager will report into the Head of Member and Communications for the House or region, ensuring membership targets are achieved and that the overall experience within the Studio and the House is consistently high quality, friendly and memorable. They will work cohesively with their peers in events and content to deliver the best possible experience for all who enter our Houses or locations.

**Main Duties**
- Foster events and experiences that maintain the Port Vell Studio & Soho House Barcelona magic and promotes member engagement
- Act as the face of the Studio to members and be available to respond positively to all inquiries and needs of our guests and ensure timely resolutions to any issues they may have
- Schedule and host member introductions, whether potential members or relevant personalities of the city
- Facilitate access to the Port Vell Studio & Soho House Barcelona for visiting high profile members and personalities (as well as a limited number of guests), ensuring they receive good service and enjoy their time as our guests
- Support Head of Membership & Communications with the hosting ambassadors' meetings
- Connect with local agents, brands or organisations within the city regarding events or any special action related with creativity
- Connect with key members or highlighted people of the city to add value to the Studio and gather community and opportunities
- Follow up on creative initiatives of interest to bring them to the Studio & Soho House in general
- Connect and network with the local creative community to build awareness about the House and support the recruitment of new members
- Recommend special actions to Member Events Manager and gatherings related with creativity such us art exhibitions, live music or dj sets, talks, dinners, gastronomic pop-ups, etc.
- Monitor atmosphere and ambience; ensure that the service and attention our members is the best
- Host coffee chats, dinners and events for and with members to ensure consistent connection with the membership
- Partner with all internal stakeholders by communicating and engaging all areas of the operation to support the member experience, including the marketing, food and beverage, finance, people and development and IT teams
- Address membership enquiries quickly and efficiently and arrange follow up meetings when necessary
- Collaborate with the head of member and communications to support member retention YOY, reducing attrition and increasing renewal ratios as agreed to budget
- Gather feedback about the Studio & Soho House (levels of service, facilities and member perceptions) as well as participate in delivering solutions that can manage expectations and support a better experience
- Liaise when necessary to resolve any issues with cards, payments or applicant paperwork
- Work on curated content for our comms, whether the SH.APP or any other channel

**Requirements..**
- 2+ years of Management experience.
- A long-term city resident with extensive knowledge of the local area.
- Flexible schedule including weekends.
- Strong organizational and management abilities
- Daily use of the Microsoft Office Suite, Salesforce, and other systems
- Adaptable in various situations
- Professional manner and attitude
- Friendly and approachable
- Strong written and oral communication skills
- Leadership skills to motivate and develop staff and to ensure accomplishment of goals. Able to set priorities, plan, organize, delegate, and control.
- Ability to work effectively under time constraints and deadlines.
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