Membership & Community Executive

What you'll do...

Membership Administration

• Manage member onboarding, offboarding, renewals and profile maintenance.
• Ensure membership records and data remain accurate and up to date.
• Coordinate membership communications and account administration.
• Act as a key point of contact for member queries and support.

Member Experience & Engagement

• Deliver a high-quality member experience throughout the membership journey.
• Develop initiatives that increase member engagement and satisfaction.
• Gather feedback and identify opportunities for service improvement.
• Support events, activities and communications that strengthen participation and retention.

Sales & Commercial Support

• Support the Head of Memberships with enquiries, tours and membership conversions.
• Manage follow-ups and help convert prospects into members.
• Develop a strong understanding of membership products, pricing and benefits.
• Identify opportunities to increase member value, retention and revenue.
• Work closely with the Head of Memberships to improve conversion and occupancy.

Community & Relationship Management

• Build strong relationships with members and key stakeholders.
• Act as an advocate for member needs within the business.
• Support community initiatives that enhance member engagement and value.
• Work with other WF_ locations to maintain a consistent member experience.

Systems & Operations

• Maintain a strong understanding of membership, finance, reporting and operational systems.
• Support membership reporting, trackers and administrative processes.
• Provide operational cover when required.
• Assist with system testing, process improvements and operational projects.
• Work closely with the Membership Systems Coordinator to maintain consistent processes and knowledge.

Leadership & Development

• Lead member experience and engagement projects.
• Support the development of engagement strategies that contribute to retention and growth.
• Train and support colleagues on membership processes and standards.
• Take increasing ownership and responsibility as the role develops.

What We’re Looking For...

• Experience in sales, hospitality, coworking, membership, customer experience or account management.
• Commercially aware, with an understanding of sales, retention, occupancy and member value.
• Confident supporting enquiries, tours, follow-ups and membership conversions.
• Strong relationship-building and communication skills, with a genuine passion for hospitality and community.
• Highly organised, proactive and solutions-focused.
• Comfortable using CRM, membership and reporting systems.
• Collaborative and willing to support across sales, engagement and operations.
• Ambitious and keen to develop their commercial and leadership skills within the Memberships team.

What’s in it for you…

• Competitive salary
• 28 days holiday (including bank holidays), pension, eligibility to take part in the company discretionary bonus scheme and life insurance.
• A health cash plan to claim money back and get access to lots of ways to support your physical & mental wellbeing.
• It’s ok not to be Ok, we have a confidential hotline for any support you require about anything and a network of mental health first aiders.
• Treat yourself once in a while with lots of retail & hospitality perks through our partners.
• Enjoy a free night at The Hoxton and a meal for two when you first start with us.
• Goes without saying, but we’ll feed you during your shift.
• Excellent discounts across the Ennismore family for you and your nearest and dearest (even if you decide to leave us!)
• Free night at The Hoxton every year and something a little extra £££ when you hit the big milestones!
• Lots of opportunity to progress and switch it up as part of a global family of brands.
• Training to get you settled into your role, learning academies to broaden your skillset and development that helps you think, make and thrive at work.
• Extra time off to volunteer with one of our partner charities.
• Regular team get togethers, from our team drinks to our (pretty special!) bi-annual parties – we know how to have a good time!
• Enhanced family leave for when you’re expanding your family.
• An annual diversity and inclusion calendar of events creating opportunities for you to learn, celebrate and make a positive impact.