JOB SUMMARY
As part of the pre-opening team at Madison House, the Membership Manager will play a pivotal role in establishing and growing the membership base by driving new member sales, and cultivating an engaged, dynamic community from day one.
Your primary focus will be on generating leads, conducting tours, converting prospects, and onboarding members. As the club evolves post-opening, the role will grow to include member engagement, community-building initiatives, helping define the Madison House culture and experience.
This role requires close collaboration with the Managing Director of Membership, marketing and events teams to ensure alignment on member acquisition and engagement strategies.
KEY RESPONSIBILITIES
Membership Acquisition & Onboarding
- Act as the main point of contact for all membership enquiries.
- Conduct tours of Madison House for prospective members.
- Own the full sales pipeline, from lead generation and nurturing through to conversion and onboarding, using the CRM to track and optimise performance.
- Develop and execute onboarding processes to ensure new members feel welcomed and integrated. Maintain strong relationships with new members, proactively engaging in their first 30/60/90 days.
- Work with Membership Club Manager & marketing team to create targeted campaigns and promotional materials that drive qualified leads and build brand visibility.
- Support Membership Club Manager in identifying and pursuing business development opportunities, such as corporate partnerships and local collaborations to expand the member base.
- Maintain up-to-date knowledge of the local market and competitor offerings to ensure Madison House remains well-positioned
Member Services & Operations
- Manage all administrative aspects of membership: including applications, onboarding documentation, account setup, renewals, upgrades, suspensions, cancellations, and membership transfers.
- Ensure meticulous maintenance of member records, upholding accuracy, confidentiality, and compliance with data protection policies.
- Work closely with the finance team to reconcile member billing, resolve invoicing issues, process payments, and support financial reporting tied to membership activity.
- Address and resolve member concerns with discretion and professionalism.
- Maintain the integrity and performance of the member CRM system, including:
- Ongoing data hygiene (duplicates, outdated records, etc.)
- Monthly reporting on key membership metrics (new joiners, churn, engagement)
- Tracking engagement trends and identifying areas for improvement
- Develop and document membership processes and SOPs for consistency, efficiency, and ease of handover as the team expands.
Community Building & Engagement (Post-Opening Evolution)
- Identify member interests, lifestyles, and passions to create vibrant interest-based communities (e.g., wellness, wine, arts & culture, padel/pickle, entrepreneurship etc.).
- Plan and deliver high-touch member networking events such as New Member Drinks, Breakfast Clubs, Supper Clubs and social nights
- Work in close collaboration with the Events & Programming team to ensure the overall calendar is relevant, inclusive, and engaging for the member base, providing feedback and insights from the community to shape the offering.
- Serve as an active connector, facilitating introductions and shared experiences among members to encourage meaningful relationships and cross-community engagement.
- Work with leadership to develop and evolve the member engagement strategy as the community grows, ensuring it remains dynamic, personalised, and aligned with the club’s mission.
