Job Description
The Ivy Private Members' Club is an exclusive, members-only haven in the heart of London, offering a luxurious escape for those who appreciate sophistication. Inspired by the iconic Ivy restaurant, it combines elegance with top-tier service, featuring private dining, a stylish bar, and curated events.
AsRetention Manager, you will foster strong relationships with our members, ensure high retention rates, and enhancemember satisfaction. You will act as the primary point of contact for existing members, developing personalised engagement strategies to reinforce loyalty and maximise the value of membership.
Key Responsibilities
Member Engagement & Relationship Management
* Build and maintain strong relationships with members, understanding their preferences and expectations.
* Act as a dedicated point of contact for key members, ensuring their needs are met with exceptional service.
* Develop personalised engagement plans to enhance the member experience.
* Regularly gather feedback to identify opportunities for improving member satisfaction.
Retention & Renewal Strategy
* Lead the membership renewal process, proactively engaging with members ahead of expiration.
* Identify and address potential reasons for membership attrition, implementing targeted retention initiatives.
* Analyse membership data to track engagement trends and forecast retention risks.
* Collaborate with internal teams (management & events) to curate exclusive experiences that drive loyalty.
Community Building & Events
* Work closely with the events team to create bespoke member experiences that foster a strong sense of community.
* Facilitate introductions and connections between members to enhance their engagement with the club.
* Attend key events to ensure members feel valued and supported.
Member Communication & Feedback
* Develop and execute communication strategies to keep members informed and engaged.
* Oversee personalised touchpoints, including welcome experiences, milestone recognitions, and exclusive offers.
* Regularly conduct member satisfaction surveys and present insights to senior management.
Key Skills & Experience
* Proven experience in as luxury hospitality, private members club, or high-end service industry.
* Strong background in customer relationship management, retention, or VIP client services.
* ?Excellent interpersonal skills, with the ability to build trust and rapport with high-profile individuals.
* A proactive, problem-solving approach to enhancing member satisfaction.
* Experience in data analysis and CRM toolsto track retention metrics.
* Impeccable attention to detail and a passion for delivering best-in-class service.
* A deep understanding of luxury lifestyle, hospitality trends, and premium service expectations.
Benefits & rewards:
* Competitive Industry pay
* AManagement Career Development Program,which includes online and practical assessments.
* Extra holiday allowancefor length of service, up to 5 extra days after 5 years.
* 50% staff discountfor you and up to 3 friends when you dine in our restaurants.
* Celebrate career anniversaries with agift voucherto dine in our restaurants.
* You can takeyour Birthdayas a dayoff- Guaranteed!
* Access to discountson 100s of retailers, health, entertainment, travel & more
The Ivy Collectionis an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
About us:Our shared CARING values help create an environment where we are happy, and engaged and we care for ourselves, our colleagues, our guests, and we celebrate our individualities and differences.
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