Job Description
Membership Manager
Maybourne
We are seeking an exceptional Membership Manager to join the Maybourne Global Guest Experience & Services team.
Maybourne owns and manages Claridge's, The Connaught, The Berkeley, The Maybourne Beverly Hills, The Maybourne Riviera, The Emory and Surrenne.
At Maybourne, it is our purpose to create stories of distinction, and we know that truly memorable experiences are made up of countless small moments. Moments where the extraordinary becomes reality.
We are building on the reputation of our heritage properties by realizing a global vision to lead the future of luxury, curating distinctive and enriching experiences, from developing our digital capabilities and superior insights to enhancing our unmatched guest experience, to growing the number of hotels, spas, and residences around the world.
Who thrives here?
You are passionate about our work that drives us to exceed expectations in every way. You are warm and friendly with collaboration in your blood. You have strong ambitions for yourself and the team around you, elevating your career and the team you work with every day. You show curiosity and pay attention to detail to anticipate what others need. You are looking for a career, not a job.
Main Duties & Responsibilities
As the Membership Manager, you will play a pivotal role in the success of our new Maybourne VIC programme and platform. You will be responsible for establishing and managing relationships with our leading guests and new members. This position requires a dynamic and motivated individual who has a deep understanding of luxury service, exceptional interpersonal skills, and a passion for providing exceptional experiences.
Main responsibilities of the Membership Manager role include but are not limited to:
1. Develop and implement strategic initiatives to engage new and existing members.
2. Work closely with the Director of Membership on networking, industry events, and market research.
3. Conduct presentations and meetings with members and prospective members to showcase the programme.
4. Collaborate with the marketing team on all aspects of engagement with this valued audience.
5. Lead the onboarding process for new members, ensuring a seamless and personalized experience.
6. Develop tailored services that align with individual member preferences and needs.
7. Provide ongoing support and guidance to new members, helping them navigate all elements of the programme and associated platform.
8. Cultivate and maintain strong relationships with high-profile members, acting as their primary point of contact.
9. Regularly engage with members to understand their needs, preferences, and feedback to enhance their experience.
10. Organise exclusive events and experiences for members to foster community and loyalty within the programme.
11. Monitor membership engagement metrics, providing regular reports to senior management.
12. Analyse member feedback and satisfaction levels to identify areas for improvement and growth within the programme.
13. Stay informed about industry trends and competitor offerings to ensure the Maybourne programme and platform remains market leading.
14. Work closely with other departments, including operations, marketing, and guest services, to ensure a cohesive approach to member engagement and service delivery across Maybourne.
15. Train and mentor junior staff on best practices for member interaction and service excellence.
Successful candidates for our Membership Manager opportunity will have:
1. A bachelor’s degree in Business Administration, Hospitality Management, or a related field.
2. Proven experience in sales, membership management, or a similar role within the luxury hospitality or service industry.
3. Exceptional communication and interpersonal skills, with the ability to build rapport with high-profile clients.
4. Strong organizational skills and attention to detail, with the ability to manage multiple priorities effectively.
5. A passion for delivering outstanding service and creating memorable experiences for clients.
6. Proficiency in CRM software and Microsoft Office Suite.
In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.
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