Job Description – Membership Manager
We’re not hiring people to fill a seat or add to our headcount. We’re hiring people to craft our culture, ethos and success. This is a big deal for us, and we know it’s a big deal for you: a new role defines how you spend your days, who you spend them with, and what your future looks like.
Together, we’ll shape each other’s entire trajectory. That deserves thoughtfulness, empathy and respect. It’s why this job description is deliberately detailed. We want you to know exactly what you’re stepping into. The challenges, the opportunities, the quirks of the role, and the kind of impact you’ll have.
Us
Crafted is a series of life-friendly hotels and spaces where guests can be themselves and fill up on the good stuff: nature, food, wellbeing, craft, people and play. We hope to open several hotels in the coming years, with our first coming in summer 2025: Crafted at Powdermills, East Sussex.
More specifics will follow as planning and pieces fall into place. So, for now, here’s the sentiment behind Crafted…
It’s easy to get overwhelmed by life. To switch to autopilot and go through the motions. We’re busy but not on the things we love doing, we spend more time on our phone, and we misplace our bounce and spark.
In short, Dr Evil’s stolen our mojo.
We all need a tune up now and again. To escape to somewhere that makes us feel totally at ease. Not so we can step away from life, but so we can come back to it. This is where Crafted comes in.
Our aim is to create a network of connected destinations that people come back to again and again because it’s where they feel good about life. Somewhere to work on life, come together, and connect locally.
You
Crafted’s culture will be inclusive and agile but with ambitious goals and a start-up mentality. We need to execute brilliantly from day one and every team member will contribute wherever they are able.
As Membership Manager, you will drive membership growth and lead the membership acquisition process as well as oversee the relationships with the founder members. Thriving on building something from the ground up, you will sell a new brand and concept with creativity and passion, establishing a membership base from scratch and scaling it rapidly through innovative strategies and proactive outreach.
You will develop and execute a comprehensive sales strategy to grow membership, enhance engagement, and achieve revenue goals. You will thrive in a fast-paced start-up environment, build strong relationships, and deliver exceptional service that aligns with Crafted’s brand values,
That said, as Membership Manager, your primary responsibilities will be to:
* Actively sell the Crafted membership concept from the ground up, starting with zero members, and drive rapid growth through creative and targeted approaches.
* Develop and implement a long-term membership sales strategy to drive new member acquisition, maximise retention, and achieve revenue goals.
* Identify and pursue opportunities to acquire new members through outreach programs, marketing campaigns, referrals, corporate partnerships, and direct sales efforts.
* Create compelling membership offerings and ensure seamless management of the membership portal, subscription processes, and overall member experience.
* Implement innovative strategies to enhance member satisfaction, loyalty, and retention, ensuring founder members and members receive exceptional value and engagement.
* Conduct ongoing market research to understand industry trends, customer preferences, and competitor activity, using insights to refine sales tactics.
* Foster strong relationships with members, ensuring their feedback is valued and incorporated into service enhancements.
* Develop and execute special events and promotions to attract new members and enhance the overall member experience.
* Work closely with marketing, product, and customer service teams to create compelling membership offerings, promotional campaigns, and member engagement strategies.
* Manage the membership sales budget to ensure efficient allocation of resources and maximum return on investment. Retention strategies to be implemented to achieve churn rate targets.
* Stay flexible and hands-on, adapting to the needs of a fast-paced, start-up environment and contributing wherever required to support the team.
* Drive the sales of memberships by identifying new business opportunities, partnerships, and channels. Monitor sales performance, adjusting strategies as necessary to meet or exceed membership and revenue targets.
* Track and analyse membership sales performance, using data to report on trends, successes, and areas of opportunity. Adjust strategies based on sales data and market insights.
We’re looking for someone with:
* Proven hospitality sales experience from membership-based organisations or subscription models is essential.
* Local to Powdermills hotel, Battle or willing to relocate.
* Experience in creating and executing sales strategies that drive revenue and membership growth.
* Ability to build relationships and you are passionate about creating a strong, lasting connections with members, you see every interaction as an opportunity to enhance loyalty and foster relationships
* Expertise in developing and executing membership sales strategies across multiple channels.
* Data-driven decision-making, with strong analytical skills to assess sales performance and adjust tactics accordingly.
* Ability to thrive in a fast-paced, dynamic environment and embrace challenges and opportunities to learn and grow.
* Ability to work flexible hours, including evenings, weekends, and holidays, as needed.
Together
We hire people with personality who have a desire to continuously learn. Each person should bring themselves to work to shape our culture and keep us real, interesting, and original.
To create a comfortable environment for all, guest and staff, we prioritise teamwork over titles: no one’s too important to lend a hand, or to new to have a good opinion. We need low egos but high expectations: people who are humble enough to jump in, and serious about making an impact.
Three values we’ll expect you to live by:
1. Enjoy it: it’s still work, but if you’re having fun then so are our guests. It’s ok if you’re humming behind the bar or moving with the music.
2. Own it: whoever you are, and whatever your role, someone’s enjoyment is in your hands. Always keep an eye out.
3. Improve it: ask for feedback (and don’t be scared of what follows), and be curious. We’ll give you plenty of chances to learn and develop.
Reporting to: COO (Acting GM) and CEO
Salary: Competitive, with performance-based incentives
Location: Powdermills Hotel, Battle
Type: Full-Time