Membership Manager

• Corporate Office
• Guest Experience and Services
• Full time

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 realising 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 for 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 the detail to anticipate what others need. You are looking for a career not a job.

The Maybourne experience

You will find a supportive, fun and nurturing team where you can bring your ideas and creative & entrepreneurial thinking to your role. We have a range of development interventions at every level and for different functional specialisms to help you design the trajectory of your career.

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 engaging 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 Duties & Responsibilities

Main responsibilities of the Membership Manager role include but are not limited to:

• Develop and implement strategic initiatives to engage new and existing members.
• Work closely with the Director of Membership on networking, industry events, and market research.
• Conduct presentations and meetings with members and prospective members to showcase the programme.
• Collaborate with the marketing team on all aspects of engagement with this valued audience
• Lead the onboarding process for new members, ensuring a seamless and personalized experience.
• Develop tailored services that align with individual member preferences and needs.
• Provide ongoing support and guidance to new members, helping them navigate all elements of the programme and associated platform
• Cultivate and maintain strong relationships with high-profile members, acting as their primary point of contact.
• Regularly engage with members to understand their needs, preferences, and feedback to enhance their experience.
• Organise exclusive events and experiences for members to foster community and loyalty within the programme.
• Monitor membership engagement metrics, providing regular reports to senior management.
• Analyse member feedback and satisfaction levels to identify areas for improvement and growth within the programme.
• Stay informed about industry trends and competitor offerings to ensure the Maybourne programme and platform remains market leading.
• Work closely with other departments, including operations, marketing, and guest services, to ensure a cohesive approach to member engagement and service delivery across Maybourne.
• Train and mentor junior staff on best practices for member interaction and service excellence.

Entry Requirements

Successful candidates for our Membership Manager opportunity will:

• Proven experience in delivering exceptional member experiences and membership management, preferably within the hotel or hospitality industry.
• Strong leadership and team management skills.
• Be a team player who is an avid learner, adaptable and has exceptional interpersonal and communication skills.
• Ability to develop and execute strategic plans.
• Ability to work under pressure with proactive approach and excellent attention to detail.
• A high standard of personal presentation with confident, professional and welcoming personality.
• Demonstrate genuine dedication to Maybourne and show a commitment to consistent quality in our product and service.

Eligibility

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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