Membership Director Los Angeles

Job Purpose

The Membership Director Los Angeles is responsible for overseeing the development, acquisition, and retention of Soho House members across the city. This role drives membership growth, manages the membership team, ensures a high standard of member experience, and significantly contributes to the overall success of the business in North America. The Director will work closely with regional and global teams to meet quarterly membership targets, build and nurture a vibrant member community across the city, and ensure the membership experience reflects Soho House's unique creative spirit.

• Deliver the full membership budget each year, in line with weekly revenue targets and delivering on the full quarterly and annual target for both new application approvals and member retention.
• Make strategic decisions and adjustments throughout the year to help achieve this if certain Houses fall short or can exceed.
• Drive regional membership growth by leveraging extensive personal networks within the creative industries.
• Work with the Heads of Membership to create and deliver extensive membership strategies for each House that are put into play and monitored throughout the year, that have two main components around Acquisition and Retention.
• Ensure member outreach and approvals/member demographic at the Houses represents our member diversity metrics for each House, looking to focus on those demographics which are disproportionally underrepresented.
• Partner with the Head of Member Events in North America and the Member Events team in Los Angeles to ensure engaging event programming that can either generate new applications (acquisition) or make members value their membership (retention).
• Lead efforts to strengthen Membership Committees, enhancing the quality and volume of applications.
• Collect, analyse, and act on retention metrics, alongside member survey data, to continuously improve member satisfaction and identify growth opportunities.
• Work with the Member Success Team to drive retention programmes across the region, local to each House and that specifically target members at highest risk of leaving.

• Take full responsibility for delivering the successful roll out of the new membership structure in Los Angeles. Provide and manage clear roles and responsibilities for each individual in the team.
• Recruit, lead, and inspire a high-performing membership team across Los Angeles that represents our membership profile.
• Set performance goals and provide mentorship to ensure the team excels in delivering targets, high quality members and an exceptional membership experience. Provide regular feedback and direction to team members.
• Foster a collaborative, inclusive, and results-driven team culture.

• Build, grow, and manage Membership Committees, ensuring they are balanced in terms of age, ethnicity, gender, industry, and experience. Base this on the House Identity Plans and existing data we have on member demographic.
• Motivate and engage committee members to actively participate in the membership process.
• Use tracking metrics to regularly review the composition and effectiveness of committees to maintain high performance, removing/changing members where needed and adopting new approaches to deliver new members.

• Oversee the membership application process to ensure all approved members meet Soho House’s standards of quality and creativity.
• Maintain a consistent and high calibre of membership across the region, reinforcing the brand’s reputation.

• Ensure all administrative processes for membership applications and renewals are handled efficiently and accurately.
• Work with the local teams to ensure all new members across the region receive an Introduction. In some places host member introduction sessions to set the standard and guide the teams, providing new members with a comprehensive orientation to the Soho House experience.
• Collaborate with internal teams and to ensure a seamless member journey from application to onboarding.
• Work cross functionally to deliver engagement strategies for new members in their first year to improve Y1 retention figures.

• Actively engage in networking and outreach within the creative industries to build relationships with influential local figures, creatives, and opinion leaders.
• Enhance brand awareness through strategic local partnerships and community engagement.
• Serve as a key ambassador for Soho House, fostering goodwill and strengthening the regional membership base.

• Lead efforts to address member behaviour issues in your region, working closely with the team to handle sensitive conversations.
• Document and follow up on any behavioural or conduct-related concerns promptly and professionally.
• Ensure all member-related issues, including conduct and behaviour, are managed…