Membership Director - Consultant Fixed Term Contract
3 days ago
City of London
Who are we? Maison Estelle is a private members’ club set in a Grade I-listed Georgian townhouse on Grafton Street, Mayfair. A ‘hosted home’, bringing people together that have plenty to say and nothing to prove. A new school club (no rules), with old school values of personalised service and discretion. Who we are looking for? We are looking for a dynamic and strategic Membership Director to join our senior leadership team on a fixed-term basis to cover maternity leave. This is a high-impact role responsible for leading a team of seven membership professionals across three club locations—including a new club launch—requiring strong leadership and pre-opening experience. You will drive tailored membership strategies for each site, focused on growth, engagement, satisfaction, and retention. With a hands-on approach to daily team management and development, you will empower your team to deliver exceptional results, while ensuring our membership offering remains competitive, compelling, and aligned with each club’s unique positioning. This role calls for a confident leader with excellent problem-solving skills, operational oversight, and the ability to adapt strategy to varied club environments. The ideal candidate will bring both strategic foresight and a passion for member experience, with a proven track record in leading multi-site membership teams through growth and change. Key responsibilities • Lead the development and execution of club-specific membership strategies, • Manage membership budgets and revenue forecasts, ensuring alignment with broader financial objectives, • Oversee the effective use of CRM and membership systems, ensuring accurate data capture, reporting, and seamless member communications., • Collaborate with digital teams to optimize digital journeys to support the membership experience, • Ensure all membership processes comply with data protection, privacy, and compliance standards, safeguarding member information and trust, • Drive and monitor key membership KPIs, including acquisition, engagement, and retention, • Lead the development and implementation of standardized Member Journey SOPs to ensure consistent, high-quality member care, • Play a leading role in the pre-opening phase of a new club, including strategy development, staffing, and go-to-market planning., • Drive continuous improvement through innovation and best practices, • Act as the senior point of escalation for complex member concerns or operational challenges, • Champion the voice of the member in strategic discussions and service enhancements, • Lead the membership team and support day to day management, supporting individual performance, training, and development., • Ensure each Membership Managers are delivering against club-specific KPIs and sales targets, including acquisition, retention, and member satisfaction, • Analyse data weekly to track performance, forecast trends, and adapt strategy as needed, • Identify and respond to member needs, and commercial opportunities across each site, • Ensure efficient day-to-day operations of membership services across all sites., • Oversee processes related to member acquisition, onboarding, retention, and feedback. Who we are looking for? • Over five years of senior-level experience in membership leadership roles, with a proven track record of driving growth, retention, and commercial performance across multi-site health and wellness clubs or premium hospitality environments., • Expert in leading, coaching, and developing high-performing teams, consistently delivering against ambitious KPIs across acquisition, and member engagement, • Extensive experience in launching and scaling new clubs or sites, including full ownership of pre-opening membership strategy and team recruitment, • Able to develop and execute long-term strategies, using strong data analysis skills to inform decision-making and continuously improve performance, • Demonstrated ability to lead through change, navigating fast-paced, dynamic environments with resilience, agility, and a solutions-focused mindset, • Technologically confident, with experience implementing and leveraging CRM systems What’s in it for you? At Estelle, we prioritise your well-being and growth, offering a range of perks to enrich your experience. Enjoy exclusive staff rates and biannual socials. Nurture your well-being with stocked colleague spaces and staff food. Engage in forums shaping The Estelle Way. Join us for a fulfilling journey where you are valued, supported, and celebrated. Here at Estelle, we want to create a unified culture and sense of belonging across both Estelle Manor and Maison Estelle. We have a range of perks and benefits at your fingertips: • Biannual company socials plus smaller social and sports groups., • Exclusive staff rates and F&B discounts across Ennismore brand., • Birthday day off, • Goes without saying, but we will feed you during your shift., • Added protection of our pension, health cash plan and life assurance schemes., • 30 days holiday, inclusive of bank holidays, which increases with length of service., • Recommend-a-friend bonus scheme.