Membership Director

Job Purpose:    

The Membership Director, Miami is responsible for overseeing the development, acquisition and retention of Soho House members. This role drives membership growth, leads and manages the local Membership team, ensures a high standard of member experience, and significantly contributes to the overall success of the business.

The Director will work closely with House, regional and global teams to meet quarterly and annual membership targets, build and nurture a vibrant member community, and ensure the membership experience reflects Soho House’s unique creative spirit.

They will have a strong understanding of the market and its creative and cultural landscape, an extensive local network, and the ability to build meaningful relationships across the city. They will combine strong commercial and strategic thinking with a highly visible, hands-on approach to members and the market.

Main Responsibilities

Membership Recruitment & Retention

• Deliver the full membership budget each year, in line with weekly revenue targets and quarterly and annual targets for both new application approvals and member retention.
• Develop and deliver a comprehensive membership strategy with clear plans across acquisition and retention, monitoring performance and adjusting throughout the year as needed.
• Develop strategies for key renewal groups. Manage and execute retention plan, both offsite and onsite to mitigate churn.
• Make strategic decisions and adjustments to ensure membership targets are achieved or exceeded, identifying opportunities to accelerate growth or address areas of underperformance.
• Drive membership growth by leveraging an extensive personal network within the creative industries while continuously developing new communities and pipelines for prospective members.
• Ensure member outreach, approvals and the overall membership demographic reflect the House Identity Plan, with particular focus on demographics and creative communities that are reflective of the local market.
• Maintain a detailed understanding of the membership base, including applications, approvals, conversion, renewals, leavers, engagement and retention.
• Collect, analyze and act on retention metrics, member feedback and survey data to continuously improve member satisfaction and identify opportunities for growth.
• Work closely with the Member Success team to develop and deliver retention actions, with particular focus on members at highest risk of leaving.
• Maintain a strong understanding of the competitive landscape and ensure Soho House continues to attract and retain a relevant, high-quality creative membership.

Team Leadership & Management

• In close partnership with the Area General Manager, lead the Membership team, ensuring clear roles, responsibilities and accountability across the function.
• Recruit, lead and inspire a high-performing Membership team that represents the profile and diversity of the membership community.
• Set clear performance goals and provide regular feedback, mentorship and direction to ensure the team delivers membership targets, high-quality members and an exceptional member experience.
• Establish clear working rhythms across outreach, applications, Committee, introductions, member engagement, retention and renewals.
• Ensure the team maintains a strong presence within the House and develops meaningful relationships with members and prospective members.
• Foster a collaborative, inclusive and results-driven team culture.
• Identify development opportunities within the team and support succession and career progression.

Committee Development & Oversight

• Build, grow and manage the Membership Committee, ensuring it is balanced across age, ethnicity, gender, industry, experience and community representation and reflects the House Identity Plan.
• Develop strong individual relationships with Committee members and ensure they understand their role in identifying, proposing and engaging prospective members.
• Motivate and engage Committee members to actively participate in the membership process and deliver against Committee proposal targets.
• Ensure the Committee remains connected to the evolving creative and cultural landscape and continuously introduces new communities and perspectives to the House.
• Use tracking metrics to regularly review the composition, engagement and effectiveness of the Committee, making changes where required to maintain strong performance.
• Lead Committee meetings and maintain a consistent cadence of engagement with Committee members outside of formal meetings.

Membership Quality Control

• Oversee the membership application and approval process to ensure all approved members meet Soho House’s standards of quality and creativity.
• Maintain a consistent and high calibre of membership, ensuring the community reflects the identity, values and creative spirit of Soho House.
• Maintain oversight of membership quality across new applications, renewals and the existing member base.
• Ensure the application pipeline is being actively managed and that prospective members are appropriately engaged ahead of approval.
• Regularly review the composition of the membership base and identify areas where additional outreach or greater representation is needed.
• Partner with regional Membership leadership on complex membership decisions or where additional review is required.

Member Introductions & Membership Journey

• Ensure all new members receive a high-quality introduction to the House, its community, values, rules and membership experience.
• Regularly host member introductions to set the standard for the Membership team and personally engage with new members.
• Ensure introduction attendance and follow-up are consistently monitored and managed by the team.
• Work cross-functionally to develop engagement strategies for members during their first year, with particular focus on improving Year 1 retention.
• Ensure a seamless member journey from application and approval through onboarding, engagement, renewal and ongoing membership.
• Identify opportunities to improve the member journey based on feedback, engagement and retention data.

Outreach & Member Engagement

• Develop and lead a proactive outreach strategy, building a strong and consistent pipeline of prospective members aligned with the House identity and membership targets.
• Actively engage across the creative and cultural landscape, building meaningful relationships with established and emerging talent, cultural leaders, community connectors and prospective members.
• Maintain an extensive and evolving network across art, music, fashion, film, design, media, technology, food, hospitality and other relevant creative industries.
• Identify new communities, industries and networks where Soho House should have greater representation and develop targeted outreach plans to engage them.
• Build and maintain relationships with key cultural figures, global talent and ambassadors who can contribute meaningfully to the House and wider membership community.
• Maintain a strong external presence, attending relevant cultural and industry moments and ensuring Soho House remains connected to the people and communities shaping the city.
• Develop strong relationships with existing members and maintain a visible presence in the House, gathering feedback and maintaining a first-hand understanding of member sentiment.
• Identify members at risk of leaving and personally engage where senior intervention can support retention.
• Work with the Membership team to develop targeted member engagement and retention initiatives throughout the membership lifecycle.
• Identify opportunities around key cultural moments to support member acquisition, engagement and retention, working with the relevant internal teams to bring these opportunities to life.
• Serve as a key ambassador for Soho House, strengthening relationships with the wider creative community and ensuring the membership continues to evolve alongside the city.

Member Conduct & Behaviour Management

• Lead efforts to address member behaviour and conduct issues, working closely with the Membership and House teams to handle sensitive conversations.
• Ensure all behavioural and conduct-related concerns are documented, followed up and resolved promptly and professionally.
• Provide clear direction to the Membership team on appropriate handling and escalation of member behaviour issues.
• Ensure member-related issues are managed consistently and in line with Soho House policies, working with the Membership Behaviour Committee, Legal, P&D and regional leadership where required.
• Personally lead sensitive or complex member conversations where senior intervention is appropriate.
• Maintain strong judgement and discretion while balancing the interests of individual members, the wider community and the business.

House Presence & Member Experience

• Spend significant time in the House throughout the week, including appropriate evenings and weekends, maintaining a visible and approachable presence with members.
• Build strong relationships with the membership community and maintain a first-hand understanding of member sentiment and the overall House experience.
• Be present during key House moments and major events, hosting and supporting the team with membership management and member engagement.
• Regularly gather feedback from members and identify recurring themes or opportunities to improve the membership experience.
• Work closely with the Area General Manager and Operations team to address issues affecting member satisfaction and retention.
• Support House teams by providing feedback and guidance to continuously enhance the member experience.

Cross-functional Collaboration

• Work closely with the General Manager, Operations, Member Events, Member Relations, Member Success, Partnerships, Marketing and regional Membership leadership to ensure the membership strategy is reflected across the wider House experience.
• Partner closely with the Member Events team, sharing member insight, feedback, demographic data and knowledge of the creative community to help inform programming that is relevant to members and supports acquisition and retention goals.
• Maintain clear alignment with Member Events around key cultural moments, priority communities and opportunities for prospective and existing member engagement, while respecting clear ownership of event strategy and execution.
• Work with Operations and the Area General Manager to ensure member feedback and recurring themes are understood and addressed, particularly where the House experience is impacting satisfaction or retention.
• Partner with Member Relations, Membership Strategy, and Member Success to identify churn risks and develop targeted strategies for members or groups requiring additional engagement.
• Work with Partnerships to identify relevant local relationships and opportunities that can add value to the membership proposition and strengthen Soho House’s position within the local market.
• Collaborate with Marketing and Communications teams on relevant member communications, outreach and key membership moments.
• Represent the membership perspective in cross-functional House planning and decision-making, ensuring member needs, feedback and business objectives are considered.
• Maintain close communication with regional Membership leadership, sharing performance, risks, opportunities and market insight and ensuring we remain aligned with wider North American membership priorities.

Performance, Reporting & Administration

• Maintain a detailed understanding of membership performance across applications, approvals, conversion, membership base, renewals, leavers, retention and revenue.
• Use membership data, Salesforce reporting, member feedback and market insight to identify trends, risks and opportunities and translate them into clear actions.
• Provide regular performance updates and recommendations to House and regional leadership.
• Maintain clear forecasting around membership growth, renewals and attrition and proactively flag areas of risk.
• Ensure the Membership team maintains accurate and comprehensive records across Salesforce and other membership systems.
• Ensure membership applications, renewals, member feedback, behaviour and outreach activity are documented accurately and consistently.
• Manage the local Membership budget and ensure investment is directed towards initiatives that support acquisition, engagement and retention.
• Ensure all Membership processes and administrative standards are delivered accurately and efficiently by the team.

Experience Required:   

• Strong leadership skills with a proven track record of managing high-performing teams (inc remote and different markets) and large budgets with over 10 years experience.
• Extensive network and experience in creative industries.
• A minimum of 5 years experience managing teams in different markets within USA, including a strong knowledge of consumer behaviour, cultural insights, and ability to translate into revenue growth.
• Demonstrated expertise in driving and retaining membership and/or sales into a similar business.
• Exceptional communication and interpersonal skills, with the ability to engage and inspire others, with extensive experience building and leading presentations.
• Experience engaging and presenting to C level/senior leadership beneficial.
• Data-driven approach to membership management, with the ability to interpret and act on key metrics.
• Passion for creativity, community building, and hospitality.

Why work with us...

Soho House offers competitive compensation packages that feature global benefits and perks. Whether you’re seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to enhance your career.

• Career Development: Soho House can progress your career domestically or internationally as well as managerially or technically
• Soho Impact: Empowering the Soho House Community to make positive change, through mentoring, apprenticeship, local outreach and sustainability
• Learning & Development: An extensive range of internally and externally run courses are available for all employees.
• Cookhouse & House Tonic: Celebrating our passion for food and drink. Check out our monthly calendars and get involved in trips, training's and events. Available to all.
• Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.
• Team Meal: Whilst on duty in our Houses & Restaurants you will be provided with a substantial meal free of charge.