Membership Retention Coordinator - Soho Support
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Membership Retention Coordinator - Soho Support

Soho House



Membership Retention Coordinator - Soho Support

About the job

Job Title: Membership Retention Coordinator

Department: Soho Support Team

Location: 180 The Strand (Soho House Support Office) / Remote working

Hours: 40 hours per week (5 shifts across a 7-day period, between 8am-10pm)

Salary: £11ph (Increasing to £12ph on successful completion of 3 month probationary period)

T he Role…

Our Soho Support Team (SST) is responsible for providing creative solutions and fast, to our members and customers globally, across Membership, Bedrooms & Soho House Retail.  We offer memorable experiences and deliver industry leading service to all.

With new house openings globally, this is an exciting time to be joining our team and we’re looking for Membership Retention Coordinators to deliver a first-class service to our members via phone and email. 

Main Duties…

  • Provide information to members about our membership offering in a positive, enthusiastic manner.
  • To proactively contact members due to expire or who have recently expired, via telephone and email, to discuss their membership and options available, whilst adhering to the departments SLA’s.
  • Set up new member and member renewal payments via credit card, Direct Debit, Sepa and occasional bank transfer payment, ensuring all transactions are handled accurately and as per company/legal guidelines.
  • Responsible for amending, pausing, transferring and upgrading memberships, ensuring compliance with the appropriate Terms & Conditions.
  • Use our Salesforce, GEM and Open Table database to create, look up and update records for current members.
  • Complete general membership administration tasks
  • Support other departments with information requests etc.
  • Any ad-hoc projects given by the Head of Support / Soho Support Manager


This role is for you if you…

  • Love speaking to people via phone
  • Have proven success in a sales role or similar
  • Are passionate about providing first class customer service
  • Are an excellent problem solver
  • Thrive in a fast-paced team environment
  • Have experience of working in a customer facing role
  • Have excellent verbal and written communication skills in English
  • Are IT proficient with excellent knowledge of Microsoft Office
  • Are great with new systems
  • Are highly motivated, adaptable and have great attention to detail
  • Are resilient and happy to deal with complaints through to resolution
  • Enjoy working within a team in order to collaboratively find solutions
  • Are able to work flexible shift patterns including evenings, weekends and bank holidays
  • Are keen to learn more about Soho House in order to become an ambassador for the business


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 grow your career.

  • Discounts at Soho House globally, as well as Soho Home and Cowshed
  • Annual Soho Friends Membership
  • Enhanced Pension Scheme
  • Private Health and Dental Care
  • Cycle to Work Scheme/Season Ticket Loan
  • In conjunction with Soho Impact, take 3 days paid a year to support a charity of your choice.
  • Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate.
  • 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.

Membership Retention Coordinator - Soho Support

London, United Kingdom

Full-time, Indefinite

Start Date:As soon as possible

Latest start date: