Head of Membership

The Head of Membership, Mumbai is responsible for the development, acquisition, management and retention of members in Soho House Mumbai, whilst also overseeing and delivering the members events program along with the Member Events team.

Working closely with the GM and Regional Director, through an extensive network across Mumbai, and with a key ability to develop relations, this role ensures that the membership Committee are of the highest standard and targets are always met with quality new members.

An active social individual in the city, this person will be able to develop key relationships at businesses or with individuals, attracting new members into the Houses by hosting lunches, dinners and other outreach activity and events to ensure SH is the leading members club.

The role requires a combination of strategic thinking, community engagement, and hands-on member management, with a minimum of two nights spent in-house each week attending or hosting key events to drive membership acquisition.

The Head of Membership will lead a small team and work closely with the Membership Managers to oversee member behaviour, introductions, and retention.

1. Membership Acquisition & Development

• Own the full membership lifecycle: acquisition, onboarding, management, and retention of all members.
• Drive the quality of membership applications, ensuring that the House maintains a strong, vibrant, and diverse membership base aligned with the House Identity Plan.
• Personally review membership applications, leading the approval process in collaboration with the Membership Committee and Membership Directors.
• Create, host and attend events within the House (minimum two nights a week), fostering strong relationships with existing members and engaging prospective members to attract high-quality applications, plus monitoring member quality and profile in the House ensuring it best suits the House Identity.
• Understand and deliver the membership headcount (approvals and leavers) and revenue targets and ensure these are met or exceeded through active management and outreach efforts.

1. Membership Retention & Member Experience

• Oversee the handling of member behaviour issues at the House, acting as a liaison between the member and Membership Behaviour Committee in case of any member disputes or behavioural concerns, ensuring proper documentation and resolution.
• Ensure personalised engagement with members who might be at risk of leaving, ensuring they feel valued and supported through regular touchpoints and interactions.
• Lead efforts to minimise churn, proactively identifying at-risk members in partnership with the MST team and addressing issues to ensure long-term retention.
• Build and deliver a range of member events at the House built off the strategy of the House Identity Plan, enhancing current local member satisfaction and attendance and attract high-quality applicants through members guests.

1. Membership Committee Management

• Ensure the Membership Committee operates at the highest standard, regularly meeting with them in between meetings to ensure they feel valued and engaged. At Committee Meetings, ensure they propose new applicants, review recent applications, and take an active interest in strategic priorities for the House including feedback.
• Develop and implement innovative ideas to keep the Committee engaged, rewarded, and incentivised, ensuring they consistently contribute to the success of the House.
• Provide leadership and clear direction to ensure the Committee is aligned with the House's goals and values.

1. Local Outreach & Strategic Partnerships

• Create and execute a robust outreach program that positions Soho House as an integral part of the local community, ensuring representation at key external events and moments in the city.
• Build strategic relationships with local businesses, credible influencers, and cultural institutions to identify gaps in the membership and proactively pursue acquisition opportunities.
• Act as an ambassador for Soho House, cultivating strong relationships outside the House to enhance our reputation and expand the potential membership.

1. Team Management & Collaboration

• Foster a collaborative, dynamic team culture in partnership with the GM/Ops team, plus Member Relations and the Events team, focused on delivering exceptional member experiences and meeting targets.

1. Reporting & KPI Tracking

• Track membership data and KPIs, including application submission rates, retention rates, churn, and revenue generation. Understand these metrics so you can provide insights and recommendations for improvement.
• Maintain an active knowledge of industry trends, competitor offerings, and local market developments to inform membership strategy and decision-making.

Measures of Success:

• Membership acquisition and retention rates, through high quality creative members
• High quality and high performing Committee at their House
• Close alignment with the GM on all membership activity
• Revenue generated from new and existing members
• Full attendance for new member introductions