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Member Success Coordinator - Soho Support


Department: Soho Customer Support

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Member Success Coordinator - Soho Support

Department: Soho Customer Support


The Role…

This is an exciting time to be joining a new part of the Soho House Membership Team, with house openings across the UK, Europe and The Americas. The Member Success Coordinator will report into the Member Success Manager and will be an integral part of improving member experience from end to end, focusing on engagement and retention. They will be responsible for delivering first class service to our members, whilst adhering to departmental SLA’s. This role has great growth potential for the right candidate and would suit someone passionate about delivering a great customer experience in a commercial environment.

Main Duties…

  • Responsible for contributing to global retention targets and maximizing commercial objectives relating to engagement, revenue and member experience.
  • Support with reporting on global retention metrics, identifying key trends and providing insights on data.
  • Add value to every interaction with members, deliver creative wow moments and unforgettable member experiences.
  • Proactively handle escalations and complaints with care and sensitivity, recovering situations with member retention as core focus.
  • Be an expert in membership processes, including payments, adjustments, transfers, ensuring all requests are handled accurately and as per company/legal guidelines.
  • Support with recruitment, onboarding and training of new team members.
  • Contribute to the wider success and development of the team, highlight opportunities for process improvement and provide innovative corresponding solutions.
  • Develop strong relationship with local membership teams, and work collaboratively with them to provide exceptional end to end member experience.
  • Project manage your own workflow, balance competing interests of different tasks and deadlines.
  • Work with Member Success Manager to implement retention strategies and other ad hoc projects

Key Relationships…

  • Member Success team
  • Soho Support Team
  • Local membership team
  • Soho House Membership


What We Are Looking For…

  • At least three years of customer facing experience, preferably in high-end sales or hospitality environment.
  • Experience managing stakeholders, and working in a fast-paced, target driven environment.
  • Experience handling complaints and complex customer situations over the phone, as well as via email
  • Fluency in English, written and verbal. Additional languages (such as Spanish, German, Italian) beneficial.
  • Have a genuine passion for delivering consistently exceptional customer service.
  • Be a creative and forward-thinking problem solver, prioritising member experience alongside wider business interests.
  • Excellent written and verbal communication skills, able to articulate accurately and efficiently with warmth and professionalism.
  • Fastidious and detailed approach to tasks, diligent and tenacious when handling complex cases and escalations.
  • Adaptable and pragmatic, motivated by a changeable and fast paced commercial environment.
  • Collaborative, eager to contribute to a growing team, share knowledge and support with training and development.


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.

  • Weekly Pay
  • Soho Friends Membership (Every House Membership applicable after 1 year’ service)
  • Free lunch at Store X Café in 180 Strand Mondays & Fridays
  • 50% off Food & Drink, 7 days a week
  • Staff Room Rate; Any Bedroom, Any House, $100 a night
  • Private Health and Dental Care
  • Life Assurance
  • Birthday Day Off
  • Up to 50% Staff Discount on Cowshed & Soho Home
  • Dog Policy
  • Season Ticket Loan
  • Christmas Office Closure
  • In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice.
  • Free Counselling Sessions
  • Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate.
  • Continuous training to develop yourself personally and professionally
  • Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much more
  • 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.