Teams at Soho House & Co

Lead and manage high-profile member relationships and an Account Management team across Soho House. Own onboarding, billing accuracy, escalations, SLAs, SOPs and personalised member experiences. Collaborate cross-functionally with Events, Partnerships, Operations and Data to deliver service excellence, reporting, churn mitigation and performance improvements. Drive team training, quality monitoring and member retention for luxury, high-net-worth clients.

Lead conceptualisation and delivery of ~100 premium global events yearly, designing distinctive member experiences, managing logistics, budgets, cross-functional teams, vendor partnerships, H&S compliance, reporting, and continuous improvement to drive retention, engagement, and ROI.

Greet members and guests, manage high-volume phone and reservation queries, maintain reception and coat check areas, resolve guest issues in real time, assist with guest retrievals, train new hires on standards, and keep up-to-date knowledge of club facilities, events, and policies to ensure a polished, hospitable experience.