Membership Engagement Manager - Working From_

We are looking for a Membership Engagement Manager at Working From_.

We have always done coworking...Since 2006 The Hoxton has been home to laptop savvy workers making use of super-fast Wi-Fi and comfy sofas as they hustle away in a place that feels like home. So, it feels only natural for us to take our love for great experiences and create a space that offers everything you need to do your (other) day job or take over the world, in our stylish and comfortable surroundings.

Working From opened its doors in Feb 2020…. There’s something for everyone. Think hot-desking, open studios, dedicated offices, events & wellness spaces, a member café & bar and a stimulating events programme – all with stunning views over the Thames. 

As a Membership Engagement Manager, you will ensure the member has everything they need for success and concentrate heavily on making sure the member is a committed and fully engaged in the space. This role is all about sending the elevator back down!

• Handling any member enquiries or concerns relating to membership, ensuring immediate response with a solution and follow up.
• Delivering heartfelt service through your day-to-day responsibilities and to play a big part of delivering a culture of service excellence at Working From_.
• Welcoming new members to the space delivering a thorough and in-depth induction setting them up with everything they need.
• Craft and deliver any communications that need to be delivered to the membership base.
• Conduct frequent floor walks to check in on all members within the space.
• Manage and oversee NPS surveys and results feeding back to the rest of the management team actions needed.
• Hold frequent 1-1 coffee catch ups with our members.
• Work closely with the Head of Sales and Membership Coordinator tracking all relevant data and reporting.
• Coordinate all move in’s, swaps and move outs both for the members and the internal team.
• Manage the membership property management system keeping all relevant and accurate information within member profiles.
• Work with brand and the Director of Co-Working building relationships with brand partners to curate an engaging, interactive, and knowledgeable events calendar for our members.
• Lead and attend all member events held in the space from organising and ordering to setting up and running, as well as the creating and upkeep of all collateral on our members portal and around the space.
• Communicate to the relevant HOD’s with any member feedback trends you have identified to ensure continual improvements.
• Maintaining accurate & secure records with the correct processing of all membership details such as new member set up, detail changes, discounts, refunds, renewals, transfers, cancellations, freeze requests etc.
• To deliver service recovery where necessary and to positively influence retention levels by proactively engaging with members about their usage levels.

• The ability to work alone and have a deep understanding of administration and processing with a keen eye for detail.
• You like helping people. You get a kick out of getting people to those aha! Moments.
• You are patient, level-headed, and cool under pressure. Helping someone makes you feel warm and all fuzzy inside
• You pay attention to the details. As far as you’re concerned anything worth doing is worth doing right, every single time.
• You stay focused, and nothing falls through the cracks on your watch.
• You think on your feet. You like learning new things, and you can learn quickly. When things change, you know how to roll with the punches.
• You communicate clearly. Your write well. You speak eloquently. You can explain just about anything to anyone, and you’re comfortable communicating in writing and on the phone.
• An expert in administration and payment collection with an out-going sociable personality.
• Experience working with CRM systems and maintaining them.

What’s in it for you…

• Competitive salary + participation in the TRONC scheme
• 28 days holidays (inclusive of bank holidays), pension, and life insurance.
• A health cash plan to claim money back and get access to lots of ways to support your physical & mental wellbeing
• It’s ok not to be Ok, we have a confidential hotline for any support you require about anything and a network of mental health first aiders
• Treat yourself once in a while with lots of retail & hospitality perks through our partners
• Enjoy a free night at The Hoxton and a meal for two when you first start with us
• Goes without saying, but we’ll feed you during your shift
• Excellent discounts across the Ennismore family for you and your nearest and dearest (even if you decide to leave us!)
• Free night at The Hoxton every year and something a little extra £££ when you hit the big milestones!
• Lots of opportunity to progress and switch it up as part of a global family of brands
• Training to get you settled into your role, learning academies to broaden your skillset and development that helps you think, make and thrive at work
• Extra time off to volunteer with one of our partner charities
• Regular team get togethers, from our team drinks to our (pretty special!) bi-annual parties – we know how to have a good time!
• Enhanced family leave for when you’re expanding your family
• An annual diversity and inclusion calendar of events creating opportunities for you to learn, celebrate and make a positive impact.