Return to jobs
.
Overview
Salary
No salary declared 😔
Location
Expires
The Membership Manager sits at the centre of the space, responsible for creating an environment where members choose to stay. Everything in this role connects back to retention, building strong relationships, maintaining high standards, and ensuring the experience consistently feels worth it.
You are visible, hands-on, and close to your members. You understand their businesses, their needs, and when something is not quite right, often before they say it out loud.
This role blends people leadership, community building, and operational ownership. You lead your team, hold the standard of the space, and ensure that every part of the experience reflects what Work.Life stands for.
What You’ll Be Responsible For
Member Retention and Relationships
Build strong, personal relationships with members, understanding their businesses, needs, and plans
Stay ahead of risk by identifying early signs of dissatisfaction or change and acting proactively
Lead renewal conversations with confidence, ensuring they are timely, informed, and well managed
Identify opportunities for growth such as expansions, additional services, and increased usage
Handle day-to-day queries and challenges with care, ensuring issues are followed through to resolution
Maintain accurate data across systems to support visibility, planning, and decision-making
Team Leadership and Development
Lead and develop your Assistant Membership Manager, providing clear feedback, support, and growth opportunities
Set clear expectations for what “good” looks like and ensure your team feels confident delivering it
Support onboarding and training of new team members, addressing gaps early
Manage team changes carefully, ensuring smooth handovers and continuity for members
Build a positive, inclusive team culture and contribute to wider business initiatives
Community and Engagement
Create a community that feels welcoming, respectful, and connected
Deliver events and moments that encourage engagement and bring members together
Build meaningful connections between members, supporting collaboration and shared value
Monitor and respond to member feedback, using insights to improve experience and reduce risk
Ensure members are actively experiencing the value of the wider Work.Life network
Space Standards and Operations
Maintain a consistently high standard across the space, ensuring it is clean, organised, and ready at all times
Carry out regular checks and stay close to detail, resolving issues before they impact members
Manage key operational areas such as meeting rooms, onboarding, and day-to-day coordination
Oversee relationships with contractors and stakeholders supporting the space
Ensure all operational processes, including health and safety, are followed consistently
Commercial Awareness and Performance
Take ownership of retention performance, ensuring renewal targets are met through strong relationships and proactive management
Manage revenue opportunities within the space, including meeting rooms and ancillary services
Maintain control of costs and operate within budget
Use data and insight to support planning, reporting, and business reviews
Your Skills
Relationship Management: You have experience building and maintaining strong relationships, understanding customer needs, and managing conversations that impact retention.
Leadership: You are confident leading and developing others, setting clear expectations and supporting performance over time.
Operational Awareness: You understand how to run a space or service environment, balancing people experience with practical delivery.
Commercial Thinking: You are comfortable managing targets, spotting opportunities, and understanding the link between experience and revenue.
Organisation and Ownership: You stay on top of multiple priorities, follow things through properly, and maintain high standards without needing close oversight.
Who This Role Is For
This role suits someone who enjoys being at the centre of a space, balancing people, operations, and performance. You are naturally proactive, detail-oriented, and motivated by creating an environment where things run smoothly and people feel looked after.
You take pride in building relationships, leading a team, and seeing the direct impact of your work on retention and overall performance.
Who This Role May Not Be For
This role may feel less suited to someone who prefers a purely operational or purely strategic position, as it requires both hands-on involvement and ownership of outcomes.
It may also not be the right fit if you are less comfortable managing people, handling challenging conversations, or being consistently visible within a fast-moving environment.
