Location
London

Hours
Full Time

Salary
Negotiable

About the Role
We are looking for a proactive, commercially aware, and people-focused Membership & Community Executive to support the full member journey at Working From_ - from initial enquiry and tour through to onboarding, engagement, retention and offboarding. This role combines member experience, sales support, community engagement and membership administration, ensuring members receive an exceptional experience while supporting the wider Memberships team to achieve occupancy and revenue targets.

You will be a key point of contact for members, support tours and enquiries, manage day-to-day membership administration, and identify opportunities to improve engagement, retention and commercial performance.

Key Responsibilities:
Membership Administration: Manage member onboarding, offboarding, renewals and profile maintenance. Ensure membership records and data remain accurate and up to date. Coordinate membership communications and account administration. Act as a key point of contact for member queries and support.
Member Experience & Engagement: Deliver a high-quality member experience throughout the membership journey. Develop initiatives that increase member engagement and satisfaction. Gather feedback and identify opportunities for service improvement. Support events, activities and communications that strengthen participation and retention.
Sales & Commercial Support: Support the Head of Memberships with enquiries, tours and membership conversions. Manage follow-ups and help convert prospects into members. Develop a strong understanding of membership products, pricing and benefits. Identify opportunities to increase member value, retention and revenue. Work closely with the Head of Memberships to improve conversion and occupancy.
Community & Relationship Management: Build strong relationships with members and key stakeholders. Act as an advocate for member needs within the business. Support community initiatives that enhance member engagement and value. Work with other WF_ locations to maintain a consistent member experience.
Systems & Operations: Maintain a strong understanding of membership, finance, reporting and operational systems. Support membership reporting, trackers and administrative processes. Provide operational cover when required. Assist with system testing, process improvements and operational projects. Work closely with the Membership Systems Coordinator to maintain consistent processes and knowledge.
Leadership & Development: Lead member experience and engagement projects. Support the development of engagement strategies that contribute to retention and growth. Train and support colleagues on membership processes and standards. Take increasing ownership and responsibility as the role develops.

What’s in it for you?
Competitive salary, 28 days holiday (including bank holidays), pension, eligibility to take part in the company discretionary bonus scheme and life insurance. A health cash plan to claim money back and access support for physical and mental wellbeing. Confidential hotline and network of mental health first aiders. Retail and hospitality perks through partners. A free night at The Hoxton and a meal for two when you start. Meals provided during shifts. Excellent discounts across the Ennismore family for you and your nearest and dearest. Annual free night at The Hoxton and milestone rewards. Opportunities for progression and role flexibility within a global family of brands. Training academies and development programs. Extra time off to volunteer with partner charities. Regular team events and enhanced family leave. An annual diversity and inclusion calendar of events to learn, celebrate and make a positive impact.

Experience
Experience in sales, hospitality, coworking, membership, customer experience or account management. Commercially aware, with an understanding of sales, retention, occupancy and member value. Confident supporting enquiries, tours, follow-ups and membership conversions.

About you
Strong relationship-building and communication skills, with a genuine passion for hospitality and community. Highly organised, proactive and solutions-focused. Comfortable using CRM, membership and reporting systems. Collaborative and willing to support across sales, engagement and operations. Ambitious and keen to develop commercial and leadership skills within the Memberships team.

Qualifications
No specific qualifications required, but a commercial mindset and customer-focused approach are essential. Willingness to learn and grow within the role is highly valued.