Membership Director - Miami

Job Purpose:    

The Membership Director, Miami is responsible for overseeing the development, acquisition and retention of Soho House members. This role drives membership growth, leads and manages the local Membership team, ensures a high standard of member experience, and significantly contributes to the overall success of the business. 

The Director will work closely with House, regional and global teams to meet quarterly and annual membership targets, build and nurture a vibrant member community, and ensure the membership experience reflects Soho House’s unique creative spirit. 

They will have a strong understanding of the market and its creative and cultural landscape, an extensive local network, and the ability to build meaningful relationships across the city. They will combine strong commercial and strategic thinking with a highly visible, hands-on approach to members and the market. 

Main Responsibilities 

Membership Recruitment & Retention 

• Deliver the full membership budget each year, in line with weekly revenue targets and quarterly and annual targets for both new application approvals and member retention. 
• Develop and deliver a comprehensive membership strategy with clear plans across acquisition and retention, monitoring performance and adjusting throughout the year as needed. 
• Develop strategies for key renewal groups. Manage and execute retention plan, both offsite and onsite to mitigate churn. 
• Make strategic decisions and adjustments to ensure membership targets are achieved or exceeded, identifying opportunities to accelerate growth or address areas of underperformance. 
• Drive membership growth by leveraging an extensive personal network within the creative industries while continuously developing new communities and pipelines for prospective members. 
• Ensure member outreach, approvals and the overall membership demographic reflect the House Identity Plan, with particular focus on demographics and creative communities that are reflective of the local market. 
• Maintain a detailed understanding of the membership base, including applications, approvals, conversion, renewals, leavers, engagement and retention. 
• Collect, analyze and act on retention metrics, member feedback and survey data to continuously improve member satisfaction and identify opportunities for growth. 
• Work closely with the Member Success team to develop and deliver retention actions, with particular focus on members at highest risk of leaving. 
• Maintain a strong understanding of the competitive landscape and ensure Soho House continues to attract and retain a relevant, high-quality creative membership. 

Team Leadership & Management 

• In close partnership with the Area General Manager, lead the Membership team, ensuring clear roles, responsibilities and accountability across the function. 
• Recruit, lead and inspire a high-performing Membership team that represents the profile and diversity of the membership community. 
• Set clear performance goals and provide regular feedback, mentorship and direction to ensure the team delivers membership targets, high-quality members and an exceptional member experience. 
• Establish clear working rhythms across outreach, applications, Committee, introductions, member engagement, retention and renewals. 
• Ensure the team maintains a strong presence within the House and develops meaningful relationships with members and prospective members. 
• Foster a collaborative, inclusive and results-driven team culture. 
• Identify development opportunities within the team and support succession and career progression. 

Committee Development & Oversight 

• Build, grow and manage the Membership Committee, ensuring it is balanced across age, ethnicity, gender, industry, experience and community representation and reflects the House Identity Plan. 
• Develop strong individual relationships with Committee members and ensure they understand their role in identifying, proposing and engaging prospective members. 
• Motivate and engage Committee members to actively participate in the membership process and deliver against Committee proposal targets. 
• Ensure the Committee remains connected to the evolving creative and cultural landscape and continuously introduces new communities and perspectives to the House. 
• Use tracking metrics to regularly review the composition, engagement and effectiveness of the Committee, making changes where required to maintain strong performance. 
• Lead Committee meetings and maintain a consistent cadence of engagement with Committee members outside of formal meetings. 

Membership Quality Control 

• Oversee the membership application and approval process to ensure all approved members meet Soho House’s standards of quality and creativity. 
• Maintain a consistent and high calibre of membership, ensuring the community reflects the identity, values and creative spirit of Soho House. 
• Maintain oversight of membership quality across new applications, renewals and the existing member base. 
• Ensure the application pipeline is being actively managed and that prospective members are appropriately engaged ahead of approval. 
• Regularly review the composition of the membership base and identify areas where additional outreach or greater representation is needed. 
• Partner with regional Membership leadership on complex membership decisions or where additional review is required. 

Member Introductions & Membership Journey 

• Ensure all new members receive a high-quality introduction to the House, its community, values, rules and membership experience. 
• Regularly host member introductions to set the standard for the Membership team and personally engage with new members. 
• Ensure introduction attendance and follow-up are consistently monitored and managed by the team. 
• Work cross-functionally to develop engagement strategies for members during their first year, with particular focus on improving Year 1 retention. 
• Ensure a seamless member journey from application and approval through onboarding, engagement, renewal and ongoing membership. 
• Identify opportunities to improve the member journey based on feedback, engagement and retention data. 

Outreach & Member Engagement 

• Develop and lead a proactive outreach strategy, building a strong and consistent pipeline of prospective members aligned with the House identity and membership targets. 
• Actively engage across the creative and cultural landscape, building meaningful relationships with established and emerging talent, cultural leaders, community connectors and prospective members. 
• Maintain an extensive and evolving network across art, music, fashion, film, design, media, technology, food, hospitality and other relevant creative industries. 
• Identify new communities, industries and networks where Soho House should have greater representation and develop targeted outreach plans to engage them.