Member Engagement Manager

Member Engagement Manager for a B Corp Certified business – London based

DiSRUPT Agency are partnering with a luxury brand offering stunning commercial spaces for companies to work and enjoy themselves, they host company events, networking opportunities and a high-end location to socialise and work remotely.

In this role you will be required to input into and execute the strategy for member journey and engagement in line with company values and impact model and to then train the Community Teams to ensure it is consistently delivered.

The mission is to encourage greater impact from our community by uniting, inspiring and amplifying our members and supporting them with relevant tools and resources.

We are open to different experience levels and therefore the salary is negotiable. 

You will deliver this by (roles/responsibilities):

Community

• Input into and responsible for execution of the Member Engagement strategy.
• Creating relationships with all members and in particular distinguishing how we can
• Unite, Inspire and Amplify different types of members in different sites
• Responsible for member experience in line with the impact model focussing on:

Unite

• Member Engagement Programme
• Blueprint of fun events, collaborations and content for all sites
• Oversight of execution of the Blueprint for each Site in conjunction with site teams
• The Blueprint will need to be adjusted for each site where necessary (e.g., Members Club Spaces)
• Ensuring that there is regular communication to members of the content monthly
• Ensuring the Site teams are advertising that month’s Member Engagement Programme
• Strategy for how site teams can engage members with each other and create (and measure) meaningful connections

Inspire

• Inspiring members to create greater impact and learn through Member
• Clinics, Wellbeing Initiatives, Impactful Events, and collaboration (other members)

Amplify

• Use social media and internal communication tools to amplify Member Impact.
• Create a platform for other impact-based entrepreneurs and businesses to be inspired, learn and connect via the Amplification Studio and Social Media Engagement

Operations

• Train the Community Teams to deliver the best possible experience to all members, potential members and visitors.
• Oversee improvements to the Member Journey for all members of Club Spaces and Flexible Workspaces including:
• Collateral and communication protocols to new members before they join
• Member arrival collateral and communication on day one
• Meet and Greet processes in Club Spaces (from main Reception) including allocation of member digital passes, the “welcome”, the journey through the Club Spaces to make sure other areas of the Club Space are aware of the Member and their names
• The strategy, process, technology and documentation required for sales to new members of Club Spaces and Flexible Workspaces
• Ongoing communications to members
• Provision of interesting and inspiring content
• Ensure that the site teams understand the vision and values and can translate this into a consistent and inspiring member experience
• Train new site-team members on the member-engagement process (including F&B teams)
• Collaborate with the site-teams on an ongoing basis to ensure they have the tools and resources they need to execute the Member Engagement strategy
• Work with the ROMs to execute the NPS twice per year

Ideally, you will have:

• Demonstrable experience of having worked in the co working sector in a similar target-driven sales role
• Proven track record of conversion of private office sales
• Proven leadership experience/skills to lead and motivate a team
• Hospitality experience in promoting content through partnerships and collaborations

Knowledge and Skills:

• Knowledge of high-end hospitality and creation of content to inspire third parties.
• Skills in creating and nurturing partnerships and in creating high quality collateral and communication materials.
• Excellent interpersonal skills and ability to communicate effectively with customers, clients, and staff at all levels.
• Fluent written and spoken English Strong commercial acumen with ability to compile reports.
• High level of organisational skills with the ability to deal with conflicting priorities in a fast-paced role/environment.
• Strong customer member care ethic and ability to build relationships at all levels

Personal Qualities:

• A passion for better business, and the ability to identify companies that are Purpose Driven and driving business as a force for good.
• Self-motivated free thinker, with ability to work on own initiative
• Entrepreneurial, high energy self- starter, with ambition and a ‘can do’ attitude
• Hands-on person who can hit the ground running and can react quickly
• Flexible approach with the ability to work well under pressure
• Team player