Director of Membership

Business Support

Wentworth Club is one of the world’s finest private members Golf and Country Clubs, famous for its outstanding three Championship golf courses, in addition to a luxury Tennis & Health Club. The Club is surrounded and entwined within the Wentworth Estate, one of the most prestigious private estates in the London suburbs where many of the world’s premier golfers have their home.

As the Director of Membership at a private exclusive Members’ Club, you will be responsible for driving strategic growth, retention and engagement of the Member base. Working in partnership with the Executive Team. Primary responsibilities will be to act as the Club key point of contact fostering all Member relations at the Club curating and enhancing the Membership experience. Leading and managing the Membership Team to prospect and convert leads. Primary point of contact to the Membership building relationships and being instrumental in driving Membership initiatives. To champion system/process to ensure new Member’s develop relationships, experience a personalised service, cultivate Member recognition, and participate in a variety of Club offerings.

Key Areas of Activity

Strategy & Growth

• Develop and execute comprehensive Membership strategies.
• Maximises Member satisfaction, experience, and retention opportunities through collaboration with key stakeholders, promoting expected levels of agreed quality of products and services.
• Proactively leads and motivates the Membership team in all activities, driving Member retention activities.
• Designs sales programs that identify, target, and meet business needs.
• Generates sales plans to penetrate target markets, leading to opportunities to meet potential member and build successful relationships that lead to membership sales.
• Leads on the coordination and roll out of calendar campaigns that underpin sales and membership objectives.
• Debenture Membership – managing the relationship with the Member to provide a high-quality level of Member service

Member Experience & Retention

 

• Oversee the onboarding process, ensure high levels of service from application to first day.
• Accountable for new Member Welcome and orientation creating a memorable experience.
• Leads on ensuring new Members are effectively integrated into the Club,
• Measure and track the success and overall performance of all Membership activities. Grow attendance at events, follow up with attendees to see how Member events can be improved.
• Develop and ensure the execution of relevant and engaging Member events/experiences specific to Wentworth Club.

Relationship Management

• Build and maintain relationships with key influencers, potential partners and the existing community.
• Building and maintaining positive relationships with Members, understand their needs and goals and plan how the Club can help meet these expectations.
• Acts as a liaison between Club Management and Members. Listens to feedback, suggestions, recommendations and reports to management with proactive recommendations.
• Responsible for all correspondence to Members regarding rules infractions and suspensions.
• In conjunction with the Club Manager conducts Member Conduct meetings and keeps records.

Database & Analysis

• Ensures excellent account management within the team, building and encouraging renewal and continued Membership.
• Actualises agreed budgeted revenues in Membership sales.
• Maintain secure and accurate individual files for each Club Member. Ensuring all legal Membership documents are completed accurately and forwarded to the Club’s Legal Counsel in a timely manner.
• Report new Members to the Finance Director and Membership Administration to initiate proper administration of their Membership.
• Work closely with Finance to ensure Member processes are completed in a timely manner i.e. renewals/debt collection.
• Maintaining a close working relationship with Membership Administration, ensuring member data is captured and the most personal of service is realised.
• Oversee the maintenance of the Club’s Member Database (Jonas).
• Renewal Timetable and associated meetings/planning

Leadership & Management

• Daily workload allocation. Manage the day-to- day administrative aspects of the membership team.
• Providing solutions to Membership queries
• Provide guidance, training and mentorship to the team.
• Executes additional ad-hoc tasks to meet the business objectives of the department as directed by the Club Manager and/or Club Directors.

Key Knowledge, Skills & Experience

• Strong demonstratable leadership skills.
• Minimum of five years in Membership development, or, professional services within a luxury hospitality or lifestyle sector.
• Skilled at leading and managing team members, motivating outcomes and working well with other departments.
• Sales experience with HNWI, ideally within the luxury/hospitality industry
• Proven track record in sales and ability to demonstrate experience of working to sales and revenue targets.
• Strong rapport building and relationship management skills with exceptional ability to develop and maintain professional relationships with potential and existing Members.
• Exceptional ability to effectively manage Member queries and complaints to timely resolution.
• Strong working knowledge of managing databases.
• Sophisticated understanding of Microsoft Office, Word, PowerPoint, Excel with ability to adapt data and information to different audience needs.
• Exceptional written and verbal presentation and influencing skills.
• Creating and hosting events for the UHNW sophisticated clients.
• Skilled at leading, developing and implementing systems and standing operating procedures.

Key Personal Attributes

• Able to communicate effectively with all stakeholders across the Club.
• Ability to work independently and use initiative
• Demonstrate great teamwork
• Flexible and adaptable to the changing demands of the business.
• Attention to detail and the ability to spot and correct errors
• Encourages others to communicate effectively and efficiently at a level that is understood by all thus developing a culture of participation and involvement.
• Creates a network of contacts across various disciplines that provide advice on what resources are available both within and outside the Club.
• Provides optimum levels of leadership, encouragement, training and support in order to help others achieve their agreed results, targets budgets.

As an equal opportunities' employer, Wentworth Club is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Wentworth Club.

BENEFITS:

• Company pension scheme with Standard Life.
• Enhanced company sick pay, maternity, and paternity leave.
• Employee meals provided.
• Corporate gym and spa membership (off-site).
• Birthday leave: one day paid time off.
• Our exclusive Employee Engagement platform offers discounts at over 800 retailers, a well-being centre and much more.
• Comprehensive online courses and apprenticeships available.
• Healthcare Cash Plan.
• Reward & recognition schemes.
• Cycle to Work Scheme.
• Long service awards.
• Company social and sporting events.