Senior Account Manager

About the role

The Role... The Senior Account Manager is responsible for the quality, consistency and depth of every member relationship across the Soho House portfolio. This is achieved both by managing a cohort of clients themselves, and also leading and coordinating a team of Account Managers with their own book of accounts. In your cohort will be the highest leverage and most complex member relationships which you will manage on a day-to-day basis. You will also be the escalation point for the Account Management team to solve problems, set and maintain the standard, and identify and communicate opportunities and trends across all accounts. You will be responsible for filtering and coordinating opportunities from across the business, and supporting the team in fulfilling specific daily requests and requirements from business units globally. Main Duties... Member Relationship Management Serve as the primary point of contact for the most senior, complex and sensitive Soho Houses members, building trusted, long-term and personal relationships. Ensuring there is a seamless transition from onboarding to ongoing account management. Own the full lifecycle of a member, from onboarding, curating their interaction with the business, advocating for each individual across the business and retention of all members. Lead the full onboarding journey for new members, including needs assessment, profile creation and service orientation. Assessing onboarding outcomes and refining processes accordingly to elevate the member journey from day one. Oversee invoicing, billing accuracy, and payment processing for all Soho House members. Coordinating with Finance Teams on reconciliations and reporting to ensure all payments are accurate and received on time. Establish service standards and communication protocols tailored to each member. Maintaining accurate member records, preferences, and service histories. Set the standard for how all Soho House members are engaged, communicated with, and retained, and support the team to maintain this standard Oversee the full member journey from onboarding to long-term relationship, ensuring every touchpoint is personalised, proactive and discretionary Anticipate the needs of members before they are expressed, working with the Events, Partnerships and Operational teams to curate personalised moments that feel unique and curated Proactively invite and coordinate member participation in bespoke Soho House events, experiences, and partnerships Address escalations or complex requests with speed, professionalism, and discretion, from start to resolution. Account Manager Team Leadership Lead and coordinate the team of Account Managers, providing structure, operational support and demonstrating the standard of service delivery, consistency and attention to detail. Implement service improvements by introducing clear SLAs and protocols and quality monitoring process to ensure consistent service delivery. Drive the quality of the experience by representing the membership to Houses and ensuring all services are delivered in accordance with operational protocol. Oversee workflow allocation, prioritisation, escalation handling, and support with complex request fulfilment to ensure a seamless experience at every touch point. Handle all high-level escalations calmly and decisively, and action the associated learnings to ensure they do not recur. Evaluate concierge team performance and implement service improvements or training initiatives where appropriate. Guide the team to be confident act without escalating everything upward, while knowing exactly when to bring the Lead in. Operational Standards & Cross-functional Collaboration Support the team by acting as the interface between the needs of the members and business operations including Events, Partnerships and Operational teams. Work closely with the Event Manager to manage event communications and to analyse efficacy of events and implement associated service improvements. Collaborate with Membership, Operations and Data teams globally to share member intelligence and deliver consistency across Houses Lead the internal Soho House Ambassadors program - building the network of House-level contacts who can deliver a personalised experience for Soho House members globally Own all SOPs followed by the Account Management team - keeping them relevant and monitor when training is required. Oversee the allocation of budget associated with service delivery. Develop and oversee SLAs to support the highest impact requests of members including bedroom and event allocation Reporting, Insight & Performance Work with the Data team to build and maintain a reporting framework covering member satisfaction, engagement, spend, response times and service quality Translate data into insight - presenting clear, actionable recommendations to senior leadership on what is working and what needs to change Track your cohort of clients on a weekly basis to pro

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