Membership Manager

About Us:

Founded in London in 2015, 67 Pall Mall is a global private Members' Club for wine lovers. The Club is now expanding to Australia. With 10,000 Members worldwide and Clubs in London, Singapore, and Verbier, along with new locations opening in Beaune, Bordeaux, Shanghai, and Melbourne, the Club continues to grow its international presence.

Australia's vibrant wine and food culture makes it the ideal setting for this next chapter. Members will enjoy access to thousands of wines, a world-leading by-the-glass program, and hospitality spaces designed for connection and celebration.

As we build our team, we are seeking passionate professionals who share our commitment to excellence, warmth, and diversity. Whether your strength is wine, service, or guest experience, this is a rare opportunity to help shape the future of hospitality in Australia and beyond.

About the Role:

We are seeking a Membership Manager to join our team and play a pivotal role in driving membership acquisition, engagement, and retention. This role is responsible for the daily operations of the membership program, including administration, member communication, and relationship management. You will lead by example, deliver exceptional member experiences, and ensure our membership goals are consistently met.

What We Offer in Return:

• Comprehensive training and global mobility opportunities

• A commitment to wellbeing

• Comprehensive Benefits

• Exclusive access to a wide range of wines

• An opportunity to be part of a team setting new standards in the hospitality industry.

Key Responsibilities

Strategic Membership Growth & Engagement

Develop and execute strategic membership acquisition and engagement initiatives, working with Marketing, Events, and Operations.

Ensure members fully engage with and maximise their membership benefits through curated experiences and exclusive events.

Collaborate with internal teams to ensure membership services align with and enhance the overall club experience.

Relationship & Stakeholder Management

Build and maintain strong relationships with current and prospective members, ensuring they feel valued and engaged.

Act as a key point of contact for membership enquiries, feedback, and conflict resolution, ensuring a proactive and positive approach to challenging conversations.

Work closely with internal stakeholders, including senior leadership, to ensure membership objectives are met.

Membership Retention & Satisfaction

Develop proactive retention strategies and identify at-risk members before renewal deadlines.

Regularly gather and analyse member feedback, using insights to enhance the membership experience.

Ensure smooth membership administration, including application processing, renewals, and data management.

Operational & Team Leadership

Grow and develop the membership team closer to opening dates, ensuring high performance and service standards.

Manage and expand reciprocal club relationships, ensuring a seamless experience for members across international locations.

Provide weekly membership reports, tracking key trends and strategic insights.

Experience Required:

• 3+ years in a membership, guest relations, or customer experience role, preferably in hospitality or a private club environment

• Proven experience with membership/customer acquisition and retention strategies

• Experience managing CRM systems and reporting tools

Skills Required:

• Excellent interpersonal and communication skills
• Strong organisational, administrative, and analytical capabilities
• Ability to lead and develop junior staff
• Comfort with data-driven decision making and reporting
• Knowledge of guest-centric service and event support
• Wine knowledge highly regarded
• Experience in marketing or communications useful for this role

Characteristics Required:

• Passion for hospitality and delivering premium member or guest experiences

• Proactive, solutions-oriented mindset

• High attention to detail and professionalism

• A collaborative team player who thrives in a fast-paced environment

Equal Employment Opportunity (EEO) & Diversity and Inclusion:

67 Pall Mall is committed to creating a diverse and inclusive workplace. We encourage applications from all backgrounds and do not discriminate based on race, gender, age, disability, sexual orientation, or any other protected characteristic.

How to Apply:

Please include your resume and a cover letter outlining your relevant experience and why you're interested in joining the team at 67 Pall Mall. We look forward to hearing from you.

Please Note:

• No recruitment agencies, please.

• Only shortlisted candidates will be contacted.