Membership Operations Manager

We're looking for an organised, connected and proactive Membership Operations Manager, responsible for the day-to-day delivery of the Members Club, ensuring members are onboarded properly and experience an exceptional level of hospitality whenever using the hotel or membership facilities.

This role manages the systems, administration, financial controls and operational processes that support membership revenue and ensure the program runs seamlessly, accurately and consistently. The Membership Operations Manager oversees the full membership lifecycle from application and onboarding through to payments, renewals, access and member administration, while providing reliable reporting and operational support to the Director of Membership.

What we're looking for:

• Minimum of 3–5 years’ relevant experience in membership operations, private clubs, luxury hospitality, subscription businesses or a comparable membership-based environment.

• Strong working knowledge of CRM platforms, payment systems, member databases and operational reporting; experience with PeopleVine or similar membership platform is advantageous.

• Strong financial acumen with experience in revenue reconciliation, budgeting, forecasting and performance reporting.

• High level of accuracy, organisation and attention to detail, with the ability to manage multiple deadlines in a fast-paced pre-opening and operational environment.

• Sound understanding of data protection, confidentiality and compliance requirements relating to member information and payment processes.

• Excellent communication and stakeholder-management skills, with the ability to work effectively across hotel operations, Finance, IT and Brand teams.

• Commitment to delivering discreet, personalised and exceptional service to all members while protecting the experience of resident hotel guests.

What's in it for you?

• The opportunity to launch Delano London and help shape the Membership experience from day one, with real influence over the culture and service style.
• Join an innovative, fast-growing, international group that's committed to not just building new hotels but building a global brand, offering plenty of opportunity for learning & development
• A health cash plan to claim money back and get access to lots of ways to support your physical & mental wellbeing
• Excellent discounts off hotels across the world within both the Ennismore and Accor portfolios
• Referral bonus for successful new team member recommendations
• Monthly team recognition, regular team events and biannual team parties