Membership Manager

Your Mission, Should You Choose To Accept It:

As the Membership Manager, you will be responsible for creating a vibrant environment where members feel connected and inspired through relations activities, programming, key city events, partnerships, and PR. This role involves building and executing strategic partnerships that attract new members to TSH Belfiore and enhance the community experience.

You’ll lead a team of connectors, and together with them, you’ll create a dynamic calendar of events that resonate with our members’ interests. A strong, on-the-ground presence is essential, as you’ll engage directly with members and closely oversee day-to-day operations to ensure a positive experience. You are responsible for member retention, overseeing and managing the membership cancellation process to ensure a positive member experience.

Success in this role will be measured by membership growth, increased customer lifetime value, and higher referral rates. Additionally, enabling members to connect with each other will be key for your success.

In Case You Do Not Know Who, We Are:

Known for being the rule breakers in hospitality, TSH is a fun, creative and inspiring environment where everyone can work, stay, learn and play and most importantly – be themselves. As an employer we look, act and think like a hotel, but instead we offer a lot more. Think student accommodation, long and short stay options, gyms, talks, events, rooftop bar and eat & drink escapes as well as community and coworking spaces. Located in The Netherlands, Germany, Austria, Italy, France and Spain with several new openings on the way, this hybrid hospitality concept may take root in the heart of Europe, but our plans are set for going global.

What You'll Do:

• You’ll create a vibrant environment where members feel connected and inspired.
• You’ll foster a sense of belonging through engaging in member relations activities and programming.
• You’ll curate and execute events that resonate with members' interests from A to Z.
• You’ll develop and maintain a dynamic calendar of events in the fields of education, health & wellbeing, and food & drinks.
• You’ll serve as the go-to person for building strategic partnerships and collaborations that attract new members and enhance the community experience.
• You’ll lead and manage a team of Connectors responsible for event programming.
• You’ll guide the team to build strong relationships with members, driving retention and community satisfaction.
• You’ll collect and analyze ongoing feedback from members to improve members' experience.
• You’ll implement strategies to continuously enrich the community and drive member engagement.
• You’ll monitor member satisfaction and identify retention opportunities by addressing service gaps and providing personalized solutions to meet members' evolving needs.
• You’ll conduct regular proactive check-ins with members to gather feedback and improve overall experience, build relationships fostering loyalty and reducing churn.
• You'll develop strategies to re-engage members at risk of leaving and implement retention initiatives based on insights from member data and check-ins.
• You'll handle cancellation requests from members if they’re leaving us.

Who You Are:

• You have at least 4 years of experience in a similar role in a fast-paced environment.
• You have a strong network in your city & you're passionate about member experience.
• You have a keen eye for detail and stay updated on industry trends.
• You have solid experience in community engagement and event planning.
• You have experience with account management focusing on retention & referrals.
• You are a true problem-solver and are not afraid to make decisions in the moment.
• You deal with stressful situations in a stress-free manner.
• You’re a team player and work hard to inspire and guide your team members to excellence.
• You have exceptional English and Italian communication skills; all other languages very welcome
• You’re legally allowed to work in Italy.

What Do We Offer You?

• The opportunity to work at a dynamic, multi-national company based in one of Europe’s most exciting cities.
• We’re not just another hotel - we’re a game-changing innovator, challenging every convention and defining the future.
• The chance to learn and grow in your role with the potential for future growth.
• Awesome discounts on all our properties in Europe and not just for you, but also for your friends and family
• A wonderful workplace to call home - full of events, fun-loving colleagues, and of course all of the other amazing salary and benefit stuff.

Who you are, is how we want you to be. To us, hybrid hospitality goes across the board, from how we service our guests to how we represent ourselves. Here, everyone belongs, and we welcome people no matter their nationality, gender, age, sexual orientation, religion or culture. Your authenticity keeps our team diverse. Come as you are.