Retentions Manager, The Ivy - London. Posted 7 Feb
Posted 10 days 1 hour ago by clubrugby
The Ivy Private Members' Club is an exclusive, members-only venue in the heart of London, offering a luxurious escape for those who appreciate sophistication. Inspired by the iconic Ivy restaurant, it combines elegance with top-tier service, featuring private dining, a stylish bar, and curated events.
As Retention Manager, you will foster strong relationships with our members, ensure high retention rates, and enhance member satisfaction. You will act as the primary point of contact for existing members, developing personalized engagement strategies to reinforce loyalty and maximize the value of membership.
Key Responsibilities Member Engagement & Relationship Management- Build and maintain strong relationships with members, understanding their preferences and expectations.
- Act as a dedicated point of contact for key members, ensuring their needs are met with exceptional service.
- Develop personalized engagement plans to enhance the member experience.
- Regularly gather feedback to identify opportunities for improving member satisfaction.
- Lead the membership renewal process, proactively engaging with members ahead of expiration.
- Identify and address potential reasons for membership attrition, implementing targeted retention initiatives.
- Analyze membership data to track engagement trends and forecast retention risks.
- Collaborate with internal teams (management & events) to curate exclusive experiences that drive loyalty.
- Work closely with the events team to create bespoke member experiences that foster a strong sense of community.
- Facilitate introductions and connections between members to enhance their engagement with the club.
- Attend key events to ensure members feel valued and supported.
- Develop and execute communication strategies to keep members informed and engaged.
- Oversee personalized touchpoints, including welcome experiences, milestone recognitions, and exclusive offers.
- Regularly conduct member satisfaction surveys and present insights to senior management.
- Proven experience in luxury hospitality, private members' clubs, or high-end service industries.
- Strong background in customer relationship management, retention, or VIP client services.
- Excellent interpersonal skills, with the ability to build trust and rapport with high-profile individuals.
- A proactive, problem-solving approach to enhancing member satisfaction.
- Experience in data analysis and CRM tools to track retention metrics.
- Impeccable attention to detail and a passion for delivering best-in-class service.
- A deep understanding of luxury lifestyle, hospitality trends, and premium service expectations.
- Competitive industry pay
- A Management Career Development Program, including online and practical assessments.
- Extra holiday allowance for length of service, up to 5 extra days after 5 years.
- 50% staff discount for you and up to 3 friends when dining in our restaurants.
- Celebrate career anniversaries with a gift voucher to dine in our restaurants.
- You can take your birthday as a day off - guaranteed!
- Access to discounts on 100s of retailers, health, entertainment, travel, and more.
The Ivy Collection is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
About us: Our shared CARING values help create an environment where we are happy, engaged, and care for ourselves, our colleagues, our guests, and celebrate our individualities and differences.