Member Success Manager

Who are we?

Maison Estelle is a private members' club set in a Grade I-listed Georgian townhouse on Grafton Street, Mayfair. A 'hosted home', bringing people together that have plenty to say and nothing to prove. A new school club (no rules), with old school values of personalised service and discretion.

We are seeking a confident and relationship-driven Member Success Manager to lead member retention and engagement, building strong connections and delivering exceptional, personalised experiences.

Personal Profile

• 2-3 years' experience in membership, customer success, account management, or a concierge-style role.
• Confident building relationships with high-profile individuals in a face-to-face environment.
• Strong communicator with the ability to influence, negotiate, and handle sensitive conversations.
• Comfortable in fast-paced, high-volume environments and able to adapt to the unexpected.
• Highly presentable, personable, and genuinely passionate about delivering exceptional service.

What You Will Do

• Driving member retention by building strong, personal relationships and delivering exceptional experiences.
• Leading proactive outreach to at-risk members, confidently handling "save" conversations and finding tailored solutions.
• Acting as a visible, front-facing presence within the club-meeting members regularly and becoming a trusted point of contact.
• Designing and delivering targeted retention initiatives in partnership with senior leadership.
• Using member insights, feedback, and data to identify trends and continuously improve engagement.
• Supporting high-value member onboarding and collaborating with internal teams to ensure a seamless experience.

What's in it for you?

At Estelle, we prioritise your well being and growth, offering a range of perks to enrich your experience. Enjoy exclusive staff rates and biannual socials. Nurture your well being with stocked colleague spaces and staff food. Engage in forums shaping The Estelle Way. Join us for a fulfilling journey where you are valued, supported, and celebrated.

Here at Estelle, we want to create a unified culture and sense of belonging across both Estelle Manor and Maison Estelle. We have a range of perks and benefits at your fingertips:

• Biannual company socials plus smaller social and sports groups.
• Exclusive staff rates and F&B discounts across Ennismore brand.
• Birthday day off
• Goes without saying, but we will feed you during your shift.
• Added protection of our pension, health cash plan and life assurance schemes.
• 28 days holiday, inclusive of bank holidays, which increases with length of service.
• Recommend-a-friend bonus scheme.