Head of Membership

Head of Membership

Seven24 Collective | New York, NY

Seven24 Collective is seeking an experienced, dynamic, and relationship-driven Head of Membership to lead our membership experience, engagement, retention, and community strategy.

This is a senior leadership role for someone who understands that exceptional membership is about far more than access to a space or amenities—it is about creating a genuine sense of belonging, building meaningful relationships, anticipating member needs, and developing a community people are proud to be part of.

The Head of Membership will oversee the full member journey, from onboarding and integration into the community through ongoing engagement, relationship management, retention, and renewal. This leader will work closely with Membership Sales, Programming, Food & Beverage, Marketing, and Hotel Operations to ensure a seamless and highly personalized member experience.

Key Responsibilities

• Lead the overall Membership department and establish standards for exceptional, personalized member service.
• Own the member experience from initial onboarding through ongoing engagement, retention, renewal, and reactivation.
• Develop meaningful relationships with members and maintain a visible, approachable presence throughout the Club.
• Create a strong sense of community by connecting members with one another based on shared interests, industries, experiences, and opportunities.
• Develop and execute strategies to increase member engagement, satisfaction, participation, and retention.
• Identify members who may be disengaged or at risk of cancellation and develop proactive strategies to rebuild engagement.
• Oversee the new member onboarding process and ensure each new member receives a thoughtful and personalized introduction to the Club community.
• Partner closely with the Membership Sales team to ensure a seamless transition from prospective member to active member.
• Maintain awareness of the membership pipeline, new member arrivals, renewals, cancellations, and overall membership trends.
• Gather and analyze member feedback and translate insights into meaningful improvements to the member experience.
• Serve as a senior point of contact for sensitive or complex member concerns and ensure thoughtful, timely resolution.
• Lead, train, coach, schedule, and develop the Membership Concierge and Membership Host teams.
• Establish clear service standards, communication expectations, and accountability for the Membership team.
• Ensure accurate and meaningful member profiles, preferences, interests, and relationship notes are maintained in the appropriate systems.
• Partner with Programming to develop events, experiences, and activations that reflect the interests and needs of the membership community.
• Attend and actively participate in member events, dinners, activations, and community gatherings.
• Collaborate with Food & Beverage leadership to ensure member preferences, feedback, and service expectations are understood and addressed.
• Partner with Marketing and Communications on member communications, newsletters, announcements, event invitations, and engagement initiatives.
• Develop creative strategies to recognize birthdays, milestones, achievements, and other meaningful member moments.
• Identify opportunities for strategic introductions and connections between members.
• Monitor membership engagement data and provide regular reporting on retention, renewals, participation, feedback, and emerging trends.
• Develop departmental SOPs, service standards, training materials, and communication protocols.
• Manage the Membership department schedule to ensure appropriate coverage based on Club activity, member patterns, events, and business needs.
• Represent the Seven24 Collective brand and culture with professionalism, discretion, warmth, and authenticity.
• Maintain strict confidentiality regarding members, their guests, personal information, and Club activities.
• Perform other duties, responsibilities, and special projects as assigned by Management to support membership, business, and operational needs.

The Ideal Candidate

The ideal candidate is a natural connector and community builder who combines exceptional hospitality instincts with strong leadership and business acumen.

This individual should be comfortable building relationships with a diverse and accomplished membership community while remaining approachable, authentic, discreet, and service-oriented.

The successful candidate will have:

• Significant leadership experience in membership clubs, luxury hospitality, lifestyle brands, private clubs, high-end restaurants, concierge services, community management, or a related environment.
• Proven experience building and maintaining strong client or member relationships.
• Demonstrated success with member engagement, customer retention, loyalty, or relationship management.
• Strong leadership experience with the ability to coach, develop, and hold teams accountable.
• Exceptional interpersonal and communication skills.
• A natural ability to connect people and build community.
• Strong emotional intelligence and the ability to read situations and personalities effectively.
• Excellent judgment, professionalism, and discretion.
• Strong organizational and administrative skills.
• Ability to balance high-touch relationship management with operational discipline and attention to detail.
• Experience managing sensitive concerns and service recovery situations.
• Strong understanding of New York City culture, hospitality, dining, nightlife, arts, wellness, business, and community trends.
• Comfort working collaboratively across multiple departments and leadership teams.
• Ability to remain calm, polished, and solutions-oriented in a fast-paced environment.

Schedule Requirements

This is an in-person leadership position requiring flexibility based on member activity and business needs.

The Head of Membership must be available to work a flexible schedule that may include days, evenings, early mornings, weekends, holidays, member events, and special activations.

A visible presence during key member periods and important Club events is an essential component of this leadership role.

What Success Looks Like

Success in this role means that members feel known, valued, connected, and genuinely part of the Seven24 Collective community.

The Head of Membership will be expected to build a Membership department that is proactive rather than reactive, relationship-driven rather than transactional, and consistently focused on creating reasons for members to engage, participate, connect, and remain part of the community.

Seven24 Collective is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive workplace for all team members.

This job description describes the general nature and level of work performed in this position and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify responsibilities and assign additional duties based on business and operational needs.