Head of Membership

At Mandala Club, the Head of Membership will lead the efforts to grow, curate, and engage a vibrant, diverse, and exclusive community. This role involves spearheading activities, processes, and initiatives to attract, retain, and communicate with our members through digital and traditional platforms. The Head of Membership will lead a dedicated team, fostering a culture centered around community engagement and excellence. They will seek out, engage, and convert dynamic individuals from various industries, ensuring the community remains vibrant and diverse. Key responsibilities include overseeing day-to-day operations, monitoring new member applications and key metrics, providing detailed progress reports on prospects, and achieving targets for member growth and membership fee revenues. This individual will leverage CAM systems to gain deeper insights into member behaviour, regularly report data sets to C-suite executives with user-friendly dashboards, and continuously gather feedback to improve club developments and service levels. By collaborating with other departments, the Head of Membership will ensure all efforts are aligned with Mandala Club’s goals and brand standards, ultimately enhancing the member experience and fostering a high-quality, engaged community.

KEY OBJECTIVES & DELIVERABLES

MAIN RESPONSIBILITIESGrowing the Membership:

• Acquisition Campaigns: Design and execute targeted campaigns to attract new members.

• Corporate and Group Memberships: Collaborate with the Head of Corporate Partnerships to develop and market bespoke packages tailored for corporate clients and groups.

• Residential Campaigns: Implement campaigns focused on residential communities to attract local members.

• Targeting Newcomers: Identify and engage with new individuals and companies relocating to Singapore.

• On-Site Engagement: Host exclusive events and personalized experiences at Mandala Club to demonstrate the unique benefits of membership.

• Acquisition Events: Organize and participate in high-profile events to attract prospects.

• Special Projects and Partnerships: Forge partnerships with luxury brands and exclusive events that resonate with Mandala Club’s brand values.

• Innovative Strategies: Implement creative and out-of-the-box approaches to generate new membership leads and increase sales.

Set and Achieve Membership Targets:

• Targets: Establish and achieve monthly, quarterly, and yearly membership goals.

• Alignment: Ensure targets align with Mandala Club’s strategic objectives and budget forecasts.

Project Oversight and Reporting:

• Execution: Oversee the implementation of membership acquisition projects from conception to completion.

• Reporting: Analyze and report on membership trends, insights, and outcomes to C-level executives.

• Weekly Pipeline Reporting: Provide consistent updates on the membership acquisition pipeline to ensure transparency and track progress.

Sales Team Leadership:

• Targets: Lead the membership sales team to achieve monthly sign-up targets.

• Performance Evaluation: Monitor and evaluate the effectiveness of sales initiatives and team performance.

• Membership Sales Drive Plans: Develop and implement sales drive plans to boost membership sign-ups during key periods.

• Sales Pipeline Management: Oversee the entire sales pipeline, including HubSpot, ensuring efficient and effective lead progression.

Collaboration with Creative and Marketing Teams:

• Collaterals: Ensure all membership marketing materials are regularly updated and reflect Mandala Club’s brand aesthetics and values.

• Brand Consistency: Maintain a consistent and on-brand message across all membership marketing channels.

Engage Prospective Members:

• Tours and Appointments: Conduct personalized tours of Mandala Club and one-on-one meetings to highlight the club’s unique value proposition.

• Acquisition Events: Host exclusive events designed to attract and engage potential members.

Manage Engagement and Retention of Memberships:

• Direct Report: Manage the engagement and retention strategies through the Head of Member Engagement.

• Engagement Initiatives: Develop and oversee initiatives to keep current members actively engaged and satisfied.

• Retention Programs: Implement and monitor programs aimed at retaining existing members and reducing churn.

• Behavior and Feedback Management: Address member and guest behavior issues, handle administrative matters, and resolve feedback-related issues promptly.

• Member Relations Presence: Ensure a continuous member relations presence in the club, engaging with members in person and collecting feedback throughout the week.

• Feedback and Improvement: Collect member feedback and work with the Head of Member Engagement to continuously improve the member experience.

Market Research and Feedback:

• Research: Conduct market research to stay ahead of trends and preferences in the membership landscape.

• Feedback: Collect and analyze feedback from prospective and current members to continuously refine and enhance the membership offering.

CRM & Data Management:

• Team Oversight: Manage the administration team, including membership administration, the PeopleVine CRM system, and the Data and Insight Manager.

• System Management: Ensure the effective operation and integration of the PeopleVine CRM system, maintaining accurate member data and sales lead information.

• Data Organization: Oversee the collection, organization, and maintenance of comprehensive data across all membership and financial systems.

• Insight Reporting: Develop and supply critical data insights to the membership team and C-suite executives, facilitating informed decision-making and strategic planning.

• Operational Efficiency: Implement efficient processes for data management to optimize operational and management reporting.

• Support and Training: Ensure the membership team and data assistant are up-to-date with strategy changes and oversee their workload distribution to maximize productivity.

Cross-Departmental Coordination:

• Integration: Collaborate closely with other departments to ensure they support and enhance the membership acquisition strategy.

• Membership Experience: Manage the overall membership experience by ensuring all departments contribute to delivering the highest quality service and engagement.

• Feedback Management: Pass member feedback to the operations team to address concerns and implement improvements.

Development of the Membership Team:

• Training and Development: Provide ongoing training and development opportunities for the membership team to enhance their skills and effectiveness.

• Team Building: Foster a culture of collaboration, motivation, and continuous improvement within the membership team.

• Performance Growth: Implement strategies to help team members achieve their professional goals and contribute to the club’s success.

Mandala Membership Committee Management:

• Committee Oversight: Manage the Mandala Membership Committee, ensuring it functions effectively as the heart of the membership community.

• Referral Leads: Work with the committee to generate and integrate member referral leads into the acquisition strategy.

• Feedback Collection: Utilize the committee to gather valuable feedback about club developments and member experiences.

• Community Building: Engage the committee members to act as the club's eyes and ears, fostering a sense of community and belonging.

Head of Department Responsibilities:

• Leadership Role: Serve as a key member of the senior management team, contributing to strategic decision-making processes.

• Business Contribution: Play a pivotal role in shaping and executing the overall business strategy for Mandala Club.

• Interdepartmental Collaboration: Work collaboratively with other department heads to ensure a unified approach to achieving the club’s objectives.

• Organizational Success: Drive initiatives that enhance the club’s reputation, member satisfaction, and overall success.

• Feedback Loop: Establish and maintain effective communication channels to pass member feedback to the operations team and other relevant departments, ensuring continuous improvement.

THE RIGHT PERSON

• Charismatic Leader: A senior, charismatic, and highly social individual who excels in customer-facing roles and has an unrivaled network of personal contacts across major industries in Singapore.

• Extensive Local Knowledge: Deep understanding of Singapore's political landscape, various districts, creative groups, and social scenes, supported by a vast personal network spanning different sectors.

• Community Engagement Expertise: Proven experience in engaging, building, and maintaining communities, and effectively liaising with a highly valuable customer base.

• Sales Acumen: Equally adept at selling experiences and closing deals as managing day-to-day operations, including tools, budgets, plans, strategies, and financial oversight.

• Innovative and Proactive: A thinker who consistently demonstrates out-of-the-box thinking and a can-do attitude, always seeking innovative solutions and approaches.

• Passionate Team Leader: A natural leader with a passion for supervising and developing staff, possessing excellent drive, attention to detail, polished presentation skills, and the innate ability to build strong relationships.

• Experienced Professional: Minimum of 3+ years of experience as a respected leader, with a track record of leading and managing large teams.

• Communication Skills: Exceptional written and verbal communication skills, with the ability to convey ideas clearly and persuasively.

• Critical Thinker: Excellent critical thinking skills, with the ability to exercise good judgment and solve problems quickly and effectively.

• Energetic and Flexible: Energetic, flexible, collaborative, and proactive; a team leader who can positively and productively tackle strategic initiatives and immediate business needs.

• Community Connector: Ability to connect with the local creative and social community, assessing and tailoring communication methods to resonate with members.

• Marketing and Communications Background: Strong background in marketing or communications.

• Fluent English Speaker: Fluent in English, able to communicate effectively with a diverse membership base.

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