The Membership Executive plays a key role in the success of One Spa's membership business.

Responsible for the day-to-day administration and coordination of the membership operation, this role ensures all membership systems, records, payments and communications are managed accurately, efficiently and on time.

Working closely with the Membership & Fitness Manager, the Membership Executive supports both the commercial and operational success of the department by maintaining accurate data, managing administration processes, responding to member enquiries and helping prospective members begin their wellness journey at One Spa.

This is a fast-paced role requiring exceptional organization, attention to detail and the ability to manage multiple priorities simultaneously. The successful candidate will be proactive, highly reliable and passionate about delivering outstanding member experiences while supporting the growth and retention of the membership business.

The role is both desk-based and guest-facing, requiring confidence in building relationships with members, promoting One Spa and representing the brand professionally at all times.

Responsibilities include but are not limited to:

Membership Administration

• Manage day-to-day membership administration accurately and efficiently.
• Process all membership applications, amendments, freezes, upgrades and cancellations in line with our policies and procedures.
• Audit membership paperwork and records to ensure complete accuracy and compliance.
• Maintain organized and accurate digital and physical filing systems.
• Manage member databases and ensure information is current and accurate.
• Support monthly reporting and membership analysis.
• Complete all administrative tasks within agreed deadlines.
• Support with ad-hoc spa administration as required, this might include project work.

Direct Debit & Financial Administration

• Support the management of membership payments and direct debit processes.
• Monitor failed, overdue or missed payments. Contact members and process missed payments.
• Follow up outstanding balances promptly and professionally.
• Maintain accurate payment records and reporting.
• Monitor and track all annual members and renewals.
• Escalate issues quickly to minimize revenue loss.
• Ensure all membership data is accurately recorded within company systems

Membership Sales Support

• Support membership sales and retention activities.
• Conduct membership tours when required.
• Assist prospective members with enquiries and membership information.
• Follow up membership leads promptly.
• Promote One Spa memberships with confidence and enthusiasm.
• Support membership events, open days and promotional activity.

• Support with site or VIP visits, supporting and promoting the wider spa team.

Team Support & Knowledge Sharing

• Work closely with the Membership & Fitness Manager to support the overall membership operation.
• Ensure membership knowledge, processes and procedures are documented and shared.
• Create and maintain clear operating procedures.
• Support the training and development of associates where appropriate.
• Build resilience within the department by ensuring knowledge is not held by one individual.
• Contribute positively to a culture of teamwork, ownership and continuous improvement.
• Support the wider team as required, this might include Duty Manager shifts.

Our ideal candidate will also ensure efficient and professional communication and engagement with our members alongside admin responsibilities including communication and support during regular membership events.

A full job description is available

Experience & Skills

Essential

• Minimum 2 years' experience in an administration, coordination or guest service role.
• Excellent organizational skills and attention to detail.
• Strong written and verbal communication.
• Comfortable working with multiple systems and databases simultaneously.
• Strong Microsoft Office skills.
• Ability to prioritize workload and work to deadlines.
• Professional, positive and member-focused approach
• Ability to work as part of a dedicated and passionate team

Desirable

• Experience within hospitality, leisure, fitness, wellness or membership environments.
• Experience managing payments, memberships or subscriptions.
• Previous sales or lead follow up experience.
• Experience using spa, membership or booking systems.