Director of Membership

Your Mission Should You Choose To Accept It:   

As Barcelona's new Director of Membership, your mission is to drive growth, retention, engagement, and satisfaction across our new Membership product as well as Meetings & Events (M&E), and co-working.  

The role requires strength and skill in community strategy and activation, driving member experience and team leadership. You’ll lead a team dedicated to delivering exceptional experience that goes beyond the product and services. Your approach is member-centric and marketing-savvy, blending strategic insight with creative execution to build a thriving, local community. From high-impact events to curated member moments, you create opportunities for meaningful connection both inside and outside of the hub. 

You serve as the key link between the Support Hub and your local hub - translating global strategies into localized experiences that reflect the needs and energy of your community. You’re also the link between the community of Barcelona and your hub, with a strong network in the city. 

Success is measured by: 

• Membership growth, retention and increased customer lifetime value (CLV) 
• High member satisfaction (NPS), engagement, and advocacy 
• Revenue performance across all Membership, Co-working, and M&E products 

This role works with a wide range of cross-functional stakeholders, including leaders from the both the local team and the support hub. It’s not your traditional 9-5!  

In Case You Do Not Know Who, We Are (ahem):    

Known for being the rule breakers in hospitality, TSH is a fun, creative and inspiring environment where everyone can work, stay, learn and play and most importantly – be themselves. As an employer we look, act and think like a hotel, but instead we offer a lot more. Think student accommodation, long and short stay options, gyms, talks, events, rooftop bar and eat & drink escapes as well as community and coworking spaces. Located in The Netherlands, Germany, Austria, Italy, France and Spain with several new openings on the way, this hybrid hospitality concept may take root in the heart of Europe, but our plans are set for going global.   

What You'll Do   

        Member Engagement & Community Building

• Develop and execute a community strategy that includes curated events and activations to drive growth and foster engagement and connection. 
• Be the representative of Membership at The Social Hub Barcelona in the local community, connecting with engaging with local businesses, potential partners and other relevant groups. 
• Drive high NPS and customer satisfaction scores throughout the member lifecycle: onboarding, engagement, referrals, retention, and offboarding. 
• Actively engage with members and potential new members, staying close to the pulse of the community in and out of the hub. 

        Strategic Planning & Execution

• Design and deliver growth, retention, and engagement strategies for Membership, M&E, and Co-working. 
• Work closely with the support hub team to localize and implement global membership initiatives and frameworks. 
• Meet and exceed budgets for Membership, M&E, and workspace products. 
• Analyse membership and engagement data to optimize strategies and deliver measurable business improvements. 

       Team & Leadership Development

• Lead, develop, and inspire your teams (Membership, Coworking, and M&E) and manage the teams’ overall performance. 
• Foster a culture of excellence, collaboration and feedback
• Work cross-functionally with F&B, Stay + Regional Marketing roles to drive Membership ambitions and broader The Social Hub initiatives. 

       Operations & Experience Oversight

• Ensure smooth daily operations and high-quality standards across all physical spaces: co-working, gyms, communal areas.

Who You Are   

• Previous experience in leadership and team management.
• Bachelor degree in a relevant field.
• You have at least 6+ years of experience in a Membership, Coworking or other relevant field in a fast paced environment. 
• You have an image of future developments and see opportunities for the organisation and respond to them.
• You have a commercial drive, with a demonstrated intuition for commercial opportunities and making active use of sales opportunities. You build and maintain relationships with contacts, while representing the brand of The Social Hub
• You deal with stressful situations in a stress-free manner and bring calm and a sense of ‘I’ve got this’ to every situation.
• You are qual