Member Relationships Executive

Florence Guild

Due to continued growth, we are seeking a proactive, organised and relationship-focused professional to join our team. This role suits someone who enjoys building meaningful relationships and delivering exceptional member experiences, with the commercial awareness to support retention, renewals and membership growth.

This is an excellent opportunity for someone looking to build their career in membership, client relations, hospitality or premium customer experience. Working closely with the wider membership and operations teams, you will support member engagement, retention and renewals while helping deliver an exceptional experience across the Florence Guild community.

Key Responsibilities

• Support the management of membership renewals, retention and member engagement across the Florence Guild portfolio.
• Build positive and professional relationships with members and develop a strong understanding of their needs.
• Assist with renewal planning, tracking upcoming expiries and ensuring members are engaged throughout the renewal cycle.
• Support renewal conversations and follow up with members to encourage continued membership.
• Identify potential retention risks and work with the Head of Member Relationships to address member concerns and opportunities.
• Maintain accurate membership records, renewal information and activity within the CRM.
• Assist with membership reporting, forecasting and planning.
• Gather member feedback and help identify opportunities to improve engagement, satisfaction and retention.
• Identify opportunities for membership upgrades, additional services or referrals where appropriate.
• Represent Florence Guild with professionalism, warmth, discretion and genuine care for the member experience.

What We're Looking For

• 1–2 years' experience in membership, client relations, customer success, hospitality, sales, account support or a similar client-facing role.
• Experience within premium workspaces, commercial property, real estate, brokerage, memberships, luxury, lifestyle or hospitality is highly regarded.
• Excellent communication and interpersonal skills, with the ability to build genuine relationships and create a welcoming, professional member experience.
• Confident handling difficult or sensitive conversations, including member concerns, service issues and renewal discussions, while remaining calm, empathetic and solutions-focused.
• Comfortable with negotiation and influencing, with the maturity to balance member needs with commercial and business objectives.
• Demonstrates sound judgement and decision-making, with the confidence to take ownership, resolve issues and escalate appropriately when required.
• Highly organised and detail-oriented, with the ability to manage membership renewals, engagement activities, follow-ups, reporting and competing priorities.
• Proactive and accountable, with a strong sense of ownership and a willingness to follow issues through to resolution.
• Commercially aware, with an interest in developing skills across member retention, renewals, relationship management and revenue.
• Strong emotional intelligence and resilience, with the ability to work effectively with different personalities and remain composed under pressure.
• Confident using CRM systems and technology, with accurate and disciplined administrative skills.
• A genuine appreciation for quality, discretion, hospitality, luxury, lifestyle and community, with the professionalism to represent a premium brand.
• Positive, adaptable and eager to learn, with the ambition to build a long-term career within a premium membership and hospitality environment.

Please note: Australian Citizens or Permanent Residents preferred. Applicants on temporary visas with full working rights may be considered where visa validity exceeds 12 months.

WHO WE ARE

Brimming with exciting growth opportunities, Florence Guild curates spaces and experiences that are inspiring a renaissance in how we live, work and connect. We shape environments that elevate the entire building experience — seamlessly integrating workspaces, restaurants, cafés, bars, retail, concierge services, wellness, events and learning into one considered whole for the business leaders, innovators and creators of today and tomorrow.

Under the Florence Guild umbrella sits Work Club, our collection of ten premium professional members’ clubs across Sydney, Melbourne and Canberra. Here, members move seamlessly between work, wellbeing and community, with access to Florence Guild Wellness and Florence Guild Presents, our curated event series featuring leading global thinkers. Our precincts extend into hospitality through our Club Lounges, Freyja (Nordic-inspired restaurant), Spezia (Italian restaurant), Valhalla (cocktail bar) and SAGAS (café & retail).

The Sandstones Club stands as a defining expression of the Florence Guild philosophy: a storied and architecturally striking environment designed to cultivate focus, connection, inspiration and renewal. It is a space conceived for those who regard clarity as a decisive advantage.

Caring for the people within our ecosystem is equally considered. Eir Liv — A Human Potential Club supports members to perform at their best, bringing together biological precision, behavioural design and cultural capital to optimise both personal and professional performance.

Website: https://florenceguild.com