Job Description
Role Overview
Are you passionate about building lasting relationships and driving member engagement? As Manager, Member Success, you’ll be the trusted advisor and champion for Mayfair members, leading day-to-day operations with a focus on member interaction and ensuring every member experiences the full value of our program. You’ll play a vital role in retention, growth, and program adoption, while actively showcasing the impact and benefits of Mayfair’s offerings.
This position in on-site at Mayfair's Office on Maddox Street.
Key Responsibilities
Relationship Building & Value Delivery
* Serve as the primary relationship lead and London-based representative for Mayfair member real estate companies/estate agencies, fostering trust and partnership.
* Conduct regular check-ins and quarterly business reviews (QBRs) to understand member needs, celebrate achievements, and co-create strategic marketing plans for success.
* Proactively identify opportunities to showcase the value of Mayfair programs, sharing best practices and success stories that inspire engagement.
* Act as a strategic advisor, helping members navigate challenges and maximize their experience.
* Encourage wider network collaboration by facilitating member-to-member and client introductions.
* Demonstrate knowledge of real estate industry, common challenges, and useful marketing methods to provide valuable insights and solutions to members to improve business efficiency and global reach.
Portfolio Growth & Program Advocacy
* Drive ARPA (Average Revenue Per Account) growth by promoting relevant programs (syndication, marketing, events, new development marketing) and facilitating upsell/cross-sell opportunities.
* Monitor renewal likelihood, developing personalized engagement and mitigation plans.
* Champion member retention through thoughtful outreach, executive escalations, and continuous improvement.
* Identify opportunities with prospective real estate companies that could be a strong fit for the network and benefit from Mayfair’s support.
Onboarding, Adoption & Renewals
* Oversee seamless onboarding and offboarding, ensuring every member feels welcomed and supported throughout the relationship.
* Develop and deliver adoption playbooks for key services, making it easy for members to leverage listing syndication, PR/comms, and marketing assets.
* Manage renewal processes, exclusivity maps, and agreements in partnership with the VP, Global Business Development.
Events, Marketing & Community Building
* Collaborate with Communications/Marketing to create compelling case studies, PR opportunities, and member spotlights.
* Create topics and present engaging virtual presentations and panel discussions between members and industry vendors with regular webinars, encouraging member attendance.
* Work with Office Manager to coordinate gallery displays, developer showcases, and member events, ensuring high-impact experiences and meaningful connections.
* Align event-driven outreach with Growth and Member Success teams to amplify engagement.
Operational Excellence & Data Integrity
* Maintain CRM hygiene and accurate portfolio dashboards, supporting data-driven decision-making and tool-adoption tracking.
* Create and standardize SOPs, templates, and member communications for consistency and quality.
* Ensure compliance with e-signature workflows, contract routing, and data privacy standards (GDPR/PECR).
Cross-Functional Leadership
* Partner with global teams to share Mayfair insights and contribute to strategic planning.
* Facilitate smooth handoffs from Growth to program owners, supporting member journeys across Leading Real Estate Companies of the World® group of companies.
What Success Looks Like
* High member retention rates and consistent growth in average revenue per account (ARPA) across the Mayfair portfolio.
* Increased adoption of priority programs.
* Reduced onboarding time for new affiliates.
* Accurate forecasting for renewals and expansions, with complete and reliable CRM/TEAMS data.
* Strong executive satisfaction, reflected in member feedback, survey scores and the effectiveness of QBRs.
Who You Are
* Experienced Relationship Builder: 5+ years in Member/Customer Success, Partner Management, or Account Management (real estate or premium network experience highly preferred).
* Results-Oriented: Proven track record in retention, expansion, and executive-level engagement.
* Operationally Excellent: Skilled in CRM discipline (HubSpot), renewal tracking, SOPs, and data accuracy.
* Exceptional Communicator: Native-level English (additional languages a plus), with outstanding written and verbal skills.
* Event & Program Coordinator: Comfortable partnering with marketing/PR and managing events that drive engagement.
* Collaborative Leader: Able to influence across global, cross-brand teams without direct authority.
* Creative: Able to think outside of the box to find alternative, tailor made solutions to everyday business challenges.
Ready to build relationships, create connections and drive value? Apply today and help us elevate the Mayfair network!
About Mayfair Office and Mayfair International
Mayfair Office is a premier network of independent luxury real estate companies across the U.K., representing top real estate firms across England, Scotland, Wales, and Ireland, with a global footprint through the Mayfair International network that includes North America, Central America, Africa and Europe. Mayfair members benefit from a prestigious London office and real estate gallery in the heart of Mayfair, events, branding support, and marketing resources designed to elevate their success. Mayfair is part of Leading Real Estate Companies of the World® group of companies.