Role Summary
The Senior Manager, Member Success (Account Manager, Real Estate Network), is responsible for leading day-to-day member success operations for Mayfair International Realty. This role focuses on member retention, ARPA (Average Revenue Per Account) growth, and program adoption across the Mayfair affiliate portfolio. The Senior Manager serves as the primary relationship lead for London-based members, coordinates closely with the Mayfair Office Gallery Manager for gallery and office execution, and aligns with the Global Member Success and Growth teams across the broader organization.
Key Responsibilities
Member Portfolio Management
* Serve as the main relationship lead for Mayfair affiliates.
* Conduct regular check-ins, quarterly business reviews (QBRs), and develop success plans.
* Drive ARPA by identifying upsell and cross-sell opportunities across programs (syndication, marketing, events, Destinations).
* Monitor member health scores, risk signals, and renewal likelihood; own mitigation plans and manage executive escalations.
Onboarding, Adoption & Renewals
* Oversee onboarding and offboarding processes for Mayfair affiliates, ensuring data completeness and smooth transitions.
* Develop adoption playbooks for key services (listing syndication, PR/comms, marketing assets).
* Manage the renewal calendar and exclusivity maps; coordinate pricing, terms, and agreement routing with VP, Global Business Development.
Programs, Marketing & Events (London Hub)
* Partner with Communications/Marketing on case studies, PR opportunities, and member spotlights.
* Coordinate with the Mayfair Office Gallery Manager on gallery activations, developer showcases, and member events (invitations, displays, collateral, attendance).
* Align event-driven outreach and follow-ups with Growth and Member Success teams.
Operations, Data & Reporting
* Enforce CRM hygiene (accounts/contacts, activities, next steps, health, forecast) and maintain TEAMS/SharePoint structure for Mayfair.
* maintain TEAMS/SharePoint structure for Mayfair.
* Maintain accurate pipeline and renewal forecasts, as well as portfolio dashboards (retention, ARPA, adoption, onboarding time).
* Standardize SOPs, templates, and member communications.
Cross-Functional Alignment
* Coordinate handoffs from Growth (new joins) to program owners (Destinations).
* Contribute Mayfair insights to global strategy and participate in regional coverage planning.
Company Overview
Mayfair Office is a UK-wide network of independent real estate brokers representing a foremost group of luxury real estate agents in England, Scotland, Wales, and Ireland. In 2005, Mayfair expanded to North America as Mayfair International Realty, and today members can be found across the globe.
Mayfair is part of a larger organization, which consists of Leading Real Estate Companies of the World® including Luxury Portfolio International®, Destinations by LeadingRE®, RELO Direct®, Leading Real Estate Companies of the World International Limited®, and Aventure National Realty Network®.
Experience
* 5+ years in Member/Customer Success, Partner Management, or Account Management; real estate or premium network experience preferred.
* Demonstrated success in retention and expansion; confident leading executive-level QBRs and renewal conversations.
Skills
* Strong operational rigor: CRM discipline (HubSpot), renewal tracking, SOPs, and data accuracy.
* Excellent written and verbal communication; native-level English required, additional languages a plus.
* Experience in event and program coordination; comfortable collaborating with marketing/PR.
* Familiarity with e-signature workflows and contract routing; high standards for compliance (GDPR/PECR).
* Collaborative leader able to influence without direct authority across global, cross-brand teams.
Success Metrics
* Retention rate and ARPA growth across the Mayfair portfolio.
* Adoption of priority programs; reduced onboarding time.
* Forecast accuracy for renewals and expansions; CRM/TEAMS data completeness.
* Executive satisfaction (MPS Member Pulse Score) and effectiveness of QBRs.
Work Location
* This position is based in our office in Mayfair, London
* Some travel required