Membership manager

MEMBERSHIP & COMMUNITY COORDINATORThe Robin | Milan | Full-Time | Immediate Start Internal Job DescriptionWHO WE AREThe Robin is a curated luxury membership community operating across Milan, London, Paris, and New York — connecting entrepreneurs, leaders, creatives, and decision-makers who move across cities, industries, and ideas. We are not a social club. We are the architecture of the right rooms. Our members pay between €1,500 and €6,000 a year. What they are paying for is access, relationships, and a community that takes them seriously. Your job is to make sure every member feels that every day. THE ROLE You are the operational heart of The Robin's membership experience. You are the first voice a new member hears, the person who makes sure no renewal slips through the cracks, and the one who keeps the member database accurate and alive. You work closely with Emily (Membership Development Consultant), Sveva (Events), and Cemre (Digital), and you report directly to Natasha Slater. This is not a passive role. It requires warmth, precision, and the ability to manage multiple moving parts simultaneously without losing the personal touch that makes The Robin what it is. WHAT YOU WILL DO Member Communications

Own The Robin member Whats App — respond to all messages within 2 hours during business hours Be the first point of contact for all member enquiries — warm, personal, never templated Manage new member onboarding from payment confirmation to first event attendance Send 30-day check-ins to every new member Manage the member Whats App group: event reminders, news, announcements

Pipeline & Sales Support

Log every lead introduced by Emily and other sources into Zoho CRM the same day Schedule and coordinate onboarding calls Send the membership deck and personalised follow-up notes after every call (briefed by Emily on what was discussed) Manage the follow-up cadence: day 1, day 4, day 10 Track every stage of every lead in Zoho — nothing sits without a next action and a next date

Renewal Management

Own the renewals calendar — you know every renewal date 60 days in advance Send personal renewal messages at 60 days, 30 days, and 7 days before expiry Flag at-risk renewals to Natasha immediately — never let a membership lapse silently Log all renewals, cancellations, and lapses in Zoho with reasons

Database Management — Zoho CRM

Every member and every lead logged accurately with all required fields Updated the same day after every conversation or interaction Renewal dates, payment records, membership tiers, and last-contact notes always current This is the most important operational habit in the role — if it is not in Zoho, it does not exist

Events Support

Collect RSVPs from members via Whats App and email, pass confirmed lists to Sveva Flag new members to Sveva before every event so she can introduce them personally Manage guest requests and plus-one confirmations

Monthly Reporting Deliver a member report to Natasha on the 1st of every month: active members by tier, new joins, renewals, lapses, pipeline status, enquiries received and conversion rate

WHO YOU ARE Fluent in Italian and English — you will be communicating with members and the team in both languages daily Milan-based and available for evenings when events require your presence Warm and personable — you are representing The Robin in every message you send Highly organised — you manage a lot of moving parts and nothing falls through the gap Discreet — our members value privacy. What you hear in this role stays in this role. Experienced in a client-facing or community management role — luxury hospitality, membership, events, or similar Comfortable with CRM tools (Zoho or equivalent) and digital communication platforms

WHAT YOU GET Full-time role, based in Milan Direct exposure to The Robin's founding team and member community A front-row seat to building one of the most exciting luxury membership brands in Europe Competitive salary commensurate with experience

HOW TO APPLYSend a short personal note (not a template) and your CV to [email protected] with the subject line: Membership & Community Coordinator — [your name]. We read every application. We respond to every one that shows us you actually read this job description.