Senior Membership Account Manager - FTC 12 months

At Fora, we’re reimagining what the workplace can be.

We create inspiring, design‑led spaces that blend hospitality, community, and wellbeing—so people can work productively, creatively, and happily.

From our first London workspace over 20 years ago, we’ve grown to 60+ locations across the UK and Germany, supporting 30,000+ members and partnering with trailblazing brands like Ocado, The British Fashion Council, and Pangaia.

Backed by The Office Group, Blackstone, and Brockton Capital, we’re growing fast and pioneering conscious design, sustainable construction, and workspaces that empower people to work in their own unique way.

At Fora, we’re not just shaping workplaces—
we’re shaping the future of work.

The role :

At Fora, we create inspiring, design‑led workspaces where people and businesses thrive. Our Memberships team sits at the heart of that experience — and we’re now looking for a Senior Membership Account Manager to help drive performance, lead a high‑performing team, and deliver an exceptional member journey across our portfolio.

This is a senior role where strong client relationships, considered leadership , and commercial focus come together. You’ll be closely involved in converting and managing Co‑Working and Virtual Office memberships, while championing a considered, human, and best‑in‑class experience for every member.

The Role

As Senior Membership Account Manager, you’ll take ownership of the end‑to‑end membership journey across your portfolio, ensuring strong conversion, seamless onboarding, and long‑term member satisfaction.

You’ll also lead and develop two Account Managers, setting the standard for enquiry handling, client engagement, and commercial performance — while acting as a trusted ambassador for The Office Group brand.

What You’ll Be Doing

Leadership & Team Development

• Lead, coach, and develop two Account Managers to consistently deliver high‑quality enquiry handling and conversion.
• Set clear expectations, provide regular feedback, and support performance improvement where needed.
• Manage workload distribution to ensure all opportunities are handled efficiently.
• Support onboarding and training of new team members within the Memberships function.

Sales & Conversion Ownership

• Personally manage high‑value and strategically important membership enquiries.
• Ensure all Co‑Working and Virtual Office enquiries are fully qualified across direct and third‑party channels.
• Identify the best membership solutions through confident discovery, needs analysis, and objection handling.
• Drive both personal and team performance against daily and weekly KPIs, reporting progress to the Sales Manager.

Client Experience & Account Management

• Act as the point of escalation for prospective and existing members, ensuring timely and effective resolutions.
• Support upgrades, downgrades, add‑ons, and retention discussions.
• Champion a member‑first mindset, ensuring every touchpoint reflects The Office Group’s service standards.

Operational & Administrative Excellence

• Ensure accurate CRM usage, lead tracking, and reporting across the team.
• Carry out quality checks on compliance documentation and licence agreements.
• Deliver clear, accurate handovers to building teams following membership sign‑ups.
• Build strong relationships with internal teams, third‑party agencies, and cross‑functional stakeholders.

Commercial Impact

• Drive conversion from enquiry to viewing and from viewing to sale, in line with pricing and discount strategy
• Identify opportunities to maximise revenue, improve occupancy, and strengthen member retention.
• Contribute to wider Memberships performance and commercial success.

Why Join The Office Group?

• Opportunity to shape customer experience and commercial performance.

• Work within a design‑led, hospitality‑driven brand with an evolving workspace portfolio.
• A collaborative environment where ideas, ownership, and progression are encouraged.

Requirements:
• Experience in telesales functions (essential)

• CRM experience (essential)

• Market knowledge (desirable)

• Account management experience (desirable)

• Experience leading and mentoring a team

• Excellent written and verbal communication skills.

• Numerate and IT literate.

• Hands-on team player with strong problem-solving ability and exceptional attention to detail.

• Possess a flexible and resilient attitude.

• Able to multitask and work well under pressure.

Benefits:
At The Office Group, we believe work should enhance your life—not compete with it. That’s why our benefits are designed to support your wellbeing, fuel your ambitions, and give you the freedom to live and work your way.

💼 Work Your Way

• Core working hours with flexibility – because life doesn’t run 9–5
• Two weeks ‘Work from Anywhere’ – swap your desk for a beach, a mountain… anywhere that inspires you

🌴 Time to Rest & Recharge

• 28 days’ annual leave + bank holidays
• Your birthday off – celebrate you
• Buy additional annual leave to create even more time for what matters

💪 Wellbeing & Security

• 5% matched pension scheme – supporting your future
• Life assurance for peace of mind
• Discounted gym membership to keep you feeling your best
• Health cash plan - supporting day to day medical expenses
• Mental wellbeing support - confidential in-person or online therapy sessions

🚴 Smarter, Greener Commuting

• Cycle to Work Scheme
• Season Ticket Loan to make your journey easier and more affordable

☕ Perks That Make You Smile

• 25% off at Fora cafés – your morning coffee just got better
• 2 x volunteer days / year