# Head of Soho Support, Membership

**Company**: Soho House
**Location**: London, England
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Hospitality

**Apply**: https://job-boards.greenhouse.io/sohohouseco/jobs/4959275101?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_19fced02-99b

## Description

The Head of Soho Support, Membership is responsible for leading Soho House's global Member Support and Member Success functions, delivering a best-in-class member experience across all touchpoints and territories.

Key accountabilities include:

- Global Customer Service Leadership & Operations: leading the global membership support function, improving speed of service, resolution, consistency and overall member experience

- Member Success, Retention & Reactivation: leading the global Member Success function, owning proactive engagement, retention and reactivation strategies

- Voice of Customer (VoC): leading as global VoC, ensuring structured collection and analysis of member feedback

- Stakeholder Management & Cross-Functional Leadership: partnering with senior leaders across Membership, Operations, Marketing, Data, CRM, Product, Technology, Finance and House teams

- Technology, Innovation & Service Transformation: partnering with Group Membership, Technology and Product teams to enhance support platforms and tools

- Governance, Risk & Compliance: ensuring adherence to data protection, privacy and regulatory requirements across all markets

The role requires 10+ years of senior leadership experience in global customer service, member services, customer success or contact centre operations within a premium, hospitality, lifestyle, subscription or service-led business.

## Skills

### Required
- global customer service
- member services
- customer success
- contact centre operations
- leadership
- strategic planning
- data analysis
- stakeholder management

### Nice to have
- Salesforce CRM
- advanced contact centre platforms

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/sohohouseco/jobs/4959275101?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)