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.