Head of Member Experience

Head of Member Experience (12-month FTC) | £87,000 - £92,000 + bonus + benefits | London (Hybrid)

Our client is a leading membership organisation dedicated to supporting businesses through industry-leading services, solutions, and expertise. They are seeking an experienced Head of Member Experience to lead the delivery of an outstanding end-to-end member journey, driving satisfaction, retention, and operational excellence across the organisation.

Responsibilities

Lead and develop the member experience strategy, ensuring exceptional service delivery and alignment with business objectives
Manage and inspire high-performing support and retention teams, fostering a culture of accountability and continuous improvement
Champion the voice of the member, using customer insight and feedback to enhance engagement, satisfaction, and loyalty
Drive operational performance across a multi-channel service environment, ensuring KPIs and SLAs are consistently achieved
Identify and implement process, technology, and service improvements to optimise the end-to-end member journey
Collaborate with key stakeholders across the business to deliver strategic initiatives and improve member retention
Skills

Proven experience leading customer service, member experience, customer success, or contact centre teams
Strong track record of improving customer satisfaction, retention, and operational performance
Experience developing and implementing customer-focused strategies aligned to business goals
Strong people leadership skills with experience coaching, mentoring, and developing teams
Proficiency with CRM systems, service technologies, and data-driven decision making
Excellent communication and stakeholder management skills with the ability to influence at all levels
Package

Basic salary £87,000 - £92,000+ bonus
Hybrid working (3 days in the office)
Excellent pension (personal contribution of 5%, company contribution of 12%)
Healthcare, dental, cycle to work scheme and many more