Head of Member Experience - #2089989

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!