At a Glance
- Tasks: Lead and enhance the member experience strategy for a top membership organisation.
- Company: Join a leading membership organisation focused on exceptional service and support.
- Benefits: Competitive salary, bonus, hybrid work, and comprehensive benefits package.
- Other info: Opportunity to collaborate with key stakeholders and drive strategic initiatives.
- Why this job: Make a real impact by driving member satisfaction and retention in a dynamic environment.
- Qualifications: Proven leadership in customer service and a passion for enhancing member experiences.
The predicted salary is between 87000 - 92000 £ per year.
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 and retention.
We think you need these skills to ace Head of Member Experience
Member Experience Strategy
Customer Service Leadership
Team Management
Operational Excellence
Customer Insight Analysis
Engagement Enhancement
KPI Achievement
