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!
Locations
City of LondonLondon
