Membership & Client Experience Director in London

The Opportunity

Solice delivers highly personalised, concierge-led medical care to an international community of discerning individuals and families, combining world-class clinical expertise with seamless, relationship-driven service. As we enter an exciting next phase of growth, we are seeking an exceptional senior leader to help shape the future of our membership community. This is a rare opportunity to join a founder-led business at a pivotal stage and play a defining role in its next chapter. Reporting directly to the Founder, you will lead the full membership journey, from attracting and welcoming new members, to nurturing long-term relationships, developing strategic referral partnerships, and leading the Concierge function that underpins the Solice experience. This role sits at the intersection of growth, relationships, service excellence, and strategic leadership.

Role Description

As Membership & Client Experience Director, you will be responsible for the commercial success, service quality, and long-term retention of our membership community. You will lead the growth of our membership base through thoughtful relationship-building, trusted partnerships, and highly personalised member engagement, while ensuring every interaction reflects the warmth, discretion, and excellence that define Solice. Working alongside the Practice Director, you will help shape both the member experience and the future growth strategy of the business. Success in this position comes from building trusted relationships, and creating experiences members genuinely value and choose to stay with.

Key Responsibilities

• Membership Growth & Relationship Development
  • Lead the end-to-end journey for prospective members, from introduction through to onboarding.
  • Personally lead high-value membership conversations with confidence, warmth, and discretion.
  • Develop a robust pipeline of qualified prospects through referrals, introductions, and strategic partnerships.
  • Communicate and develop the positioning of Solice’s evolving membership offering.
  • Manage all renewal conversations and support existing members through periods of change and growth.
• Strategic Partnerships
  • Build trusted relationships with family offices, private banks, wealth advisors, luxury hospitality brands, and other aligned referral partners.
  • Identify new opportunities to grow the Solice network within UHNW communities.
  • Represent Solice at curated events, private gatherings, and industry introductions.
• Member Experience
  • Work closely with the Concierge team, setting the tone for service excellence across every member touchpoint, enhancing consistency across the member journey.
  • Partner closely with the concierge team to ensure a consistently exceptional member experience.
  • Proactively nurture relationships with members and key partners to ensure high member satisfaction and retention.
  • Run key member and partner events that build and reinforce relationships with current members and new prospects.
• Leadership
  • Work directly with the Founder on strategic growth initiatives, partnerships, pricing, and member engagement.
  • Collaborate closely with the Practice Director to ensure seamless coordination between commercial and clinical operations.
  • Track performance through clear KPIs including acquisition, retention, member engagement, and partner development.
  • Build the membership team as the membership grows.

Role Expectations

This role requires consistent organisation, follow-through and ownership of outcomes. A proactive, responsive and commercially focused approach is essential. You are expected to take full ownership of your performance, pipeline and results.

Skills and Experience Required

• Excellent spoken and written English, other languages desirable but not essential.
• Demonstrable track record of delivering a high level of customer service and community building within a luxury lifestyle or private membership business.
• Proven ability to drive membership revenue growth, increase turnover and deliver against commercial sales targets.
• CRM data management, reporting and analysis.
• Strong administrative skills.
• Motivation, positivity and attention to detail is critical.
• A team player who will support colleagues at all levels and takes genuine pleasure in succeeding together.

Compensation & Benefits

• Competitive salary DOE.
• Performance related bonus opportunity.
• Pension contribution.
• 28 days annual leave.
• Private healthcare.