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- Tasks: Lead the member experience strategy and oversee membership, events, and marketing teams.
- Company: The Pembroke, a luxurious club in the heart of Belgravia.
- Benefits: Competitive salary, family meals, learning opportunities, and a pension scheme.
- Other info: Join a dynamic team with opportunities for growth and recognition.
- Why this job: Shape a vibrant community and deliver exceptional experiences for discerning members.
- Qualifications: Senior leadership experience in luxury hospitality and strong communication skills.
The predicted salary is between 80000 - 100000 £ per year.
Steeped in history and situated in the heart of Belgravia, The Pembroke stands apart as a unique club for Londoners. From the spirit of our members to the splendour of our events, we are a home for eclectic and excellent living. A place to eat, drink, dance and meet, The Pembroke opens its doors to those who wish to fill their world with the finest experiences, from cocktails to culture, billiards to business.
ROLE OVERVIEW
We are seeking a sophisticated, visionary and charismatic leader to take ownership of the entire member experience at this brand-new club in the heart of Belgravia. Our community of members will be renowned for their distinguished connections and their expectation of outstanding hospitality, food, entertainment and culture within a truly luxurious environment. The Chief Member Officer is a newly created, senior strategic role that sits at the heart of the club's leadership. Reporting directly to the Club Director, you will have overall responsibility for the membership team, the members’ events team and the marketing and communications department — ensuring that every touchpoint of the club and the way it communicates ladders up to deliver the finest member experience in London. You will be the champion of the members at every level of the organisation, driving a culture in which the member experience is never an afterthought but the central organising principle of everything the club does. This is a unique opportunity to shape a community from the ground up, building and executing strategies that attract, retain and delight members to the very highest standard.
RESPONSIBILITIES
- Strategic Leadership & Vision: Set and own the overarching member experience strategy, ensuring every department under your remit aligns with the club's values and ambitions. Act as the senior voice of the members across the club's leadership team, championing their experience in all strategic discussions and decisions. Lead, inspire and develop three distinct teams — membership, events and marketing and communications — fostering a collaborative, high-performance culture. Provide clear direction, mentoring and professional development to department heads and their teams, driving excellence and accountability at every level. Hold regular cross-team meetings to align on member communications, upcoming events, new members and feedback themes.
- Member Experience & Engagement: Own the end-to-end member journey, from first enquiry through onboarding, ongoing engagement and long-term retention — ensuring every interaction reflects the very best the club has to offer. Establish and nurture deep, trusted relationships with members, acting as a senior point of contact and ensuring their voice is heard and acted upon. Engage regularly with members in the club, attending events and building authentic relationships with members and their guests. Oversee the delivery of an exceptional events programme that adds genuine value to membership and strengthens the sense of community. Implement initiatives that keep members engaged, celebrated and connected to the life of the club.
- Brand, Marketing & Communications: Take strategic ownership of the club's marketing and communications output, ensuring all messaging, collateral and campaigns are consistent, on-brand and reinforce the member experience. Ensure every channel through which the club communicates — digital, print, social or in-person — reflects the club's positioning and serves the member first. Lead the development of compelling content and communications that resonate with the club's discerning membership and attract prospective members of the right calibre. Work closely with the Club Director and wider leadership to evolve the club's brand as the community grows.
- CRM, Data & Reporting: Maintain ultimate responsibility for the membership CRM, overseeing data integrity, seamless processes from enquiry to onboarding, and integration with other departments and systems. Define and track KPIs that measure membership growth, engagement, satisfaction and retention, reporting regularly to the Club Director with clear insights and recommendations. Analyse membership trends and pipeline health, identifying opportunities and risks to ensure growth remains in line with the club's values and long‑term vision.
- Cross‑Functional Collaboration: Work in close partnership with operations, reception, reservations and F&B teams to ensure members and their guests receive a seamless, consistently exceptional experience across every area of the club. Act as the connective tissue between departments, ensuring awareness of the cultural and events programme and a shared commitment to the member above all else.
- Budget & Commercial Oversight: Develop and manage the budgets for the membership, events and marketing & communications departments, monitoring performance and reporting to the Club Director on a regular basis. Identify and realise opportunities for revenue growth through membership initiatives, events, partnerships and member‑facing activations. Ensure all departments operate within agreed financial parameters while continuing to deliver an exceptional standard of service.
REQUIREMENTS
- Senior leadership experience within a luxury hospitality, private members' club or comparable high‑end environment.
- A proven track record of owning the member or customer experience at a strategic level, with the ability to translate vision into operational excellence.
- Experience leading multiple teams or departments, with the gravitas and warmth to inspire those around you.
- Exceptional communication and interpersonal skills — polished, perceptive and at ease with a discerning, high‑profile membership.
- Strong commercial acumen with the ability to manage budgets and identify revenue opportunities.
- A data‑driven mindset, comfortable with CRM systems, analytics and reporting.
- Deep understanding of brand, marketing and communications, and how they shape the perception and experience of a club or luxury environment.
- A genuine passion for hospitality, community and delivering experiences that exceed expectation.
WHAT WE OFFER
- Best‑in‑class salary
- Family meal on shift
- Industry‑leading Learning & Development opportunities
- Pension scheme, including employer contributions
- Annual staff award ceremony and party
- More benefits to be set up as we open
Chief Membership Officer in London employer: The Pembroke Club - Head Office
Contact Detail:
The Pembroke Club - Head Office Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Chief Membership Officer in London
✨Tip Number 1
Network like a pro! Attend industry events, join relevant groups on social media, and connect with people in the luxury hospitality scene. The more you engage, the more likely you'll hear about opportunities before they even hit the job boards.
✨Tip Number 2
Show your personality! When you get the chance to meet potential employers or members of the club, let your charisma shine through. Remember, they’re looking for someone who can embody the spirit of The Pembroke, so be yourself and make a lasting impression.
✨Tip Number 3
Be proactive! Don’t just wait for job openings to pop up. Reach out directly to the club or similar establishments, express your interest, and ask if they’d consider you for future roles. Sometimes, the best opportunities come from a simple conversation.
✨Tip Number 4
Utilise our website! We’ve got loads of resources and tips to help you stand out in your job search. Plus, applying through our site gives you a better chance of being noticed by the right people. So, don’t hesitate—get involved!
We think you need these skills to ace Chief Membership Officer in London
Some tips for your application 🫡
Show Your Passion for Hospitality: When writing your application, let your love for hospitality shine through! Share experiences that highlight your commitment to creating exceptional member experiences and how you’ve gone above and beyond in previous roles.
Tailor Your Application: Make sure to customise your application to reflect the unique values and culture of The Pembroke. Use language from the job description to demonstrate that you understand what we’re all about and how you fit into our vision.
Highlight Leadership Experience: As a Chief Membership Officer, we want to see your leadership chops! Include specific examples of how you've led teams, inspired others, and driven strategic initiatives that improved member engagement and satisfaction.
Keep It Professional Yet Personal: While we appreciate professionalism, don’t be afraid to let your personality shine through! A touch of warmth and authenticity can make your application stand out. Remember, we’re looking for someone who can connect with our members on a personal level.
How to prepare for a job interview at The Pembroke Club - Head Office
✨Know the Club Inside Out
Before your interview, dive deep into The Pembroke's history, values, and offerings. Familiarise yourself with their unique approach to member experience and think about how your vision aligns with theirs. This will show your genuine interest and help you articulate how you can enhance their community.
✨Showcase Your Leadership Style
As a Chief Membership Officer, your leadership style is crucial. Prepare examples of how you've successfully led teams in the past, particularly in luxury environments. Highlight your ability to inspire and develop others, as well as how you’ve championed member experiences in previous roles.
✨Engage with Member Experience Strategies
Be ready to discuss specific strategies you've implemented to improve member engagement and retention. Think about innovative ideas that could elevate The Pembroke’s offerings. This demonstrates your proactive mindset and commitment to creating exceptional experiences for members.
✨Prepare Thoughtful Questions
Interviews are a two-way street, so come armed with insightful questions about the club's future, member engagement initiatives, and team dynamics. This not only shows your enthusiasm but also helps you gauge if the club aligns with your own values and vision for member experience.