At a Glance
- Tasks: Lead the member experience strategy and oversee membership, events, and marketing teams.
- Company: The Pembroke, a unique luxury 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 a passion for outstanding service.
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.
The Head Office is based on‑site, within The Pembroke and represents the department responsible for leading and supporting with administration of the club's daily duties.
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 employer: The Pembroke Club London
The Pembroke, located in the prestigious Belgravia, is an exceptional employer that prioritises a culture of excellence and community. With a commitment to outstanding hospitality and member experience, employees benefit from industry-leading learning and development opportunities, a competitive salary, and a collaborative work environment that fosters personal and professional growth. Joining The Pembroke means being part of a vibrant team dedicated to creating unforgettable experiences for its distinguished members.
StudySmarter Expert Advice🤫
We think this is how you could land Chief Membership Officer
✨Tip Number 1
Network like a pro! Attend industry events, join relevant groups, and connect with people on LinkedIn. The more you engage with others in the hospitality scene, the better your chances of landing that dream role.
✨Tip Number 2
Show up and shine! When you get an interview, be sure to bring your A-game. Research the club, understand its values, and be ready to discuss how you can enhance the member experience at The Pembroke.
✨Tip Number 3
Follow up after your interviews! A simple thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, it shows you’re genuinely interested in being part of our community at The Pembroke.
We think you need these skills to ace Chief Membership Officer
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, as this role is all about making our members feel valued and special.
Tailor Your Application:Make sure to customise your application to reflect the specific requirements of the Chief Membership Officer role. Use keywords from the job description to demonstrate how your skills and experiences align with what we're looking for at The Pembroke.
Be Authentic:We want to get to know the real you! Don’t be afraid to showcase your personality in your written application. Authenticity goes a long way in helping us understand how you would fit into our vibrant community.
Apply Through Our Website:For the best chance of success, make sure to submit your application through our website. This helps us keep everything organised and ensures your application gets the attention it deserves!
How to prepare for a job interview at The Pembroke Club London
✨Know the Club Inside Out
Before your interview, dive deep into The Pembroke's history, values, and offerings. Familiarise yourself with their unique member experience and think about how you can enhance it. This shows genuine interest and helps you align your vision with theirs.
✨Showcase Your Leadership Style
As a Chief Membership Officer, you'll need to inspire and lead multiple teams. Prepare examples of how you've successfully led diverse groups in the past, focusing on collaboration and high performance. Be ready to discuss your approach to mentoring and developing talent.
✨Engage with Member Experience Strategies
Think about innovative strategies for enhancing member engagement and retention. Bring ideas to the table that reflect a deep understanding of luxury hospitality and how to create memorable experiences. This will demonstrate your strategic thinking and commitment to the role.
✨Prepare for Cross-Department Collaboration
The role requires seamless collaboration across various departments. Be prepared to discuss how you've successfully worked with different teams in the past, ensuring everyone is aligned towards a common goal. Highlight your communication skills and ability to foster a shared commitment to excellence.
