Head of Member Experience

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!