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. ResponsibilitiesLead and develop the member experience strategy, ensuring exceptional service delivery and alignment with business objectivesManage and inspire high-performing support and retention teams, fostering a culture of accountability and continuous improvementChampion the voice of the member, using customer insight and feedback to enhance engagement, satisfaction, and loyaltyDrive operational performance across a multi-channel service environment, ensuring KPIs and SLAs are consistently achievedIdentify and implement process, technology, and service improvements to optimise the end-to-end member journeyCollaborate with key stakeholders across the business to deliver strategic initiatives and improve member retention SkillsProven experience leading customer service, member experience, customer success, or contact centre teamsStrong track record of improving customer satisfaction, retention, and operational performanceExperience developing and implementing customer-focused strategies aligned to business goalsStrong people ..... full job details .....