Head of Soho Support, Membership

The Role..

The Head of Soho Support, Membership is responsible for leading Soho House’s global Member Support and Member Success functions, delivering a best-in-class member experience across all touchpoints and territories.

This is a pivotal leadership role responsible for building and scaling a world-class service organisation that combines member support with proactive and reactive strategies to drive engagement, retention and revenue performance, increasing satisfaction, lifetime value and reducing churn. Transforming a traditional service function into commercially contributing capability.

The role owns the end to end global service operation and sets the global service strategy, operational excellence framework and member lifecycle approach that underpin loyalty and commercial performance.

Central to the role is building a high performing, highly engaged global team culture that attracts, develops and retains top talent. It also leads the transformation of the service model through automation, process redesign and intelligent deflection, shifting the function from a reactive support model to a more efficient, insight led and commercially contributory operation. 

Acting as the senior voice of the member, this role uses insight, data and operational intelligence to influence strategy, elevate service standards and continuou