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About the Role
This pivotal leadership role is responsible for building and scaling a world-class service organization that combines member support with proactive and reactive strategies to drive engagement, retention, and revenue performance. The role owns the end-to-end global service operation, sets the global service strategy, and implements an operational excellence framework and member lifecycle approach to enhance loyalty and commercial performance. A key focus is building a high-performing, engaged global team culture and transforming the service model through automation and process redesign.
Responsibilities
- Lead the global membership support function across all channels to optimize quality, speed, and scalability.
- Improve speed of service, resolution, consistency, and overall member experience, managing SLA and KPI performance.
- Build and sustain a high-performing, engaged, and motivated global team culture, ensuring clear communication, strong leadership, development pathways, and a focus on wellbeing, accountability, and excellence.
- Maintain and evolve global service standards, operating procedures, and governance frameworks.
- Oversee workforce planning, capacity management, and resource allocation across internal teams and outsourced partners.
- Drive continuous improvement through process optimization, service redesign, and operational insight.
- Partner with Technology and Product teams to enhance tools, systems, and digital support capabilities.
- Lead escalation management and service recovery for complex or high-profile member issues.
- Lead automation, deflection, and process elimination initiatives to transform the service function into a commercially contributing capability.
- Lead the global Member Success function, owning proactive engagement, retention, and reactivation strategies.
- Own retention and reactivation budgets and deliver against agreed commercial targets.
- Design lifecycle-based engagement strategies to increase member value, loyalty, and tenure.
- Identify at-risk members and implement targeted intervention strategies to reduce churn.
- Partner with Membership, Marketing, Data, and CRM Teams to execute targeted campaigns and journeys.
- Use behavioral data, segmentation, and insights to optimize engagement strategies.
- Lead as global Voice of Customer (VoC) to ensure structured collection and analysis of member feedback.
- Use CSAT, QM, resignation, and complaints data to drive service metrics.
- Translate member insights into actionable recommendations for senior leadership.
- Champion member-centric decision-making across the organization.
- Partner with senior leaders across various departments to influence strategic priorities.
- Ensure alignment of global strategy with local market execution across multiple territories.
- Provide executive-level reporting to C-suite on performance, risks, and opportunities.
- Partner with teams to enhance support platforms and tools.
- Identify opportunities for automation, AI, and digital self-service.
- Lead transformation initiatives to modernize operations and member engagement models.
- Ensure adherence to data protection, privacy, and regulatory requirements.
- Maintain robust governance frameworks for complaints handling and service escalation.
- Oversee operational risk management within the global support function.
Requirements
- 10+ years of senior leadership experience in global customer service, member services, customer success, or contact center operations within a premium, hospitality, lifestyle, subscription, or service-led business.
- Proven track record of leading and scaling complex, multi-region service operations.
- Extensive experience designing and delivering customer experience, retention, and lifecycle engagement strategies that drive measurable improvements in satisfaction, loyalty, and lifetime value.
- Demonstrated success owning and delivering commercial outcomes, including retention, reactivation, and/or revenue-linked performance targets.
- Strong operational expertise across service delivery disciplines including SLA management, workforce planning, quality assurance, escalation management, and continuous improvement.
- Experience leading transformation agendas, including automation, self-service, process redesign, and operating model evolution.
- Strong financial and commercial acumen, including experience managing significant operating budgets and outsourced service contracts.
- Exceptional stakeholder management experience, operating effectively at executive and C-suite level across multiple business functions and international markets.
- Proven expertise in leading, developing, and sustaining high-performing, highly motivated, and consistently high-achieving teams, with strong capability in coaching, performance management, and culture building.
- Hands-on experience using Salesforce CRM and advanced contact center platforms to manage customer interactions, drive operational efficiency, and improve service performance through data and reporting.
- Strong analytical capability with the ability to translate insight into action and measurable business impact.
Skills
- Customer Service Leadership
- Member Services
- Customer Success
- Contact Centre Operations
- Service Strategy
- Operational Excellence
- Member Lifecycle Management
- Team Leadership
- Automation
- Process Redesign
- Insight Led Operations
- Data Analysis
- Stakeholder Management
- Cross-Functional Leadership
- Technology Enhancement
- AI
- Digital Self-Service
- Governance
- Risk Management
- Compliance
- Salesforce CRM
- Contact Centre Platforms
Location
- Global
Work Type
- Full-time
Experience Level
- Senior Leadership
Benefits
- Competitive compensation packages
- Global benefits and perks
- Training to develop technical and managerial skills
- Annual Every House Membership
- 50% off Food & Drink, 7 days a week
- Staff Room Rates
- Private Health and Dental Care
- Weekly Pay
- Life Assurance
- Up to 50% Staff Discount on Cowshed & Soho Home
- In Office Dog Policy on Fridays
- Season Ticket Loan
- Christmas Office Closure
- 2 days paid a year to support a charity of your choice
- Free Counselling Sessions
- Cookhouse & House Tonic programmes (food and drink trainings, events, and opportunities)
- Continuous training for personal and professional development
- Exclusive access to benefits platform with hundreds of discounts
- Team Events (fitness sessions, cinema screenings, art classes)
About the Company
- Soho House is a global hospitality group.