Head of 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 continuously improve the member experience, setting the benchmark for premium membership service in the industry.

Key Accountabilities..

Global Customer Service Leadership & Operations

• Lead the global membership support function across all channels, designed to optimise quality, speed and scalability. 
• Improve speed of service, resolution, consistency and overall member experience. Managing SLA and KPI performance ensuring alignment in performance, quality and member experience outcomes. 
• Build and sustain a high performing, highly engaged and motivated global team culture, ensuring clear communication, strong leadership capability, structured development pathways and a consistent focus on wellbeing, accountability and excellence across both internal and outsourced teams. 
• Maintain and evolve global service standards, operating procedures and governance frameworks to support a seamless tiered operating model. 
• Oversee workforce planning, capacity management and resource allocation across internal teams and outsourced partners. 
• Drive continuous improvement through process optimisation, service redesign and operational insight. Partnering with Technology and Product teams, internally and externally, to enhance tools, systems and digital support capabilities that support both tiers of service delivery. · Lead escalation management and service recovery for complex or high-profile member issues. 
• Play a pivotal role in leading automation, deflection and process elimination initiatives, identifying opportunities to remove low value manual work, streamline member interactions and improve scalability, with the goal of transforming the service function from a primarily reactive cost centre into a more efficient, insight-led and commercially contributing capability.

Member Success, Retention & Reactivation

• 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 behavioural data, segmentation and insights to optimise engagement strategies. 

Voice of Customer (VoC)

• Lead as global VoC, to ensure there is 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 organisation.

Stakeholder Management & Cross-Functional Leadership 

• Partner with senior leaders across Membership, Operations, Marketing, Data, CRM, Product, Technology, Finance and House teams. 
• Influence strategic priorities using data driven insight and commercial rationale. 
• Ensure alignment of global strategy with local market execution across multiple territories.
• In partnership with Group Support Director provide executive level reporting for C Suite on performance, risks and opportunities.

Technology, Innovation & Service Transformation 

• Partner with Group Membership, Technology and Product teams both internally and externally to enhance support platforms and tools.
• Identify opportunities for automation, AI and digital self-service to improve efficiency and experience
• Lead transformation initiatives to modernise operations and member engagement models. 

Governance, Risk & Compliance 

• Ensure adherence to data protection, privacy and regulatory requirements across all markets
• Maintain robust governance frameworks for complaints handling and service escalation. 
• Oversee operational risk management within the global support function.

Experience Required..

• 10 years+ senior leadership experience in global customer service, member services, customer success or contact centre 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 centre 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.