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…