Head of Soho Support, Membership

About this role

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.