Global Head of Member Experience & Support

Soho House & Co.; Greater London; On-site; GBP 150,000 - 190,000; Full time

Benefits offered by this job

Annual Every House Membership

50% off Food & Drink

Staff Room Rates

Private Health and Dental Care

Weekly Pay

Life Assurance

Staff Discounts on Soho Home

In Office Dog Policy on Fridays

Season Ticket Loan

Charity volunteer days

Counselling Sessions

Training and discounts platform access

Job summary

Soho House & Co. is seeking a strategic Head of Soho Support, Membership to lead global Member Support and Member Success. This senior role shapes a world-class service function spanning multiple territories and channels, driving engagement and revenue while reducing churn.

You will oversee end-to-end service operations, set strategy, governance, and a high-performing team culture. The role emphasizes automation, data insights and a commercially contributory service model.

Qualifications

• 10+ years in senior global customer service or member services leadership.
• Proven ability to scale multi-region service operations.
• Experience delivering CX, retention and lifecycle engagement strategies.

Responsibilities

• Lead global membership support across all channels to optimise quality, speed and scalability.
• Improve service speed, resolution and consistency while aligning with SLA and KPI targets.
• Build and sustain a high performing global team culture with structured development and wellbeing.
• Maintain governance frameworks and tiered operating models; oversee capacity and resource allocation.
• Drive automation, self-service and process redesign to convert the function into a commercially contributory capability.
• Partner with cross-functional teams (Technology, Product, Marketing, Data, CRM) on initiatives.
• Own VoC collection, analysis and translate insights into actionable leadership recommendations.
• Provide executive-level reporting on performance, risks and opportunities.

Skills

Leadership

Stakeholder management

Automation

Data analytics

Sales orientation

Tools

Salesforce CRM

Contact centre platforms

Job description

Soho House & Co. is seeking a strategic Head of Soho Support, Membership to lead global Member Support and Member Success. This senior role shapes a world-class service function spanning multiple territories and channels, driving engagement and revenue while reducing churn.

You will oversee end-to-end service operations, set strategy, governance, and a high-performing team culture. The role emphasizes automation, data insights and a commercially contributory service model.