Head of Membership Experience

GORDON YATES; London; Hybrid; GBP 55,000 - 65,000; Full time

Job summary

A leading organization in Central London is looking for a Head of Membership Experience to transform their member journey. This role includes leading user-centered design, developing a membership strategy, and managing team performance for outstanding member engagement and retention.

Benefits

Competitive salary

Excellent benefits package

Qualifications

• Experience in Membership or Customer-Focused Organisations with 10K+ members.
• Proven expertise in service and experience design.
• Strong written and verbal communication skills.

Responsibilities

• Oversee creation of member-centric products and services.
• Develop long-term strategy for membership experience.
• Manage full lifecycle communication strategy for members.

Skills

Leadership

Service & Experience Design

Analytical Mindset

Excellent Communication

Job description

Job Title: Head of Membership Experience

Location:Full-time - Hybrid – London based Office (3 days per week in office, 2 days WFH)
Benefits:Competitive salary, excellent benefits package
Salary:£55,000-£65,000 per annum (dependent on experience)
Contract:Permanent, Full-time

Are you passionate about designing exceptional membership experiences? Our client, a leading organisation in Central London, is looking for a strategic and hands-on Head of Membership Experience to lead the transformation of their member journey. This is an exciting opportunity to shape and deliver a seamless, end-to-end experience for members, driving engagement, retention, and long-term loyalty.

Key Responsibilities:

• Lead Member Experience Design: Oversee the creation of user-cantered membership products and services, ensuring they meet the needs of members and deliver world-class experiences.
• Strategy & Vision: Develop the long-term strategy for membership experience, working closely with internal teams to align on goals and objectives.
• Lifecycle & Communications: Own the full lifecycle communication strategy for members, from onboarding to renewal, ensuring engagement and retention at every stage.
• Community Management: Lead a team of Managers to ensure outstanding experiences for core member groups, including global members and micro-communities.
• Data-Driven Decision Making: Use qualitative and quantitative insights to drive continuous improvement in member experience, conversion, and retention.

What We’re Looking For:

• Experience in Membership or Customer-Focused Organisations: Proven track record in designing scalable, user-cantered membership experiences in organisations of 10K+ members.
• Service & Experience Design Expertise: Strong knowledge of user research, journey mapping, prototyping, and digital engagement.
• Leadership: Experience managing and motivating cross-functional teams and influencing senior stakeholders.
• Analytical Mindset: Ability to use data to uncover pain points, measure success, and drive improvements.
• Excellent Communicator: Strong written and verbal communication skills with the ability to translate complex ideas to diverse audiences.

Why Our Client?Join a forward-thinking organisation committed to fostering a vibrant, engaged community of members. Our client offers a supportive and inclusive environment with a competitive salary and a comprehensive benefits package.

If you’re ready to lead the charge in transforming the membership experience, apply today!

Apply today or get in touch for a confidential conversation.