Global Head of Luxury Member Experience & Journeys

67 PALL MALL SINGAPORE LTD.; Singapore; On-site; SGD 350,000 - 520,000; Full time

Job summary

67 Pall Mall Singapore Ltd. is seeking a Group Director, Member Experience to define and elevate the end-to-end member journey across its international portfolio.

You will establish luxury service standards, strengthen the member value proposition and drive improvements across physical and digital touchpoints. Working with senior leadership and cross-functional teams, you will translate brand and commercial objectives into measurable improvements in engagement, satisfaction, loyalty and

Qualifications

• Significant senior-level experience in member or customer experience and luxury sectors.
• Experience developing and implementing strategies across multiple markets.
• Strong understanding of luxury service standards and premium customer experience.
• Experience in customer journey design, CRM and personalization strategies.
• Strong commercial acumen with focus on acquisition, engagement and retention.
• Proven stakeholder management and cross-functional leadership abilities.

Responsibilities

• Develop and elevate global member experience and luxury service standards across locations.
• Define benchmarks for existing operations and new openings.
• Map and improve end-to-end member journey including onboarding, reservations and renewals.
• Identify gaps across communications, technology, people and processes.
• Establish and monitor measures like NPS, satisfaction and retention.
• Strengthen member value proposition and renewal strategies.
• Lead improvements in data quality, CRM adoption and personalization.
• Collaborate with Technology to enhance digital platforms and portals.
• Ensure consistency across digital and physical touchpoints.
• Drive improvements in service delivery, efficiency and execution standards.
• Analyse feedback and market trends to find improvement opportunities.
• Lead cross-functional initiatives and advise senior leadership.

Skills

Senior experience

Member experience

Luxury hospitality

Premium lifestyle

Luxury retail

CRM personalization

Cross-functional leadership

Job description

67 Pall Mall Singapore Ltd. is seeking a Group Director, Member Experience to define and elevate the end-to-end member journey across its international portfolio.

You will establish luxury service standards, strengthen the member value proposition and drive improvements across physical and digital touchpoints. Working with senior leadership and cross-functional teams, you will translate brand and commercial objectives into measurable improvements in engagement, satisfaction, loyalty and