Group Director, Member Experience

67 PALL MALL SINGAPORE LTD.; Singapore; On-site; SGD 180,000 - 240,000; 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

Stakeholder management

Strategic thinking

Operational execution

Tools

CRM platforms

Job description

Job Purpose

The Group Director, Member Experience is responsible for defining and elevating the end-to-end member experience across the organisation’s international portfolio. The role will establish consistent luxury service standards, strengthen the member value proposition, optimise member journeys and drive improvements across physical and digital touchpoints.

Working closely with senior leadership and cross-functional teams, the role will translate brand and commercial objectives into measurable improvements in member engagement, satisfaction, loyalty and retention.

Key Responsibilities

• Develop and implement global member experience and luxury service standards across all locations.

• Define consistent service, brand and experience benchmarks for existing operations and new openings.

• Map and improve the end-to-end member journey, including acquisition, onboarding, reservations, in-club experience, engagement, renewal and retention.

• Identify and address experience gaps across communications, technology, people and operational processes.

• Establish and monitor member experience measures, including Net Promoter Score (NPS), satisfaction and retention indicators.

• Review and strengthen the member value proposition, membership benefits, renewal strategies and competitive positioning.

• Lead improvements in member data quality, CRM adoption and personalisation capabilities.

• Partner with Technology and business teams to enhance member-facing digital platforms, including portals, applications and reservation tools.

• Ensure consistency across digital and physical member touchpoints.

• Work with global and local teams to improve service delivery, operational efficiency and execution standards.

• Analyse member feedback, data and market trends to identify opportunities for experience and commercial improvement.

• Lead cross-functional member experience initiatives and provide strategic recommendations to senior leadership.

Requirements

• Significant senior-level experience in member experience, customer experience, luxury hospitality, premium lifestyle, luxury retail or a related service-led environment.

• Proven experience developing and implementing customer or member experience strategies across multiple markets or locations.

• Strong understanding of luxury service standards and premium customer experience principles.

• Experience in customer journey design, CRM, customer data and personalisation strategies.

• Strong commercial acumen with an understanding of customer acquisition, engagement, retention and lifetime value.

• Strong stakeholder management, influencing and cross-functional leadership skills.

• Ability to combine strategic thinking with hands-on implementation and operational execution.