Head of Member Experience
other jobs Insight Select Ltd
Added before 1 Days
- England,London,City of London
- Full Time, Permanent
- £87,000 - £92,000 per annum
Job Description:
Full job descriptionHead of Member Experience (12-month FTC) | £87,000 - £92,000 + bonus + benefits | London (Hybrid)
Our client is a leading membership organisation dedicated to supporting businesses through industry-leading services, solutions, and expertise. They are seeking an experienced Head of Member Experience to lead the delivery of an outstanding end-to-end member journey, driving satisfaction, retention, and operational excellence across the organisation.
Responsibilities
*Lead and develop the member experience strategy, ensuring exceptional service delivery and alignment with business objectives
*Manage and inspire high-performing support and retention teams, fostering a culture of accountability and continuous improvement
*Champion the voice of the member, using customer insight and feedback to enhance engagement, satisfaction, and loyalty
*Drive operational performance across a multi-channel service environment, ensuring KPIs and SLAs are consistently achieved
*Identify and implement process, technology, and service improvements to optimise the end-to-end member journey
*Collaborate with key stakeholders across the business to deliver strategic initiatives and improve member retention
Skills
*Proven experience leading customer service, member experience, customer success, or contact centre teams
*Strong track record of improving customer satisfaction, retention, and operational performance
*Experience developing and implementing customer-focused strategies aligned to business goals
*Strong people leadership skills with experience coaching, mentoring, and developing teams
*Proficiency with CRM systems, service technologies, and data-driven decision making
*Excellent communication and stakeholder management skills with the ability to influence at all levels
Package
*Basic salary £87,000 - £92,000+ bonus
*Hybrid working (3 days in the office)
*Excellent pension (personal contribution of 5%, company contribution of 12%)
*Healthcare, dental, cycle to work scheme and many more!
Our client is a leading membership organisation dedicated to supporting businesses through industry-leading services, solutions, and expertise. They are seeking an experienced Head of Member Experience to lead the delivery of an outstanding end-to-end member journey, driving satisfaction, retention, and operational excellence across the organisation.
Responsibilities
*Lead and develop the member experience strategy, ensuring exceptional service delivery and alignment with business objectives
*Manage and inspire high-performing support and retention teams, fostering a culture of accountability and continuous improvement
*Champion the voice of the member, using customer insight and feedback to enhance engagement, satisfaction, and loyalty
*Drive operational performance across a multi-channel service environment, ensuring KPIs and SLAs are consistently achieved
*Identify and implement process, technology, and service improvements to optimise the end-to-end member journey
*Collaborate with key stakeholders across the business to deliver strategic initiatives and improve member retention
Skills
*Proven experience leading customer service, member experience, customer success, or contact centre teams
*Strong track record of improving customer satisfaction, retention, and operational performance
*Experience developing and implementing customer-focused strategies aligned to business goals
*Strong people leadership skills with experience coaching, mentoring, and developing teams
*Proficiency with CRM systems, service technologies, and data-driven decision making
*Excellent communication and stakeholder management skills with the ability to influence at all levels
Package
*Basic salary £87,000 - £92,000+ bonus
*Hybrid working (3 days in the office)
*Excellent pension (personal contribution of 5%, company contribution of 12%)
*Healthcare, dental, cycle to work scheme and many more!
Job number 3846139
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Company Details:
Insight Select Ltd
At Insight Select, people are our business. We pride ourselves on matching energetic and enthusiastic business professionals to their career goals. We...