Head of Soho Support, Membership

London, England · UK Support · Posted Sep 23, 2026

At a glance

The Head of Soho Support, Membership is responsible for leading Soho House’s global Member Support and Member Success functions, delivering a best-in-class member experience across all touchpoints and territories.
This is a pivotal leadership role responsible for building and scaling a world-class service organisation that combines member support with proactive and reactive strategies to drive engagement, retention and revenue performance.
The role owns the end to end global service operation and sets the global service strategy, operational excellence framework and member lifecycle approach that underpin loyalty and commercial performance.

Lead the global membership support function across all channels, designed to optimise quality, speed and scalability.
Improve speed of service, resolution, consistency and overall member experience while managing SLA and KPI performance.
Build and sustain a high performing, highly engaged and motivated global team culture across internal and outsourced teams.
Maintain and evolve global service standards, operating procedures and governance frameworks.
Oversee workforce planning, capacity management and resource allocation across internal teams and outsourced partners.
Lead automation, deflection and process elimination initiatives to transform the service function.
Lead the global Member Success function, owning proactive engagement, retention and reactivation strategies.
Own retention and reactivation budgets and deliver against agreed commercial targets.
Lead as global VoC to ensure structured collection and analysis of member feedback.
Ensure adherence to data protection, privacy and regulatory requirements across all markets.

10 years+ senior leadership experience in global customer service, member services, customer success or contact centre operations within a premium, hospitality, lifestyle, subscription or service led business.
Proven track record of leading and scaling complex, multi region service operations.
Extensive experience designing and delivering customer experience, retention and lifecycle engagement strategies.
Demonstrated success owning and delivering commercial outcomes, including retention, reactivation and/or revenue-linked performance targets.
Strong operational expertise across service delivery disciplines including SLA management, workforce planning, quality assurance, escalation management and continuous improvement.
Experience leading transformation agendas, including automation, self-service, process redesign and operating model evolution.
Strong financial and commercial acumen, including experience managing significant operating budgets and outsourced service contracts.
Exceptional stakeholder management experience, operating effectively at executive and C suite level across multiple business functions and international markets.
Proven expertise in leading, developing and sustaining high performing, highly motivated and consistently high achieving teams.
Hands on experience using Salesforce CRM and advanced contact centre platforms to manage customer interactions.