Group Director, Member Experience

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.

Standard Worldwide:
67 Pall Mall is a private members’ club like no other – founded by wine lovers, for wine lovers.

Standard Worldwide:
This is a club which actively encourages members to share interest in the world’s finest wines with like-minded people; with a diverse wine list crafted to excite, challenge and captivate the club’s members.

Country Specific:
From the historical penthouse on the top floor of Shaw Centre, we exist to bring people together over a shared love of wine, primarily to experience the diversity of our cellar, but also to meet new people and hear new ideas. We want to create a unique ambience, a sense of belonging and community, where wine enthusiasts from all walks of life can enjoy their passion.

Standard Worldwide:
We encourage motivated individuals to join our diverse and inclusive team, where your unique perspectives and experiences are valued and celebrated.