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Member Services Director

Job Title: Member Services Director
Contract Type: Full Time
Location: Hammersmith and Fulham, London
Industry:
Salary: £65000 - £70000 per annum + 10% bonus
REF: DP856_1507732810
Contact Name: David Peacock
Contact Email: dp@leisurepeople.com
Job Published: 5 days ago

Job Description

Member Services Director Hammersmith up to 70K +travel

I am looking for a members services director to take full responsibility for leading a high performance customer service and member experience team based from the European Headquarters of an award winning property and lifestyle business with a global footprint. As member services director you will be responsible for all aspects related to the delivery, control and management for a well-established and growing number of high net worth individuals and their families and friends who have bought into a service that is built around world class customer service and operational standards.

Responsibilities include:

  • Defining processes and procedures to ensure the highest quality and consistent service delivery in its finest detail.

  • Devising and implementing web/iPad functionalities for the most seamless and convenient member journey possible.

  • Refine all stages of the Member Journey, service delivery processes & quality standards to deliver outstanding, highly personalised and best-in-class service

  • Clearly setting out KPI's for each role and devising /implementing a staff performance tracking and reward system

  • Tracking and analysing member feedbacks, making companywide suggestions for service improvements and implementing those

  • Refining/proposing/managing a member rewards system, referral activity, longevity of membership

  • Recruiting, training, managing, motivating and incentivizing the member services to deliver

  • Refining a range of experiences for each location to deliver the most memorable stays possible for

  • Ensure all billing and administration is managed and charged back seamlessly and efficiently

  • To manager and grow the number of partnerships that will provide a unique value add, access, convenience or experience for a Member.

For this high profile and demanding position candidates must be able to demonstrate:

  • Significant board level experience in luxury hospitality service delivery

  • Possess an advanced hospitality management degree from a top global hotel school

  • Can articulate and demonstrate an outstanding record of leading and developing teams to outperform

  • Are hands on with a strategic and analytical mind with excellent IT skills.

  • Ability to focus on minute details in context of bigger picture objectives

  • Have advanced IT and database management skills

  • Personal attributes of integrity, charisma, loyalty and assertiveness.

  • A willingness and ability to travel across the globe


My client is offering market leading financial package with a basic salary of up to 70K, a 10% performance related bonus, 25 days annual holiday with significant opportunities to travel.