Steeped in history and situated in the heart of Belgravia, The Pembroke stands apart as a unique club for Londoners. From the spirit of our members to the splendour of our events, we are a home for eclectic and excellent living. A place to eat, drink, dance and meet, The Pembroke opens its doors to those who wish to fill their world with the finest experiences, from cocktails to culture, billiards to business.
ROLE OVERVIEW
We are seeking a sophisticated, visionary and charismatic leader to take ownership of the entire member experience at this brand-new club in the heart of Belgravia. Our community of members will be renowned for their distinguished connections and their expectation of outstanding hospitality, food, entertainment and culture within a truly luxurious environment.
The Chief Member Officer is a newly created, senior strategic role that sits at the heart of the club's leadership. Reporting directly to the Club Director, you will have overall responsibility for the membership team, the members’ events team and the marketing and communications department — ensuring that every touchpoint of the club and the way it communicates ladders up to deliver the finest member experience in London.
You will be the champion of the members at every level of the organisation, driving a culture in which the member experience is never an afterthought but the central organising principle of everything the club does. This is a unique opportunity to shape a community from the ground up, building and executing strategies that attract, retain and delight members to the very highest standard.
RESPONSIBILITIES
Strategic Leadership & Vision
- Set and own the overarching member experience strategy, ensuring every department under your remit aligns with the club's values and ambitions.
- Act as the senior voice of the members across the club's leadership team, championing their experience in all strategic discussions and decisions.
- Lead, inspire and develop three distinct teams — membership, events and marketing and communications — fostering a collaborative, high-performance culture.
- Provide clear direction, mentoring and professional development to department heads and their teams, driving excellence and accountability at every level.
- Hold regular cross-team meetings to align on member communications, upcoming events, new members and feedback themes.
Member Experience & Engagement
- Own the end-to-end member journey, from first enquiry through onboarding, ongoing engagement and long-term retention — ensuring every interaction reflects the very best the club has to offer.
- Establish and nurture deep, trusted relationships with members, acting as a senior point of contact and ensuring their voice is heard and acted upon.
- Engage regularly with members in the club, attending events and building authentic relationships with members and their guests.
- Oversee the delivery of an exceptional events programme that adds genuine value to membership and strengthens the sense of community.
- Implement initiatives that keep members engaged, celebrated and connected to the life of the club.
Brand, Marketing & Communications
- Take strategic ownership of the club's marketing and communications output, ensuring all messaging, collateral and campaigns are consistent, on-brand and reinforce the member experience.
- Ensure every channel through which the club communicates — digital, print, social or in-person — reflects the club's positioning and serves the member first.
- Lead the development of compelling content and communications that resonate with the club's discerning membership and attract prospective members of the right calibre.
- Work closely with the Club Director and wider leadership to evolve the club's brand as the community grows.
CRM, Data & Reporting
- Maintain ultimate responsibility for the membership CRM, overseeing data integrity, seamless processes from enquiry to onboarding, and integration with other departments and systems.
- Define and track KPIs that measure membership growth, engagement, satisfaction and retention, reporting regularly to the Club Director with clear insights and recommendations.
- Analyse membership trends and pipeline health, identifying opportunities and risks to ensure growth remains in line with the club's values and long‑term vision.
Cross‑Functional Collaboration
- Work in close partnership with operations, reception, reservations and F&B teams to ensure members and their guests receive a seamless, consistently exceptional experience across every area of the club.
- Act as the connective tissue between departments, ensuring awareness of the cultural and events programme and a shared commitment to the member above all else.
Budget & Commercial Oversight
- Develop and manage the budgets for the membership, events and marketing & communications departments, monitoring performance and reporting to the Club Director on a regular basis.
- Identify and realise opportunities for revenue growth through membership initiatives, events, partnerships and member‑facing activations.
- Ensure all departments operate within agreed financial parameters while continuing to deliver an exceptional standard of service.
REQUIREMENTS
- Senior leadership experience within a luxury hospitality, private members' club or comparable high‑end environment.
- A proven track record of owning the member or customer experience at a strategic level, with the ability to translate vision into operational excellence.
- Experience leading multiple teams or departments, with the gravitas and warmth to inspire those around you.
- Exceptional communication and interpersonal skills — polished, perceptive and at ease with a discerning, high‑profile membership.
- Strong commercial acumen with the ability to manage budgets and identify revenue opportunities.
- A data‑driven mindset, comfortable with CRM systems, analytics and reporting.
- Deep understanding of brand, marketing and communications, and how they shape the perception and experience of a club or luxury environment.
- A genuine passion for hospitality, community and delivering experiences that exceed expectation.
WHAT WE OFFER
- Best‑in‑class salary
- Family meal on shift
- Industry‑leading Learning & Development opportunities
- Pension scheme, including employer contributions
- Annual staff award ceremony and party
- More benefits to be set up as we open
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