Posted on Mon Jun 2026
Head of Member Experience
12-16 month FTC (maternity cover)
Up to £92,000 + 15% discretionary bonus
An established, purpose-driven logistics organisation is seeking a senior leader to take ownership of its member experience and lead its next phase of development. This is a strategic role with broad scope, combining leadership of a multi-channel service function with responsibility for shaping how members engage with the organisation over time.
The organisation offers a supportive and collaborative working environment, along with flexibility and a genuine commitment to continuous improvement. This is an opportunity to take on a visible leadership role and have a clear, lasting impact on how members experience the organisation day to day.
You will be accountable for the overall quality of the member journey, from initial onboarding through to ongoing support and retention. The focus is on creating a more responsive, insight-led approach that improves satisfaction, strengthens engagement and reduces attrition, while ensuring the operation remains efficient and scalable. Put simply, you will be responsible for making sure the experience lives up to the organisation’s ambition.
Key aspects of the role include:
The position also involves building team capability and embedding a performance-focused, member-centric culture, while working closely with senior stakeholders to ensure member insight shapes priorities and decisions. It would suit someone experienced in leading customer or member-facing operations, comfortable across both strategy and delivery, with a track record of improving services and influencing at a senior level.
Elle began her recruitment experience in 2018, predominantly within Retail Fashion and Luxury Fashion. Her experience now focuses on Digital Transformation and Technology, where she dedicates herself to build lasting relationships and delivers efficient, tailored recruitment solutions.
