Department: Global Leadership Team
Reporting to: Global Commercial Director
Responsible for:
- Global Membership Strategy and Execution
- Global alignment on Membership management and SOPs
- Regional and Local Membership Teams
- Global Member Journey & Experiences
- Global Reporting
- Global Team hires
KEY RESPONSIBILITIES
Strategic Leadership & Operations
- Design and execute a global membership roadmap, in line with business objectives.
- Lead regional Heads of Membership, ensuring best practices are shared and implemented.
- Partner with leadership teams in each club to align local initiatives with global standards.
- Act as brand guardian and thought leader for all membership-related initiatives globally.
- Develop reporting structures and analytics dashboards to measure success and member engagement.
Acquisition & Engagement
- Oversee and drive innovative global acquisition strategies, leveraging digital tools, events, referrals, and partnerships.
- Work with the Events, Marketing, and Comms teams to create and curate globally-aligned events that resonate with diverse markets.
- Lead cross-regional campaigns to encourage club-to-club visits, referrals, and global community building.
- Develop member lifecycle journeys tailored to both regional preferences and global brand standards.
Member Experience & Retention
- Champion a member-first culture across all clubs and teams.
- Ensure the delivery of seamless, luxury experiences - from onboarding to everyday interactions.
- Create global feedback mechanisms to understand needs and adapt offerings accordingly.
- Oversee development of high-end lifestyle experiences, exclusive wine trips, and VIP programming.
Technology & Systems Integration
- Spearhead implementation of an integrated global membership systems, onboarding tools, and data systems.
- Partner with IT and Digital Product teams to enhance UX and backend efficiency.
- Use insights and analytics to personalise experiences, improve retention, and drive sales.
People Leadership & Development
- Build, inspire and develop a high-performing global membership team.
- Lead recruitment, training, appraisals, and professional development of team members.
- Promote internal collaboration and mobility to foster shared learning and growth.
Brand, Partnerships & Representation
- Represent 67 Pall Mall at global events, tastings, launches, and industry functions.
- Forge strategic alliances with luxury, travel, hospitality, and wine brands to enhance member value.
- Act as ambassador for the 67 Pall Mall culture and ethos in all markets.
KEY SKILLS & QUALITIES
- Minimum of 5 years experience working with an international private members luxury wine club.
- Strategic thinker with deep operational knowledge and commercial acumen
- Strong understanding of luxury or private membership models
- Excellent interpersonal and communication skills
- International leadership experience across cultures and teams
- Tech-savvy with experience in CRM, data analytics, and systems implementation
- High emotional intelligence and a genuine love of hospitality
- Ability to travel frequently and work across time zones
