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Open nowPosted today

Group Director, Member Experience

MyCareersFuture92,121 open roles

Pay
SGD 9,000 – SGD 11,000 a month
Where
Central, Singapore
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Your applicationOpen nowGroup Director, Member ExperienceMyCareersFuture · Central, Singapore

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The clock on this job

Early applications get read.

8.0% of postings close within 7 days. Measured by our own scanner across the market. MyCareersFuture postings stay open a median of 3 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 8.0%7 days
  4. 15.0%14 days
  5. 34.2%30 days
This job: posted today

MyCareersFuture median: 3 days open

The posting

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.
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