Member Experience Lead

At ahm, we’re on a mission to reimagine what a health and lifestyle brand can be. As Member Experience Lead, you’ll shape how we connect with our members — building a Centre of Excellence that unites lifecycle marketing, personalisation, loyalty, automation, and advocacy into one future-ready function. 

This is a senior leadership role for a modern marketer who thrives at the intersection of creativity, data, and technology. You’ll design experiences that spark connection, build loyalty, and make members feel genuinely cared for — while leading a high-performing team through transformation. 

And here’s the best part: we are currently trialling a four-day work week (with full-time pay) because we believe in flexibility, balance and smarter ways of working. 

What you’ll do 

• Decide if your day is best spent working from home or in the office – there are no mandatory office attendance days here at ahm.  

• Design and lead end-to-end member lifecycle strategy — from onboarding and retention to loyalty and advocacy. 

• Create an ecosystem of communications and experiences that deliver lifestyle-led value and emotional connection. 

• Partner with Digital to embed Marketing Experience (MX) into our app and platforms for seamless engagement. 

• Own and evolve our data strategy, championing insights, ethics, and governance. 

• Leverage martech (including Salesforce) and automation to deliver personalised, scalable experiences. 

• Drive innovation and optimisation, including how we deploy AI to enhance engagement. 

• Collaborate across Brand, UX, Product, Service, and enterprise teams to ensure joined-up, member-first experiences. 

• Lead and inspire a high-performing team, embedding curiosity and customer obsession at the heart of ahm. 

What you’ll bring 

• 10+ years in customer engagement, lifecycle marketing, CRM, or member experience leadership. 

• Proven success in lifecycle strategies driving retention, loyalty, and lifetime value. 

• Expertise in martech, automation, and personalisation platforms (ideally Salesforce). 

• Strong Strategic Capability across -  communications, data, segmentation, analytics, and governance experience. 

• Skilled in multi-channel content and communications. 

• Leadership experience building and inspiring high-performing teams. 

• Ability to influence senior stakeholders and deliver commercial outcomes. 

• Experience in regulated industries and navigating compliance frameworks. 

• Resilience, adaptability, and a growth mindset. 

• Energy and passion for creating meaningful brand experiences and driving growth. 

• A proactive mindset—you don’t just spot opportunities, you make them happen. 

• A collaborative spirit and the confidence to contribute beyond your role, shaping the success of the entire Marketing function. 

• A commitment to ahm’s culture: bold, curious, and always looking for smarter ways to do things. 

• Strong leadership presence, with the ability to influence and inspire across teams.