Head of Customer / Member Experience

The opportunity

Future Golf is looking for a senior customer leader to take charge of the full member experience from the moment someone joins through to renewal and beyond. The role sits at the centre of how the business supports, educates and retains its members.

You will lead the teams, processes and strategy behind customer service, lifecycle engagement, product updates, member education, loyalty, rewards, retention and renewal performance. A major part of the job is ensuring the customer perspective shapes internal decisions and that members consistently see value from the product, app, partner network and support channels.

This position also carries responsibility for the customer P&L, including renewal revenue, product upgrades, referrals and in-period revenue opportunities. Success in the role will come from improving long-term member value while delivering a clear and consistent experience across every stage of the membership journey.

This is a senior leadership opportunity for someone who can manage an existing team, build scalable operations, and work closely with Product, Marketing and Partnerships to elevate the membership experience.

About Future Golf

Future Golf is changing the way people experience golf through modern technology, flexible membership products and a growing community of golfers.

The company is focused on delivering a strong digital-first experience, helping more people play more golf, and expanding its footprint in Australia while preparing for future growth in the US.

The business already serves 50,000 members and continues to build a broader product and partner ecosystem.

Key responsibilities

• Take ownership of the customer P&L, with accountability for upgrades, referrals, in-term revenue, renewals, churn reduction and long-term member value.
• Act as the internal advocate for members, using analytics and customer insight to guide decisions and improve engagement.
• Lead the customer function across service, lifecycle engagement, CRM, product communications and member satisfaction.
• Own the post-join member journey, from onboarding through renewal, reactivation and advocacy.
• Make sure members are well informed, well supported and actively engaged so they understand the value of their membership.
• Manage customer journeys across email, push notifications, in-app messaging and other engagement channels.
• Drive the product communications approach for new features, app updates, membership changes and education moments.
• Strengthen customer service operations by improving workflows, response quality, escalation paths, systems and service standards.
• Use customer data, support patterns, behavioural insight and renewal results to uncover opportunities for improvement.

Desired experience and skills

We are seeking a leader who can bring strong commercial ownership, customer understanding and operational capability to a fast-moving growth environment.

• Proven experience managing a P&L of $10m+ in a subscription, membership, marketplace or recurring revenue business.
• Background leading customer teams, including direct reports and frontline or casual staff, with the ability to set priorities and performance expectations.
• A strong customer-first approach and a genuine interest in understanding what improves the member experience.
• Hands-on experience with customer insight tools such as Mixpanel, Amplitude or similar platforms.
• At least 5 years of experience using engagement platforms such as Braze, CleverTap or comparable tools.
• Experience designing and improving customer journeys across onboarding, engagement, retention, renewal, reactivation and win-back.
• Solid understanding of app-based, subscription, membership or digital product businesses.
• Experience working across multiple markets, regions, customer groups or product lines.
• Confidence using behavioural data, customer insight and revenue reports to make informed decisions.
• The ability to balance strategy with hands-on execution in a fast-paced scale-up setting.
• Experience in sports, golf, lifestyle, entertainment, community or membership-led businesses would be highly regarded.

Location and working arrangement

• Based in Melbourne, Victoria, with a hybrid working model.
• The office is located in Sandhurst.
• Approximately 3 days per week are expected in the office.
• Remote work is available for part of the week.
• Australian work authorisation is required when applying.

Why this role matters

Future Golf is at an important stage of growth. With a large and active member base, a growing digital product ecosystem and an expanding partner network, there is a major opportunity to improve how members experience, use and renew their membership.

The Head of Customer will play a key role in shaping that next chapter by making sure members are supported, engaged and receiving clear value throughout the year.

If you are ready to lead the customer function at a fast-growing sports technology and membership business, this role offers the chance to make a meaningful impact.