Steeped in history and situated in the heart of Belgravia, The Pembroke stands apart as a unique club for Londoners. From the spirit of our members to the splendour of our events, we are a home for eclectic and excellent living. A place to eat, drink, dance and meet, The Pembroke opens its doors to those who wish to fill their world with the finest experiences, from cocktails to culture, billiards to business. The Head Office is based on-site, within The Pembroke and represents the department responsible for leading and supporting with administration of the club's daily duties.

ROLE OVERVIEW To uphold and elevate the clubs reputation as one of the most desirable and culturally significant private clubs in the city, we are seeking a highly accomplished Operations Director to oversee day-to-day operations and ensure every aspect of the member experience reflects the highest standards of excellence. The Operations Director will be responsible for the full operational leadership of the club, ensuring a seamless, refined and exceptional experience for members and guests at all times. Acting as the central figure of the clubs daily operations, you will guide all Heads of Department and their teams across food & beverage, operations, events and membership. Working closely with the Club Director, you will shape and execute the strategic direction of the club, drive commercial performance, and uphold The Pembrokes identity as one of Londons most sophisticated and culture-rich private members environments. This role requires a dynamic, hands-on leader with deep expertise in luxury hospitality and a natural talent for delivering high-touch, personalised service.

RESPONSIBILITIES Club Operations & Service Excellence Oversee and manage the daily operations of the club, ensuring excellence across all departments including operations, food & beverage, membership, and events. Maintain and elevate the quality of service, ambience, and member satisfaction across all touchpoints. Ensure seamless operational flow, anticipating and resolving issues with discretion and professionalism. Represent the club at all member-facing moments, acting as an ambassador for The Pembrokes ethos and values.

Leadership & Team Development Lead, motivate, and develop Heads of Department and their respective teams to deliver world-class member experiences. Oversee recruitment, onboarding, training, and performance management, fostering a culture of professionalism, refinement and excellence. Inspire a collaborative, service-driven environment rooted in consistency, attention to detail, and continuous improvement.

Strategy, Commercial Performance & Financial Management Collaborate closely with the Managing Director and ownership to define and execute the clubs strategic vision and long-term goals. Monitor and manage financial performance, including revenue generation, cost control, forecasting and profitability targets. Analyse operational performance, identify areas for optimisation, and implement innovative solutions to enhance efficiency and member value. Ensure all reporting - operational and financial - is accurate, timely, and presented clearly to senior management.

Member Relationship Management Build and nurture strong relationships with members, gaining a deep understanding of their expectations, preferences and feedback. Ensure all member enquiries and concerns are addressed with the utmost care, discretion and responsiveness. Collaborate with the Food & Beverage, Events, and Membership teams to deliver memorable, high impact experiences. Uphold a culture of personalised, thoughtful, high-touch service at every level of interaction.

REQUIREMENTS Minimum of 10 years experience in senior management within luxury hospitality, hotels, or private members clubs. Proven leadership with a track record of operational excellence and strong commercial performance. Deep understanding of high-end hospitality standards, member engagement and personalised service. Exceptional interpersonal, leadership, and communication skills with a hands-on, visible approach. Strategic thinker who balances day-to-day precision with long-term vision. Strong financial management skills with experience in budgeting, forecasting and P&L oversight. Highly organised with meticulous attention to detail. Proficiency in hospitality and membership management systems. Established network of industry partners, vendors, and service providers. Ability to thrive in a fast-paced, dynamic environment while maintaining composure and professionalism.

WHAT WE OFFER Best-in-class salary with performance-based bonuses Family meal on shift Industry-leading Learning & Development opportunities Pension scheme including employer contributions. Annual staff award ceremony and party More benefits to be set up as we open

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