We have a fantastic opportunity for a driven and commercial Membership Manager who, along with Head of Member Engagement will look to develop and implement a membership engagement strategy and plan, which delivers on retention, improved member satisfaction and increased revenue strategies.

You will lead the team to deliver a great service and experience to members through the management of the day to day activities applying quality assurance to all interactions, processes and polices. 

Duties will include:

• Provide direction, role clarity, coaching and support to ensure team members can deliver against objectives.
• Understand the strategy and business objectives and set clear individual and team objectives.
• Undertake all performance management duties in line with company guidelines, taking positive action with any under-performance.
• Develop and maintain a motivated team to achieve individual and team objectives and targets.
• Pro-actively engage in membership networking to better understand their needs either by attending events or via technology.
• Act as function lead for member experience journey.
• With the Marketing and Communications Manager, and based on data, identify and develop strategies to increase member acquisition, retention, upgrading or any other related activities
• Develop membership acquisition, retention, up-grading and CPD targets.
• Manages the delivery of member assessments, achieving YoY increased revenue from this entry route.
• Grow and manage external partner relationships to support delivery for services for member e.g. legal helpline service
• Principal point of contact for disputes/escalation and resolves of behalf of team.
• Manage the membership renewals process seeking ways to reduce passive resignations, improve the member experience and find efficiencies
• Ensure the CPD policy is fit for purpose and deployed effectively.
• Acts as resolution/arbitration for membership CPD issues.
• Ensure the grading policy is fit for purpose and implemented consistently and effectively
• Oversees the collection of subscriptions via Direct Debit and drives take-up of this payment method
• Adhere to required performance reporting requirements as directed by the business.
• Ensure appropriate data analysis tools and processes are in place to deliver reporting requirements
• Contribute to the improvement of data collection, quality, management and usage.
• Interrogate data to identify trends, opportunities and improvements to member benefits, services or processes
• Takes the lead for membership systems, process and policy improvements
• Contributing to the delivery of the wider strategy
• Deputising for “Head of Member Engagement when required.
• As a manager, contributing to the development and wider communication of the function
• Maintains a strong understanding of membership best practice and emerging trends within the wider membership sector.

Person Specification:

• Team and people performance management
• Membership body experience
• Project management experience
• Good working knowledge of GDPR
• Research and action planning experience with a proven ability to investigate, evaluate and analyse information to produce actionable insight to agreed deadlines
• Clear drive to exceed KPIs and deliver consistent revenue and member growth through an always-on approach
• Excellent interpersonal skills, able to proactively network across functions and influence at all levels
• Great negotiation and collaboration skills
• Member focussed; understands the needs of members, responds promptly and ensures the member is at the forefront of their thinking
• Commercial awareness; is able to context insight and recommendations through a good understanding of business drivers and dynamics
• I.T. / systems literacy