Member Experience Manager
Information Services – Education Sector
St Paul’s, City of London (once restrictions are fully lifted)
Basic Salary £28,000-£32,000, OTE £32,000-£36,000 with excellent benefits including Annual Leave 22 days 1st year, 25 days 2nd year, 28 days in 3rd year, Life Assurance, Corporate Gym Membership, Pension Scheme, Season Ticket Loan, Refer a friend bonus, Cycle to work scheme, Free eye tests, free flu jabs, childcare vouchers.
Hours - 8-4, or 8:30-4:30
Full Time, Permanent
My client a market-leading information services, professional development and online platform solutions organisation within the education sector based in the City of London is currently searching for a Member Experience Manager
We are looking for a relationship manager or customer success professional who is looking to take the next step in their career. You will manage a team of 2 Member Experience Officers as well as the entire post-sale experience of approximately 150 accounts, reporting directly to the Head of Member Success.
The organisation is embarking on a journey to embed a Customer Success philosophy into the business: you will bring your experience to the table, using it to play a critical role in the development and adoption of a Customer Success framework for our mid-market accounts, inputting into and designing how we provide world-class service to our members throughout their time with us, through a balance of human contact and technology.
Using your excellent time management skills and resourcefulness, you will also be accountable for the retention and cross-sell of other services in order to increase the lifetime value of your accounts, by providing valuable engagement at each lifecycle stage from onboarding, through to renewal. You will lead and guide the Member Experience Officers to do the same
Experience in customer success, sales or relationship management
Line management experience
Exceptional time management and prioritisation methods
Proficient in reporting methods and tools such as Salesforce, Tableau and Excel
Knowledge of or interest in the UK
Good influencing and negotiation skills
A genuine passion for our members and a motivation for providing an outstanding experience throughout their member journey
Possess good command of written and spoken English to produce high quality, accurate written materials
Excellent communication skills that allow for strong cross-team collaboration
Strong project management skills
Curiosity and proactiveness to drive improvement
Experience within a membership or subscription based organisation
Experience of being part of a start-up customer success team
Knowledge of Salesforce CRM and/or Zuora subscription platform, and/or Gainsight
Ability to collate and present data to develop a case for a particular course of action
Can work creatively to resolve problems and develop new initiatives
Be willing to take on cross-team responsibilities, working with others to achieve wider team goals and development
To apply to this role please send your CV
Due to the volume of applications we are only able to contact successful applicants. Therefore if you have not heard from us within 10 working days please deem your application as unsuccessful on this occasion.
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