Member Experience Manager - London

Membership
Ref: 175 Date Posted: Wednesday 14 Oct 2020
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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

 

The Role

 

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

 

Essential

 

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

education sector

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

 

Desirable

 

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.

 

membershipbespoke is acting as recruitment business in relation to this role. membershipbespoke positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

 

membershipbespoke remains the only specialist recruitment organisation in the UK, which offers a dedicated service tailored to the needs of Trade Associations, Unions, Professional and Regulatory Bodies.

 

 

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