Membership Engagement Manager - London

Membership Sales
Ref: 124 Date Posted: Monday 10 Feb 2020
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Membership Engagement Manager

Chartered Membership Organisation

Central London

Basic Salary Up to £35,000 excellent benefits including pension, 28 days holiday, flexible working, season ticket loan, cycle to work scheme, training and development

Full Time, Permanent

 

My client a leading and reputable chartered membership organisation is currently looking for a Membership Engagement Manager. 

The Role

The Member Engagement Manager is responsible for working with the Head of Membership to ensure that members are fully engaged with the Chartered Membership Organisation an its benefits and renew through a seamless retention experience. The role inputs into the engagement and retention strategy and manages the implementation of the strategy, including working with the Head of Membership, communications and marketing colleagues to build renewals campaigns. The role also leads on group membership activation and account management of Appropriate Bodies. The Member Engagement Manager line manages the Customer Service Officer to ensure that members receive a high-quality customer service and that the Chartered Membership Organisation has the member required to inform decision-making.

Main Responsibilities

Ensure first-class service levels are delivered, increasing engagement and retention rates and contributing to the sustainability of the Chartered Membership Organisation

Develop and refine a member engagement, retention and conversion plan to proactively engage the members and deliver on the strategy

Lead on activation of group membership accounts

Lead on the onboarding of new Fellows

Undertake workshops, webinars and activities for groups of teachers to encourage membership engagement and renewal

Work closely with the Head of PR and Communications and Marketing and Communications Officer to develop an annual plan of communications for members

Maximise membership growth opportunities by playing an active role in the membership team to ensure coherence between new membership and retention activity

Lead on the account management of Appropriate Bodies to improve activations, delivery a high-quality service and support renewals

Own, drive and manage the renewals process in collaboration with the wider team

Manage a large portfolio of existing members with a strong focus on engagement and delivering renewals

Identify member requirements, uncover risks and issues, and demonstrate strong account management and commercial capabilities to drive renewal to on-time closure

Work with the Head of Product to conduct member surveys and focus groups to assess the membership products and services and member requirements, and make recommendations for deepening member engagement

Work closely with colleagues across the chartered membership organisation to deliver successful campaigns

Accurately record data and report on progress to KPIs

Ensure that contacts and communications are compliant with relevant data protection and security standards, and work with the Head of PR and Communications to ensure high quality communications to members

Provide leadership and development of individuals within the team, including setting clear objectives, responsibilities, performance standards and development goals and managing these accordingly – through informal coaching and feedback and formal discussions including regular one to ones and appraisals

Arrange and participate in meetings, including the fortnightly office meeting, and other activities as required

Attend and participate in CPD learning activities and training to maintain and develop your knowledge and skills

Perform other activities as and when required in order to fulfil the purpose and requirements of your role.

 

Skills and Experience required

Knowledge, Qualifications and Experience:

Experience of and demonstrable success in account management

Experience of membership engagement and / or retention is highly desirable

Experience of process management

Experience of data validation and verification – data will need to be cross-referenced

Prior knowledge of Salesforce product, capabilities and best practices

Experience of email marketing, push notifications and SMS are desirable (for future marketing in line with the organisation system development time frames)

Ability to manage transactions through every stage of the renewal cycle

Experience of working in the education sector is desirable

 

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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