Membership Engagement Manager
Chartered Membership Organisation
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 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.
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.
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