Membership Manager

Our client, a renowned membership organisation based in London, is looking for an experienced and passionate Membership Manager to oversee and manage their Membership function. The ideal candidate will have a strong understanding of membership environments and a proven track record in the industry.

Job Title: Membership Manager

Contract: Full-time, Permanent (Hybrid – 3 days in London office / 2 days remote)

Reports To: Chief Operating Officer

Salary: £35k - £40k

Duties and Responsibilities:

Membership Administration and Communication:

• Serve as the first point of contact for Membership inquiries, providing customer-focused, friendly, and knowledgeable service.
• Oversee the annual Membership renewal process, including pricing review.
• Manage the new Member application process, ensuring high-quality service.
• Regularly review and improve Membership workflows and internal processes.
• Provide high-quality customer service to attract and retain members.
• Develop Membership communications and newsletters in collaboration with the external marketing consultant.
• Manage and update the Member areas of the website and regional branches.
• Facilitate the transition of graduates into membership.
• Provide technical support for the Member and Branch areas of the website.
• Maintain accurate member records on the CRM, compliant with GDPR and the UK Data Protection Act 2018.

Membership Engagement and Relationship Building:

• Lead the Membership engagement strategy, reviewing and benchmarking benefits against similar organizations.
• Conduct regular customer satisfaction surveys to identify areas for improvement and implement changes.
• Launch and manage the Membership area, collaborating with subject matter experts on content development.
• Lead the annual Membership events calendar, including organizing workshops, webinars, and other events.

Publications:

• Manage the distribution of publications, creating accurate distribution lists and print numbers.
• Collaborate with editors, printers, and distributors to provide administrative support.
• Oversee direct subscriptions to publications, ensuring high-quality service for subscribers.
• Manage the stock of external journals in the Library, ensuring subscriptions are up-to-date.

Qualifications/Knowledge:

1. Strong understanding of Membership environments with a demonstrable track record.
2. Knowledge of recruitment and retention strategies for membership organizations.
3. Degree-level education; knowledge of the gems and jewelry industry is desirable but not essential.

Experience:

1. Proven experience delivering effective membership services, including sustaining and increasing revenue and numbers.
2. Experience with CRM, CMS (WordPress), MS365, and MailChimp is desirable.
3. Experience managing membership administration, processes, and digital communication programs.
4. Familiarity with financial systems like Direct Debit management and PayPal is very desirable.

Personal Attributes:

1. Excellent customer service, communication, and presentation skills.
2. Ability to work on own initiative, under pressure, and as part of a team.
3. Flexibility to work out of hours and occasionally on weekends for Membership events.

What We Offer:

1. Competitive salary.
2. Enrolment in the pension scheme with a 4% employer contribution.
3. 20 days annual leave, increasing to a maximum of 25 days.
4. Employee Assistance Programme.
5. Continuing Professional Development opportunities, including free enrolment in all courses.
6. Free annual eye test and contribution towards glasses for VDU use only.

Should you meet the above criteria and wish to apply for this fantastic opportunity, please do so by 20 August 2024.