Membership Manager

Job Description

Membership ManagerSports Membership CharityHybrid - Guildford, SurreySalary: £37,962 - £42,188 dependent on experience plus benefits including 25 Days Holiday plus Bank Holidays, Pension Scheme, Cycle to work scheme, Membership Scheme Enrolment, Perkbox, Group Life Assurance, Staff VolunteeringFull-time, PermanentMy client, a leading sports membership charity based in Guildford is currently recruiting for Membership Manager to manage a membership, fundraising team and drive member growth and strategy.The Role of Membership ManagerThis role leads on our engagement & retention strategy, responsible for delivering an excellent member experience through the development of personalised customer journeys, streamlined operations, outstanding customer experience and tactical retention initiatives.Specific Duties:Engagement & Retention

• Lead the development of customer engagement and retention strategies.
• Develop new tailored customer journeys and plans to deepen engagement, enhance retention and loyalty.
• Work across the charity to develop multi-channel engagement, retention initiatives and campaigns.
• Take an insight-led approach to all work, developing new insights such as customer motivations and behaviours as well as industry standards and best practice
• Develop streamlined onboarding and renewal processes that encourage members to make the most of their membership
• Lead the development of robust lapsed and cancellation customer journeys, reporting and churn plans
• Work with the Head of Membership to develop targets, retention income/expenditure reports and supporting narrative.

Supporter Care

• Ensure excellent customer experience through the development of systems and processes, team training and the evaluation of feedback from supporters. Work with the team to continually improve satisfaction.
• Lead and motivate the Member and Supporter care team to deliver against SLA targets and provide customer satisfaction and retention.
• Manage and supervise membership activity including inbound and outbound telephone routine calls and specific campaign. As well as administrative processes for specific projects related to membership.

Operations

• Deliver continuous improvements to the existing customer experience, working closely with IT to support the move to a digital led approach. Ensure all the necessary operational systems and processes are in place for the membership team.
• CRM champion lead - oversee all CRM improvements to ensure the customer journey is optimised.
• To manage relationships with external suppliers
• Lead in ensuring operations are compliant with regulations that govern data protection codes, financial data protection, accurate information provision and all other areas of compliance.

General

• Actively contribute, generate ideas, participate in and give feedback on the wider work of the Commercial team and other colleagues where relevant.
• Other duties and projects as may be specified by line managers and by the Chief Executive from time to time.
• Some weekend and out of hours work may be necessary.

Person Specification EssentialStrong understanding of the membership landscape within not-for-profit, commercial and other settingsPrevious membership, sales or marketing experience in comparable industryExcellent customer service skills, with the ability to discern customer needs and wantsExcellent working knowledge of database management and CRMSound knowledge of legislation affecting membershipTeam line management experienceExcellent organisation skills, with demonstrable experience in managing multiple projects or campaigns simultaneouslyExcellent verbal and written communication skillsHigh levels of computer literacy, including MS OfficeStrong analytical skills; an ability bring data to life to provide meaningful insightsSolution focused, with experience in overcoming obstacles, problem solving and delivering against targets in challenging environments.Passion to explore new membership trends and bring innovation to your workA can-do, hands-on attitude to work, concentrating on solutions rather than focussing on difficultiesAttention to detailA supportive and collaborative colleagueDesirableEducated to degree level or equivalentDemonstrable experience of managing and leading a retention functionExperience in achieving commercial outcomes and driving growthAn ability to see the big picture, understand competing priorities and work to deliver the best results for the organisation.To apply to this role please send your CVDue 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.Membership Bespoke is acting as a recruitment business in relation to this role. Membership Bespoke 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.Membership Bespoke is the most experienced membership-focused recruitment firm in the UK, with 10+ years of experience delivering tailored permanent, temporary, interim, and Executive Search recruitment solutions to Trade Associations, Regulatory Bodies,Political Parties, and Professional Bodies.