Head of Membership

4 weeks ago

East Midlands, United Kingdom Eileen Richards Recruitment Full time

Head of Membership
Hybrid working from either Nottingham, Derby, Leicester or Chesterfield
C£45,000p.a. + uncapped commission, bonus & benefits
* Are you a confident and motivational leader of a small sales team?
* Do you excel at building relationships with key stakeholders?
* Do you want to work for an organisation that promotes collaboration and celebrates success?
The Company:
ER Recruitment is excited to be working exclusively with the East Midlands Chamber of Commerce on it’s Head of Membership position as part of its senior leadership team to support delivery of an excellent customer experience for members, leading to maximising membership retention.
The successful candidate will lead by example through providing excellent account management for a portfolio of members and build & maintain positive business relationships, along with driving process improvements, line managing a sales team/customer care team and raising awareness of products/services.
Role & Responsibilities of the Head of Membership:
* Responsible for overseeing the Membership Team performance to ensure that the Membership team deliver a quality service and high-level of customer service to all members.
* Performance manage all direct reports to achieve their relevant targets including regular meetings and appraisals, identifying training needs, etc.
* Ensure all direct reports fully utilise appropriate platforms including the CRM system.
* Manage and support direct reports on a day-to-day basis ensuring performance against targets and budget, compliance, knowledge and satisfaction, taking advice and support from the portfolio Director or HR where required.
* Ensure all services are properly accounted for, including timely invoicing.
* Support the portfolio Director to develop the function including raising awareness of products and service to increase member engagement.
* Setting the annual budget with support from the portfolio Director, performing the monthly review of accounts and ensuring that the budget is meeting.
* Develop and drive process improvements forward for the team to ensure a continually improving service for our customers.
* Deliver monthly reporting to Directors.
* Ensure all associated administrative duties are carried out accurately and in a timely fashion.
* Working with the Director of the portfolio to ensure the membership strategy is in place and communicated with the wider organisation in a meaningful way.
* Provide an excellent level of customer service to all members including setting an example for team members and handling any escalated or potential customer issues.
* Identify and generate sales leads, with a focus on recruiting businesses with 10+ employees.
* Positively contribute to membership sales and retention targets to ensure that key performance indicators are achieved.
* Promote the benefits of Chamber membership to increase engagement with members.
* Working with the Head of Marketing, drive sales campaigns throughout the year to promote Chamber services
* Communicate with colleagues to connect the wider Chamber to appropriate members.
* Generate suitable bookings for member events and maximise engagement including attendance.
About You as the Head of Membership:
* Knowledge of a sales led department and leading a sales team with retention being a key component. Motivator and coach to support team members to succeed.
* Knowledge of budgeting
* Proven operational supervision experience
* Utilising CRMs and data to monitor customer interactions and key performance indicators
* Strong desire for innovation and able to envision and gain agreement on workable value-adding business solutions
* Driven to generate results and a high level of resilience
* Excellent organisational and administration skills
* Strong interpersonal skills including communication and relationship building
* Strong attention to detail while being organised and meticulous
* Must be prepared to work flexibly in terms of working hours
* Full UK Drivers licence and access to own vehicle is essential.
Additional Benefits:
*Hybrid working with 1 day a week in your local office and 1 day per week from the Chesterfield office
*25 days holiday plus bank holidays and your Birthday off each year
*8% non-contributory pension scheme
*Life assurance (death in service support scheme) for your beneficiaries
*2 CSR days to take per year (volunteering activity)
*Access to tax-free childcare and Bike2Work schemes
*Tax free 45p per business mile for cars (up to 10,000 miles per year)
Please note by applying for this role you give consent for ER Recruitment to retain your CV for up to 24 months for the purposes of assisting you to find your next role unless you notify us otherwise.
While we aim to get back to all applicants, if you do not receive a response within 7 working days then unfortunately your application has been unsuccessful on this occasion.
We are here to help with your career so please send a copy of your CV to us. If you know of anyone else who is looking for their next opportunity, please feel free to refer them to us or pass on our details.
We look forward to hearing from you

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