Senior Membership

**Exciting opportunity with the Institute of Health Visiting to help support our members**:
**Senior Membership & Systems Officer**

**Based: Home-based and the Emsworth Office, Hampshire**

**Permanent**

**Part-time or Full-time**

The Institute of Health Visiting (iHV) is seeking to appoint a full-time or part-time Senior Membership and Systems Officer to deliver a high standard of service to our existing members and new members.

This key role will see you increase engagement with our members and support the delivery of key member products and services, developing engagement plans and monitoring trends to support growth in iHV membership.

You will ensure members get access to all parts of the membership offer, maximising membership value. Using membership systems, you will ensure that the needs of our members are personalised and that their user journey is at the forefront of all that you do.

The iHV is a virtual organisation and the post-holder will work from home, with an expectation that you would need come into the Emsworth office 1-2 days per week, with occasional travel for meetings and conferences required.

The right person will be comfortable with the technical requirements of hosting membership events on virtual platforms such as Zoom and MS Teams, and have excellent interpersonal skills in order to communicate effectively to plan and organise these events.

The role entails using a wide range of systems, platforms and software to support with membership payment collection, compiling reports, keeping a membership database, communicating to our members and also a wide range of administrative duties. The post will require someone that has experience in using Customer Relationship Management (CRM) systems like Salesforce and other payment, membership and events systems (e.g. Eventbrite) or has used similar platforms and is eager to learn.

In return for joining us with this skill base, we offer you the opportunity to join a unique and vibrant National charity and professional body where two days are never the same.

You will work closely with our Head of Professional Services, Head of Operations, CEO and Corporate Team.

**Senior Membership & Systems Officer: Full-time. Part-time. Permanent role.**

**Salary**:iHV Band 3b: £27,630-£31,562

**Hours**:Full-time, 37 hours per week or Part-time options available.

**The iHV is a flexible working employer, there are core hours of work for this post but we can offer flexibility for employees on request.**

**Key Areas of Responsibility**

**1. To lead on the administration of the Customer Relationship Management (CRM) membership database system, and other I.T. systems that support the membership process**:

- To lead on maintaining the CRM membership database to ensure that records and information are kept current and comply with GDPR requirements.
- To ensure activation of new memberships and deal with cancellations in an efficient manner, carrying our exit analysis with cancelled members.
- To update member records, ensuring weekly database backups are downloaded and stored in case of system failures.
- Supporting and exploring the SF system to maximise its potential use for the iHV.
- To actively participate in data cleansing processes to ensure compliance with GDPR requirements.
- To lead on the synchronising of Salesforce with Campaign Monitor, EventBrite, Xero and any other purchased systems that improve the member experience.
- Lead on helping to troubleshoot any problems related to our digital membership payment, database and website software.

**2. Map and review the member journey, ensuring that each member’s journey is personalised and they are able to maximise the value of their membership.**

**3. To deal with members politely and professionally, supporting them to rectify issues efficiently so they can maximise the value of their membership.**

**4. To attend regular membership meetings to support quality improvement, contribute to solutions to resolve any issues, and implement actions.**

**5. To lead on the management of corporate memberships, providing professional proposals and quotations for new enquiries and a point of contact for existing corporate organisations throughout their membership period. Ensure up to date and accurate organisation staff lists, negotiating renewals and carrying out associated tasks (updating staff on Salesforce and activations etc)**:

- To work closely with the iHV Head of Professional Services to build and maintain relationships with new and existing iHV Corporate members.
- Creating and updating branded e-communications for our corporate members.

**6. To lead on the management, coordination, delivery and evaluation of the iHV’s membership benefit events**:

- Manage and coordinate iHV membership events e.g., Insights, Networking Events, etc. (supporting iHV training and project events where needed).
- Technical host of all virtual iHV membership events and keeping records of attendance. Occasio