Head of Membership

3 months ago


Bracknell, United Kingdom Crooton Full time

**Head of Membership**

**Location
- Bracknell / HYBRID**

**Salary
- £55,000 per annum**

**Contract type
- Permanent, Full-time, 36 hours per week, Hybrid**

As a Head of Member Services will lead the member and customer-centric services of the Institute, delivering an evidence-based approach to meeting member needs and establishing clear services to enhance the membership experience. The post holder will maintain individual retention/revenue and evolve the membership products.

**Benefits**
- Competitive salary
- Generous Holidays
- Additional birthday day off
- Pension contribution
- Employee Assistance Programme
- Private Medical Insurance
- Life Assurance
- Learning and Development
- Length of Service Anniversary Day off
- for every 5 years of service

**Key Responsibilities will include**:

- Overseeing the Member and Customer Service function, ensuring that the focus is on providing an excellent level of customer service including targets and KPIs set and delivered to drive up member engagement, satisfaction rates and ultimately member retention.
- Continuously reviewing and revising the processes and tools within the Member and Customer Service team to keep up with the developments within the marketplace and strive to evolve to membership value propositions/offers/products to understand different market segments e.g., Tomorrow’s Leaders, and their needs.
- Acting as a point of escalation for complaints and contentious issues, handling these in line with the established policies and procedures and using insight to drive ongoing improvement.
- Ensuring activities are aligned to meeting the revenue and engagement targets defined in the Corporate Plan and overseeing its operational delivery.
- Providing evidence-based ideas and suggestions for improvements in processes and technology.
- Working with Data & CRM Operations Manager to monitor overall activity and trends, delivering regular reports and highlights and escalating both day-to-day and longer-term issues.
- Running an effective annual campaign.
- Supporting and facilitating the Member Engagement Committee, reporting to the Board of Trustees.
- Supporting Budget Holders in producing, monitoring, and managing high-quality accurate budgets, with accountability for reviewing and approving budgets and forecasts.
- Reviewing monthly departmental financial performance, ensuring that key operational and financial targets/KPIs are met while facilitating decision-making, planning and performance measurement.
- Coaching and developing team members, ensuring they have the required level of skills, behaviours, and knowledge: and personal development plans which they can take accountability for.
- Demonstratable experience both working within and managing a customer service team.
- Excellent people management experience, with the ability to coach, develop and motivate a high-performing customer service team.
- Excellent written and oral communication skills with the ability to build and maintain effective working relationships internally and externally, at a variety of levels.
- Strong project management and organisational skills with the ability to effectively prioritise and manage a busy team and workload.
- Experience within a professional body, membership or built environment sector desirable.
- IT literate: knowledge of customer service software, databases, and tools

**CTNPO4472**

**Job Types**: Full-time, Permanent

**Salary**: £55,000.00 per year

**Benefits**:

- Company events
- Company pension
- Work from home

Work Location: In person



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