Membership Engagement Officer

**Salary iHV pay band 3b**: £27,630 - £31,562 Hours: Full time, 37 hours per week or Part-time options available. Annual Leave: 25 days per year, plus bank holidays (pro-rata for part-time staff) Pension: The iHV has a staff pension scheme with a 10% employer contribution and 5% staff contribution. Location: Remote, with Hybrid options available. Key Relationships: CEO, Head of Professional Services, Head of Operations, Senior Design & Systems Officer, Events Manager.

Summary of Job Purpose As the Membership Engagement Officer for the iHV, you will ensure the delivery of a high standard of service to our members, potential members and other contacts. This key role will see you increase engagement with members and support the delivery of key member products and services, developing engagement plans and monitoring trends to support growth in membership. You will ensure that 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 and their user journey is at the forefront of all that you do.

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 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 members 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.

Creating and updating branded e-communications for our corporate members. 6. To lead on the management, coordination, delivery and evaluation of the iHVs 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. Occasional support for other iHV events and external conferences and events. Communicating effectively with participants, managing break-out rooms and problemsolving any issues. Supporting the speakers and panel members during iHV member events, enabling presentations and problem-solving technical glitches that arise, calmly and efficiently.

To support a coordinated, branded and personalised communications and marketing campaign for our members: Support the Communications and Marketing Manager to review and update all marketing to our membership, reviewing and updating mailing lists, building targeted campaigns and monitoring success. To review, update and maintain the membership sections of the website. Work closely with the wider team to inform the production and review of short member resources. 8.

Lead on trend analysis and building informative reports to inform our membership strategy: Build a suite of reports on iHVs membership to support quality improvement, governance, and updates to iHV Board. To monitor equality, diversity and inclusion data to support iHVs inclusion strategy and ambitions. 9. To lead on the management of all membership finance and payment systems: To ensure appropriate records are kept regarding Gift Aid and provide accurate reports to accountants periodically to enable reclaim of monies to iHV.

To invoice and chase payments for corporate membership, escalating concerns to the iHV Head of Professional services, where appropriate. To review membership payment systems to maximise efficiency to the iHV and our members. Ensure membership payments from the website using GoCardless/Asperato connect with the Salesforce system, so members/champions have access to resources. 10.

Create and manage a continuous improvement plan for membership: Benchmark our membership offer. Quality assure and evaluate all membership products and services. Work with the Heads of Department to develop a membership engagement plan. To regularly review and improve membership processes and systems to improve the member journey.

11. Support and update membership events project management plans. 12. Wider responsibilities: To work within the expected iHV Values and Behaviours.

Have an excellent professional working relationship with colleagu