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Membership Experience Coordinator

2 months ago

Edinburgh, United Kingdom The Chartered Banker Institute Full time

**Job Purpose**:
To support and assist the Head of Membership Experience & Strategy with the delivery of the Institute’s membership experience strategy. Undertaking tasks and supporting activities that make it easy for members to join and stay with the Institute and support their journey from recruitment to advocacy.

**Key remit of role**:

- Supporting and implementing membership strategy throughout the Institute
- Implementing agreed improvements to the member journey proposition
- Collaborating with colleagues, suppliers and stakeholders on initiatives to enhance member experience
- Engagement with Institute members to understand their requirements and gain insight through planned and structured research
- Participating in service and process improvement planning

**Duties & Responsibilities**:

- Implement aspects of the Institute’s member experience, retention and engagement strategy
- Undertake activities which promote the value of membership, enhance the member journey, and promote retention and advocacy.
- Support the development and implementation of member research activity
- Assist with the monitoring, analysis and reporting of membership data
- Provide support for membership-related committees and groups and contribute to planning.
- Support the development of member-centric resources and digital solutions
- Collaborate with colleagues to support the development and improvement of member communications
- Support customer journey mapping activity within the Institute
- Collaborate with colleagues to improve or develop processes in order to enhance the member journey
- Work with key suppliers regarding development and implementation of membership projects

**Qualifications, Skills & Experience**:
**The job holder requires to have**:

- A strong background in administration and process improvement
- Experience of project implementation and of working and engaging with business stakeholders
- Previous experience of working in a professional or other membership body would be beneficial, although not essential
- A knowledge of banking and the wider financial services sector would be beneficial, although not essential

**Person Specification**:

- Strong planning, organisational and administrative skills
- Ability to solve problems and troubleshoot
- The ability to build and maintain effective relationships with members, colleagues and clients
- Competent user of Microsoft Office
- Strong written and verbal communication skills
- Self-motivated, with proven ability to work effectively when unsupervised and/or under time constraints
- Exceptional attention to detail and accuracy
- A good understanding of customer experience

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

**Salary**: £21,000.00-£23,500.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Life insurance
- Referral programme
- Wellness programme
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Application deadline: 22/01/2023

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