Customer Experience and Insights Manager

7 days ago

London, Greater London, United Kingdom FSRH - Faculty of sexual and reproductive healthcare Full time
Job Description

About the Role

We are seeking a highly motivated and dynamic Membership and Insight Manager to join our team at FSRH - Faculty of Sexual and Reproductive Healthcare. As a key member of our organization, you will play a crucial role in delivering exceptional membership support and driving business growth through data-driven insights.

Key Responsibilities

  • Membership Support
    • Manage a team of dedicated specialists to ensure our membership experience is valued and valuable
    • Respond to and resolve member inquiries in a timely and professional manner
    • Process membership and educational applications efficiently and effectively
  • Business Intelligence and Insights
    • Use digital systems to provide business intelligence and improve our member experience
    • Drive improvement throughout our processes and services
    • Develop and implement data-driven strategies to enhance membership engagement and retention
  • Team Leadership and Development
    • Lead and motivate a high-performing team to achieve exceptional results
    • Develop and implement training programs to enhance team skills and knowledge
    • Coach and mentor team members to achieve their full potential
  • Quality and Compliance
    • Ensure member inquiries are responded to and resolved in line with quality standards and service level agreements
    • Ensure members are treated fairly and in line with FSRH values and regulations
    • Maintain the quality of the service provided and identify areas for improvement
  • Continuous Improvement
    • Create and deliver iterative improvements on the FSRH member contact strategy
    • Develop and implement new processes and procedures to enhance membership support and business growth
    • Collaborate with cross-functional teams to drive business growth and improve member experience

Requirements

  • Educated to A Level (or equivalent experience)
  • Strategic, data-driven, and able to build and motivate a high-performing team
  • Organized and efficient with an ability to manage competing priorities
  • Able to understand and work within governance structures
  • Able to demonstrate ownership and initiative when managing areas of responsibility
  • Process-driven with a systematic approach; with the ability to effectively follow policies and procedures as well as offering improvements
  • Able to maintain up-to-date and accurate records in line with policies and processes
  • Methodical, fair, and respectful in attitude and approach to customers/members
  • Confident to take ownership of issues and work them through to resolution
  • An active listener that can provide solutions and manage issues calmly
  • Proficient working with a range of digital platforms and databases and adept with Microsoft Office
  • Able to utilize digital solutions to improve provision of membership support
  • Professional, reliable, with a non-judgmental attitude

Desirable Qualifications and Experience

  • Substantial previous experience of strategic redevelopment of a customer contact team from the ground up
  • Substantial understanding of how to utilize a CRM to generate process improvements
  • Substantial experience of working customer/membership support environments
  • Excellent product knowledge to support customers using a variety of media and formats
  • Understanding of the role of CRM in an organization and in customer/member experience
  • Openness and ability to adapt to new technologies and new ways of working
  • A good understanding and ability to adopt the FSRH values throughout the role

What We Offer

  • A range of benefits to support staff wellbeing, including but not limited to:
  • 25 days holiday, with an additional 2 days leave after 2 years of service, and a further 3 days after 5 years
  • Flexible working culture
  • Pension and life assurance scheme: 10% employer contribution / 5% employee contribution after successful completion of probation
  • Employee Assistance Programme (EAP)
  • Employee discounts portal

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