Membership Operations Manager

3 weeks ago

London, Greater London, United Kingdom The Memcom Group Full time

The Memcom Group, a prestigious membership organization, is seeking a dedicated and skilled Membership Manager to lead and enhance their Membership operations. The successful candidate will possess a comprehensive understanding of membership frameworks and a solid history of achievement in the sector.

Position: Membership Manager

Employment Type: Full-time, Permanent (Hybrid – 3 days in the office / 2 days remote)

Reports To: Chief Operating Officer

Compensation: £35k - £40k

Key Responsibilities:

Membership Administration and Communication:

  • Act as the primary contact for Membership inquiries, delivering customer-oriented, friendly, and knowledgeable assistance.
  • Oversee the annual Membership renewal process, including a review of pricing structures.
  • Manage the onboarding process for new Members, ensuring exceptional service delivery.
  • Continuously assess and enhance Membership workflows and internal processes.
  • Provide outstanding customer service to attract and retain Members.
  • Collaborate with the external marketing consultant to develop Membership communications and newsletters.
  • Maintain and update the Member sections of the website and regional branches.
  • Support the transition of graduates into Membership.
  • Offer technical assistance for the Member and Branch sections of the website.
  • Ensure accurate member records are maintained in the CRM, adhering to GDPR and the UK Data Protection Act 2018.

Membership Engagement and Relationship Building:

  • Lead the strategy for Membership engagement, benchmarking benefits against similar organizations.
  • Conduct regular customer satisfaction assessments to identify improvement areas and implement necessary changes.
  • Launch and manage the Membership area, working with subject matter experts on content creation.
  • Coordinate the annual Membership events calendar, including workshops, webinars, and other activities.

Publications Management:

  • Oversee the distribution of publications, ensuring accurate distribution lists and print quantities.
  • Work with editors, printers, and distributors to provide administrative support.
  • Manage direct subscriptions to publications, ensuring high-quality service for subscribers.
  • Supervise the stock of external journals in the Library, ensuring subscriptions are current.

Qualifications and Knowledge:

  1. Strong grasp of Membership environments with a proven track record.
  2. Understanding of recruitment and retention strategies for membership organizations.
  3. Degree-level education; familiarity with the gems and jewelry sector is a plus but not mandatory.

Experience:

  1. Demonstrated experience in delivering effective membership services, including sustaining and increasing revenue and membership numbers.
  2. Experience with CRM, CMS (WordPress), MS365, and MailChimp is advantageous.
  3. Experience in managing membership administration, processes, and digital communication initiatives.
  4. Familiarity with financial systems such as Direct Debit management and PayPal is highly desirable.

Personal Attributes:

  1. Exceptional customer service, communication, and presentation skills.
  2. Ability to work independently, under pressure, and collaboratively within a team.
  3. Willingness to work outside regular hours and occasionally on weekends for Membership events.

What We Provide:

  1. Competitive salary.
  2. Enrollment in the pension scheme with a 4% employer contribution.
  3. 20 days of annual leave, increasing to a maximum of 25 days.
  4. Employee Assistance Programme.
  5. Opportunities for Continuing Professional Development, including free enrollment in all courses.
  6. Free annual eye test and contribution towards glasses for VDU use only.

If you meet the criteria outlined above, we encourage you to consider this exciting opportunity.

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