Membership Engagement Specialist

3 weeks ago

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

The Memcom Group, a distinguished membership organization, is seeking a dedicated and experienced Membership Manager to lead and enhance their Membership operations. The successful candidate will possess a comprehensive understanding of membership dynamics and a proven history of success in the field.

Position: Membership Manager

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

Reporting To: Chief Operating Officer

Compensation: £35k - £40k

Key Responsibilities:

Membership Administration and Communication:

  • Act as the primary contact for Membership inquiries, delivering exceptional, friendly, and knowledgeable service.
  • Oversee the annual Membership renewal process, including a review of pricing structures.
  • Manage the onboarding process for new Members, ensuring top-tier service delivery.
  • Continuously assess and enhance Membership workflows and internal procedures.
  • Provide exemplary customer service to attract and retain Members.
  • Collaborate with external marketing consultants to develop Membership communications and newsletters.
  • Maintain and update the Member sections of the website and regional branches.
  • Facilitate the transition of graduates into Membership.
  • Offer technical support for the Member and Branch sections of the website.
  • Ensure accurate maintenance of member records on 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 surveys to gauge customer satisfaction and implement improvements.
  • Launch and manage the Membership area, working with subject matter experts on content creation.
  • Oversee the annual calendar of Membership events, including workshops, webinars, and other gatherings.

Publications Management:

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

Qualifications and Knowledge:

  1. In-depth understanding of Membership environments with a demonstrable record of success.
  2. Familiarity with recruitment and retention strategies for membership organizations.
  3. Degree-level education; knowledge of the gems and jewelry sector is a plus but not mandatory.

Experience Required:

  1. Proven experience in delivering effective membership services, including revenue generation and member retention.
  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. Outstanding customer service, communication, and presentation abilities.
  2. Capability to work independently, under pressure, and collaboratively within a team.
  3. Willingness to work outside of regular hours and occasionally on weekends for Membership events.

What We Provide:

  1. Competitive salary package.
  2. Enrollment in a 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. Complimentary 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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