Membership & Retail Support Officer

Mothers' Union is a membership Society established in 1876. Its purpose was to encourage parents in caring for their children, not just physically and mentally, but also spiritually.

We aim to show our Christian faith by the transformation of communities worldwide. We do this through the promotion of stable marriage, family life and the protection of children. We actively pursue our vision through our faith, program work, advocacy, and policy outreach work.

Today there are more than 4 million members of Mothers' Union in over 80 countries. Each member subscribes to the same values; the moral and ethical codes that are central to the ways in which we operate:

- We are firmly rooted in a voluntary ethos centered on mutual respect and collaboration.
- Our governance, leadership, and programs are driven by and undertaken through lay members within their own communities worldwide; and
- We work with people of all faiths and none.

**Purpose of the Job**
- Provide membership and customer support for the department.
- To process and acknowledge all fundraising income
- Update and support with the running of the organisational database
- To ensure results are delivered through exceptional customer service to Mothers’ Union’s diverse membership, customers, and other stakeholders.
- Supervise the day-to-day performance and development of Mothers’ Union retail operations to increase usage and profitability.

**KEY RESPONSIBILITIES**

**Fundraising and Membership**

**Membership Care and Income Processing**
- To record and acknowledge all fundraising income received from various sources (cheques, cash, online giving).
- To manage content and reporting of the online giving platforms.
- To brief internal stakeholders on upcoming activity to ensure consistency of call handling and messaging.

**Data and Database use**
- To work alongside the Senior Database Officer to maintain the data architecture and quality of the database at all times.
- Support the Senior Database Officer with our Fundraising Regulatory memberships and processes; including data protection for Fundraising.

**Retail**

**Customer service**
- Ensure high levels of customer service are always maintained.
- Act as point of contact for members/customers to processing orders efficiently and resolving customer queries and complaint in a timely manner.
- Maintain in-depth knowledge of retail products.
- Collate and analyse customer feedback to improve service delivery

**Day-to-day performance and development**
- To provide external fulfilment providers with information and support required to enable them to meet their fulfilment KPI of 1 to 3 working days, reporting any issues to the retail manager.
- Monitor stock levels highlighting reordering needs/stock queries with retail manager and/or fulfilment providers as appropriate.
- To carry out retail administration duties including but not limited to the processing of all information relating to the organisational finance system
- To be responsible for the calculation and monthly reporting of the Turnover Related Grant.
- To assist in the reporting of technical issues to Shopify, site developer, or IT.

**Mothers’ Union Retail Representatives**
- Act as a contact for Mothers’ Union Retail Representatives (Reps) and provide any support they need.
- Regularly update (at least annually) Rep contact information on relevant documents and Shopify database, highlighting any issues to retail manager.
- Provide invoices and any other relevant financial information to Reps.

**General Duties**
- To manage the bookings diary for Mothers’ Union’s displays and banners.
- Provide admin support to the Director of Fundraising, Communications and Retail around team and membership meetings.
- To actively be involved in any projects undertaken by the team and contribute as required or directed by the Director of Fundraising, Communications and Retail.
- Carry out duties with full regard to the rules, policies and procedures and conditions of service contained in the Staff Handbook.
- Undertake any other duties that may from time to time be reasonably requested.

**COMPETENCIES**

**Skills & Experience**
- Experience of working in a sales environment offering excellent customer service
- Experience of processing customer orders.
- Skills in using and logging information/income on a database
- Excellent written and verbal communication skills
- Experience of using online e-commerce software ( such as Shopify - desirable)
- Proficient in MS Office, in particular Excel, Word, Outlook, MS Teams and Zoom.
- Good numeracy and analytical skills.

**Personal Attributes**
- Ability to work largely self-directed and use initiative.
- Excellent interpersonal skills - ability to communicate efficiently, confidently and sensitively to a wide range of people both verbally & written.
- Good organizational skills - proven ability to effectively prioritise workloads and meet deadlines.
- Team player, flexible, enthusiastic.
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