Interim Head of Membership Engagement and Strategy

About the Organisation

The Royal College of Speech and Language Therapists (RCSLT) is the professional body for speech and language therapists across the UK. The RCSLT has over 22,000 members and employs around 65 staff predominantly based in a London office. The RCSLT also has offices in Belfast, Edinburgh, and Cardiff. Our mission is to improve the lives of people with communication and swallowing needs by facilitating and promoting research, producing guidance, holding events, and influencing government. We aim to promote better education and training for speech and language therapists and provide information to our members and the public about speech and language therapy.

About the role

The Royal College of Speech and Language Therapists (RCSLT) is looking for an experienced professional to review and transform our current membership and marketing functions. In this pivotal role, you’ll shape and deliver a unified, efficient, and future-focused engagement strategy that reflects the evolving needs of our members. You will lead and support a talented team, which includes the Enquiries Team and the Membership and Marketing Manager, ensuring we have the right structures, systems, and capacity in place to deliver outstanding service. Your leadership will enhance how we connect with members and customers, both online and offline—driving improved engagement, satisfaction, and retention. If you’re ready to make a lasting impact and build a high-performing, member-centric function, we’d love to hear from you.

Responsibilities

• Audit existing membership and marketing processes, systems (including Salesforce), workflows, and team structures.
• Map all existing member interaction points (online and offline) and assess areas for improvement.
• Lead the development of a clear, data-driven membership and engagement strategy.
• Review and evaluate Member Value Proposition (MVP) and make recommendations for change based on KPIs for retention and recruitment.
• Define key goals and metrics for improved engagement, satisfaction, and retention.
• Recommend and support the implementation of digital tools and training initiatives to improve our processes on an operational level, empowering the team to support our members with greater confidence.
• Directly manage and support the Membership and Marketing Manager and Professional Enquiries Manager, providing coaching, direction, and oversight.
• Foster stronger alignment across the teams involved in member engagement across RCSLT.
• Identify and resolve any operational gaps or duplication across teams.
• Act as a change agent, supporting cultural and operational transformation within the membership function.
• Deliver a structure and resourcing model proposal to establish a high-functioning team for the future.
• Provide clear, actionable reports and insights to senior leadership on member trends, feedback, and strategic opportunities.
• Monitor and report on key engagement KPIs, including the Net Promoter Score and project milestones.
• Develop and collaborate with key stakeholders to design and refine the membership engagement strategy, ensuring alignment with the organisation's broader goals.
• Oversee the management of any significant issues or complaints from members, ensuring proactive resolution and communication.
• Ensure that all member data is handled in compliance with data protection regulations (e.g., GDPR) and in a way that fosters trust with members.
• Ensure that all finance processing is compliant with BACS rules.
• Oversee the budget for the membership function, ensuring alignment with strategic priorities and delivering cost-effective solutions.

Experience:

• Proven track record of leading membership or engagement functions within a membership organisation.
• Demonstrable experience developing and delivering successful engagement retention strategies.
• Experience improving customer experience through communications and customer member touchpoints.
• Experience leading multi-disciplinary teams and delivering organisational change projects.
• Hands-on experience using Salesforce to manage and optimise member journeys.

Knowledge and Qualifications:

• Professional marketing or Customer Relationship Management (CRM) certification is desirable (Chartered Institute of Management, Salesforce certifications).
• Strong knowledge of Salesforce and membership CRM systems, including subscription processing, direct debits, and other payment systems.
• Awareness of trends and tools in digital member engagement and communications.
• Knowledge of data protection and GDPR regulations.
• Knowledgeable about business analysis – with the ability to assess needs, define problems, and implement data-driven solutions.

Personal Qualities:

• Commitment to the aims and values of the RCSLT.
• Commitment to equality and diversity in all aspects of the RCSLT's activities and service.
• Comfortable operating in complex environments with multiple stakeholders and priorities.
• Self-motivated with a desire to learn and improve.
• Strong interpersonal/communication skills to support change.
• Detail-oriented with a focus on quality and outcomes.
• Ability to work independently and make decisions with confidence.
• Proactive and can-do attitude with the ability to use own initiative.
• Ability to work autonomously and as part of a team.
• Commitment to the aims and charitable objectives of the RCSLT and a passion for delivering the best possible service to RCSLT members.
• Commitment to equality and valuing diversity, and understanding of how this applies to the delivery of their own area of work.

Required Qualifications

• Degree or equivalent qualification in marketing, business management, communications, or a related field.

Generous annual leave entitlement. Excellent staff training and development opportunities. Life insurance cover. Season ticket loan scheme. Eye care voucher scheme. Family-friendly employer, including enhanced maternity and paternity leave. Cycle to work scheme. Access to an Employee Assistance Programme and more!

Conditions of employment

You must have the right to work in the UK. Working locations: Hybrid model, working in the London office and remotely. Occasional travel within the UK if required.

How to apply

Completed applications should be submitted through our online recruitment portal Personio. Please send your CV, two references, and a 2-page cover letter, and mention subject line "Interim Head of Membership Engagement and Strategy".