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- Tasks: Lead Fellowship services and retention, ensuring excellent service delivery and member engagement.
- Company: Join the RSA, a key player in driving social change and financial resilience.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact on member experience while shaping the future of Fellowship services.
- Qualifications: Degree level education or equivalent experience in membership retention and service leadership required.
- Other info: Be part of a diverse team committed to innovation and continuous improvement.
The predicted salary is between 40000 - 48000 £ per year.
The purpose of this role is to lead on Fellowship services and retention, driving sustained income through excellent service delivery, clear membership value, and data-led insight. While the Head of Fellowship Experience shapes the overall Fellowship journey, this role ensures that day-to-day services, operational processes, and member feedback directly support renewal and long-term engagement. With Fellowship contributing nearly £6 million annually, including Gift Aid, this role is critical to the RSA’s financial resilience and long-term mission.
The Head of Fellowship Retention & Services is a key income-generating role, responsible for the retention of Fellows and stewardship of a £5.9m income stream. The role leads a busy Services team, handling over 1,600 monthly queries and managing complaint escalations. It also oversees retention strategy informed by data and insight, with strategic use of Salesforce. The role requires a strong focus on income performance, data systems, and rapid problem-solving.
Financial: Budget holder responsible for budget of circa £280K per annum excluding staff salaries. Responsible for generating income of £5.9 million from Fellowship.
Staff: 3 direct reports (Senior Services Manager, Senior Salesforce Administrator and Data & Insights Analyst) and 3 indirect reports (Fellowship Coordinators (Services)).
Main Responsibilities:
- Retention Strategy and Income Stewardship (50%): Lead the development and execution of the RSA’s Fellowship retention strategy to support financial sustainability. Champion retention across the organisation, building alignment with teams involved in the Fellowship journey. Maintain oversight of income performance, Gift Aid eligibility and financial risk across all fellowship income streams.
- Service Excellence (15%): Oversee the Services and Retention team to deliver fast, friendly and value-aligned support that delights Fellows and builds trust at every touchpoint. Treat every complaint or issue as an opportunity to win Fellows over, ensuring empathetic responses and clear resolution pathways.
- Data, Insight and Systems (25%): Provide overall strategic leadership on how Salesforce supports Fellowship recruitment, retention and service delivery. Drive operational excellence by ensuring core processes run efficiently, with optimised payment systems and robust Gift Aid procedures.
- Leadership and Management (10%): Responsible for ensuring the RSA upholds its commitments to Diversity Equity and Inclusion, ensuring all of our people feel included at work and collectively we are creating the best ‘One-RSA’, conditions for cross-organisational collaboration.
Person Specification:
- Educated to degree level or equivalent experience.
- Extensive experience in leading a membership/fellowship recruitment and retention function.
- Deep understanding of the membership lifecycle, including segmentation, personalisation, and retention strategies.
- Strong knowledge of CRM systems (preferably Salesforce) and their application in membership engagement and service delivery.
- Proven track record of generating and stewarding multi-million-pound membership income.
If you are interested in applying, please send your updated CV to simon.pickerell@green-park.co.uk
Head of Service Management employer: The RSA (The royal society for arts, manufactures and commerce)
Contact Detail:
The RSA (The royal society for arts, manufactures and commerce) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Service Management
✨Tip Number 1
Familiarise yourself with Salesforce and its application in membership engagement. Since the role heavily relies on data systems, showcasing your knowledge of CRM systems during networking or interviews can set you apart.
✨Tip Number 2
Demonstrate your understanding of the membership lifecycle by preparing examples of successful retention strategies you've implemented in the past. This will highlight your experience and strategic thinking to potential employers.
✨Tip Number 3
Engage with current trends in member retention and service excellence. Being able to discuss recent innovations or case studies in this area can show your commitment to continuous improvement and innovation.
✨Tip Number 4
Network with professionals in similar roles or organisations. Building connections can provide insights into the challenges they face and how you can position yourself as a solution provider in your application.
We think you need these skills to ace Head of Service Management
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service management, retention strategies, and data analysis. Use specific examples that demonstrate your ability to lead teams and drive income performance.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the role and the RSA's mission. Discuss how your skills align with the responsibilities outlined in the job description, particularly your experience with CRM systems like Salesforce and your approach to member engagement.
Highlight Leadership Experience: Emphasise your leadership skills and experience managing teams. Provide examples of how you've successfully led service functions or retention initiatives in previous roles, showcasing your ability to inspire and motivate others.
Showcase Data-Driven Decision Making: Demonstrate your analytical skills by including examples of how you've used data to inform strategic decisions. Mention any specific KPIs you've monitored and how your insights have led to improved outcomes in previous positions.
How to prepare for a job interview at The RSA (The royal society for arts, manufactures and commerce)
✨Understand the Fellowship Lifecycle
Make sure you have a solid grasp of the membership lifecycle, including segmentation and retention strategies. Be prepared to discuss how your experience aligns with these concepts and how you can enhance member engagement.
✨Showcase Your Data Skills
Since this role heavily relies on data-driven decision-making, be ready to share examples of how you've used data insights to improve service delivery or retention rates in previous roles. Familiarity with CRM systems, especially Salesforce, will be a big plus.
✨Demonstrate Leadership Experience
Highlight your leadership skills and experience in managing teams. Discuss how you've inspired and motivated cross-functional teams in the past, and be prepared to give examples of how you've fostered a culture of accountability and responsiveness.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you handle complaints or issues. Think of specific instances where you've turned a negative situation into a positive outcome, showcasing your diplomatic skills and commitment to service excellence.
