Head of Fellowship Retention and Services

Head of Membership Retention & Services Location: Hybrid – London Office (2 days per week) Salary: £50,000 – £60,000 per annum (dependent on experience) Contract: Permanent, Full-time We’re recruiting on behalf of our client – a forward-thinking, purpose-led organisation driving meaningful change in society – for a Head of Membership Retention & Services. This is a high-impact leadership role focused on ensuring long-term engagement and delivering exceptional membership value through innovative services, data-led strategy, and collaborative leadership. You’ll play a pivotal part in stewarding a significant income stream and building a community that thrives on inclusion, purpose, and excellence. Key Responsibilities Lead the development and delivery of an insight-led membership retention strategy Manage and improve operational service delivery, including a high-volume member support team Monitor income performance, sentiment, and renewal metrics, reporting to senior leadership Design and deliver targeted, high-impact retention campaigns informed by behavioural insight Champion service innovation and digital tools (Salesforce and Marketing Cloud) to optimise processes Provide senior-level escalation and resolution of complex member issues Manage and develop a team of six, fostering a culture of excellence, inclusion and accountability What You’ll Bring Proven success in a membership or subscription-based retention role Experience leading high-performing teams and managing service operations Strong analytical and CRM (Salesforce preferred) experience Deep understanding of member lifecycle, segmentation, and engagement strategies A collaborative, data-informed, and people-first leadership style Why Join? Alongside purposeful work, our client offers a generous benefits package to support your wellbeing, development, and work-life balance. Interested? Apply today or get in touch for a confidential conversation