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- Tasks: Lead membership retention strategies and manage a high-volume support team.
- Company: Join a purpose-led not-for-profit dedicated to driving meaningful societal change.
- Benefits: Enjoy a competitive salary, hybrid work options, and a comprehensive benefits package.
- Why this job: Shape the future of membership services while working with passionate professionals.
- Qualifications: Proven experience in retention for large membership organisations and strong financial acumen required.
- Other info: Opportunity for personal development and impactful work in a collaborative environment.
The predicted salary is between 50000 - 60000 £ per year.
We are recruiting on behalf of our not-for-profit client, a forward-thinking, purpose-led organisation dedicated to driving meaningful change in society. They are seeking a Head of Membership Retention & Services to lead their efforts in maximizing member engagement and delivering exceptional membership value through innovative services and data-driven strategies. This is a high-impact leadership role where you will manage a significant income stream and be accountable for member retention, service delivery, and overall member satisfaction.
Key Responsibilities:
- Lead Membership Retention Strategy: Develop and deliver an insight-led strategy to improve member retention, maximizing long-term engagement.
- Financial Planning & Management: Oversee financial forecasting, budgeting, and reporting for membership income streams, ensuring targets are met and ROI is clear. Accountable for income targets and financial performance.
- Service Delivery & Team Leadership: Manage a high-volume member support team, ensuring exceptional service and a strong operational focus.
- Retention Campaigns & Data Insight: Design and implement targeted retention campaigns informed by behavioural and sentiment insights.
- Process Innovation: Champion the adoption of digital tools (Salesforce and Marketing Cloud) to optimize retention efforts and service delivery.
- Senior-Level Escalation: Handle complex member issues, offering senior-level resolution and support as needed.
- Team Development: Manage a team of six, fostering a culture of excellence, inclusion, and accountability.
What You’ll Bring:
- Proven Retention Experience: Success in managing retention for large membership or subscription-based organisations, particularly with 1,000+ members or clients.
- Financial Acumen: Experience managing multi-million-pound income streams, with strong financial forecasting, scenario modelling, and income reporting capabilities.
- CRM Expertise: Strong understanding of CRM systems (Salesforce preferred) and experience in leveraging data to drive retention and engagement strategies.
- Commercial Mindset: Ability to translate financial insights into action, with a focus on cost-to-serve metrics, payment systems, and recurring payments (including GiftAid).
- Leadership & Collaboration: Proven ability to lead high-performing teams and work collaboratively with cross-functional teams.
Key Skills:
- Financial Management: Budgeting, forecasting, and income reporting with a focus on subscription-based models.
- CRM & Data Leadership: Strong understanding of CRM systems (preferably Salesforce), data-driven decision-making, and segmentation strategies.
- Retention Campaigns: Experience in designing and executing retention strategies, including data-led campaign design.
- Governance & Issue Resolution: Calm, principled approach to handling member complaints, disciplinary matters, and other sensitive issues.
Why Join? Alongside purposeful work, our client offers a competitive salary and a comprehensive benefits package that supports your wellbeing, development, and work-life balance. You’ll have the opportunity to shape the future of membership services, working with a team of passionate professionals committed to driving change. Apply today or get in touch for a confidential conversation.
Head of Membership Retention and Services employer: Gordon Yates Recruitment Consultancy
Contact Detail:
Gordon Yates Recruitment Consultancy Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Membership Retention and Services
✨Tip Number 1
Familiarise yourself with the latest trends in membership retention strategies. Understanding what works in the industry can help you articulate your vision and ideas during interviews.
✨Tip Number 2
Network with professionals in the not-for-profit sector, especially those who have experience in membership services. Building connections can provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed retention campaigns in the past. Highlighting your achievements will demonstrate your capability for this high-impact role.
✨Tip Number 4
Showcase your understanding of CRM systems, particularly Salesforce. Being able to discuss how you've used data to drive engagement and retention will set you apart from other candidates.
We think you need these skills to ace Head of Membership Retention and Services
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in membership retention and services. Focus on quantifiable achievements, such as improving member engagement or managing income streams.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and the organisation's mission. Mention specific strategies you've implemented in the past that align with the job description.
Highlight Leadership Experience: Emphasise your leadership skills and experience managing teams. Provide examples of how you've fostered a culture of excellence and collaboration in previous roles.
Showcase Financial Acumen: Demonstrate your financial management skills by detailing your experience with budgeting, forecasting, and reporting. Use specific figures to illustrate your success in managing income streams.
How to prepare for a job interview at Gordon Yates Recruitment Consultancy
✨Showcase Your Retention Experience
Be prepared to discuss specific examples of how you've successfully managed retention strategies in previous roles. Highlight your experience with large membership bases and the impact of your initiatives on member engagement.
✨Demonstrate Financial Acumen
Since this role involves overseeing significant income streams, be ready to talk about your experience with financial forecasting and budgeting. Bring examples of how you've met or exceeded income targets in past positions.
✨Familiarise Yourself with CRM Tools
As CRM expertise is crucial for this position, ensure you understand Salesforce and its functionalities. Be prepared to discuss how you've used data from CRM systems to inform retention strategies and improve member satisfaction.
✨Emphasise Leadership and Team Development
This role requires strong leadership skills, so think of examples where you've successfully led a team. Discuss how you foster a culture of excellence and inclusion, and how you've handled team challenges or conflicts.
