Title:Membership Manager (Maternity Cover)
Hours:Full-time. Some early morning, evening and weekend work may be required.
Location:Bankside Space, 18 Great Guildford Street, London SE1 0FD
Contract:Fixed term maternity cover interim role (until 31 January 2028)
Reporting to:Director of Communications and Engagement
Job overview
Better Bankside is seeking a Membership Manager to provide maternity cover until January 2028, leading relationship management with Bankside’s 900 member businesses. The successful candidate will need to get up to speed quickly and make an early impact: getting to know members, taking ownership of an established programme from day one and finding creative ways to develop it.
Members are at the heart of everything we do. Better Bankside exists to improve the neighbourhood for those who work, live and visit, and to help member businesses thrive. Your focus will be on building strong, trusted relationships with members; understanding what they need; and delivering an engagement and events programme that responds to those needs, involves members in shaping it, and demonstrates clear value for their membership.
Two priorities will be central to the role. The first is the roll‑out of the Buzz app, our core digital innovation project for 2026/27, designed to increase sustained engagement, support local businesses and deliver measurable member value. The second is continuing to embed our new member experience strategy, including a new, bespoke engagement plan for our top 100 businesses.
You will join an impactful, high-performing, goal-focused team known for creative thinking and high-impact delivery, working alongside some of London’s most influential stakeholders.
Main responsibilities
The Membership Manager (interim Maternity Cover) leads on member relationship management to help achieve Better Bankside’s vision of a Stronger, Greener, Happier neighbourhood.
Key priorities
- Lead the roll‑out of the Buzz app: deliver the launch event, work with the Marketing Manager on a year‑long campaign to drive uptake among businesses and consumers, and begin Phase 2 development of additional functionality
- Continue to embed the new member experience strategy, including implementing a new, bespoke engagement plan for our top 100 businesses
Member relationships and insight
- Build strong, trusted relationships with member businesses from the outset, ensuring they understand, value and take up Better Bankside’s offer
- Gather regular insight into member needs through research, feedback and conversation, and actively involve members in shaping the programme, so our offer responds to changing business priorities
- Cultivate relationships with key stakeholders, including landowners and multi‑tenanted office buildings, to extend our reach
- Manage new member onboarding and the wider member journey, and champion excellent customer service across the Better Bankside team
- Manage the ambassador scheme, recruiting and nurturing Better Bankside ‘champions’ within local businesses
Programme and events
- Design and deliver an innovative events programme, shaped by member needs, that engages businesses of all sectors and sizes and helps their teams build networks, develop skills and improve wellbeing, including the annual Better You programme
- Lead the Bankside Business Network theme group and manage its annual budget
- Write engaging content for members, including news stories for the website, and review and refresh collateral to support member engagement
Impact, data and reporting
- Work with the Business Operations and Insights Manager on using the CRM system to develop a clear understanding of members’ needs and priorities, supporting colleagues to do the same
- Monitor and report on the take‑up and impact of our services (including the Buzz app), and commission independent research into awareness of the Better Bankside brand, sub‑brands and services, using the evidence to demonstrate value and improve the programme
Person specification
We are looking for a confident, proactive professional who can make an impact from the outset: quick to learn, willing to get stuck in and able to build rapport with ease. You will be a creative, strategic thinker who is willing to try new things, and a collaborative problem‑solver with a keen eye for detail. Above all, you will be driven by delivering an outstanding member experience and helping Bankside businesses thrive.
You don’t need to have worked for a membership organisation, but you must understand the importance of customer experience and satisfaction.
Knowledge and experience
- Demonstrable experience in a customer relationship, stakeholder engagement, communications or events role, whether gained through formal education, apprenticeship, self‑directed learning or practical experience
- Proven ability to build productive relationships quickly with a wide range of stakeholders, including senior contacts at key accounts, and to use their insight to shape and improve services
- Demonstrable experience of delivering creative events and campaigns on time and within budget, ideally including the launch of a digital product or service
- Excellent written and verbal communication skills, with the ability to write clearly and persuasively for a range of channels and audiences, using AI tools where appropriate
- Confident user of MS Office, CRM systems and social media
- Proven ability to manage a busy workload, prioritise and work on own initiative
About Better Bankside
Guardians and ground breakers for one of the world’s great neighbourhoods, Better Bankside works with local businesses and the community to make Bankside stronger, greener and happier. One of the UK’s first Business Improvement Districts, Better Bankside covers the neighbourhood from London Bridge to Blackfriars Bridge, from the Thames in the north to Borough Station in the south.
As a BID, we are funded by a mandatory levy on businesses within a defined boundary, and every five years must secure a majority vote from our members to continue. Our last ballot, in November 2024, achieved overwhelming support – 91% voted for another five years of Better Bankside.
We are a small team of fifteen, plus our wardens and street cleaning teams, and an extended network of regular collaborators and contributors. Better Bankside is an organisation where you can make a real impact, across a wide-ranging and varied programme of work.
Our vision
Powered by the people of Bankside, Better Bankside will be an agent of change, leading innovative economic, environmental, and social action to advance one of the world’s great neighbourhoods, bringing benefits to business and Banksiders.
Our mission
We will improve everyone’s experience of the neighbourhood by co‑creating our programme with Banksiders, responding inventively to urban challenges, and celebrating the differences that define Bankside as London’s Other Side.
Working arrangements
Better Bankside offers a flexible working policy. Core hours are 10am – 4pm, Monday to Friday, with the ability to flex two hours to suit personal needs. Some evening and weekend work will be required in accordance with the needs of the post. Due to the nature of our work, it is expected that a minimum of three days per week will be based in the office with up to two days working from home.
At Better Bankside, we celebrate diversity and promote equality and inclusion amongst our staff. We welcome applications from all, regardless of personal characteristics or background.
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