Member Operations & Insights Manager in London

The Member Operations and Insights Manager oversees the performance of membership and member-related income, helping to ensure the timely availability of funds for Better Cotton and the GIF. The role leads financial reporting, forecasting and analysis, while strengthening member administration, CRM data quality and operational efficiency through improved processes, automation and technology. It also supports the effective commercialisation of new products by establishing the necessary financial, contractual, governance and operational arrangements.

The Member Operations & Insights Manager assures:

• Member and Better Cotton Platform Income: The availability of funds for BCI and the GIF’s field programmes through the timely invoicing of fees including Membership Fees, Volume Based Fees, and Better Cotton Platform Fees. The role also works closely with Finance to forecast member-related income, on an ongoing basis, for budgeting and planning purposes.
• Reporting, forecasting and trend analysis: Oversee accurate monthly KPI reporting and income forecasting to support organisational planning and informed decision-making. Analyse membership, revenue and sourcing trends to identify patterns, emerging risks, opportunities and areas for improvement.
• Administration & Data: The provision of membership journey administration for all our new and existing members – from application processing and approval to termination, managing member data in the CRM systems to enable accurate member data as well as member satisfaction through efficient and timely processes.
• Technology & Automation: An effective transition to embed automation and technology across all Membership Operations activities where relevant to ensure efficient use of internal resources, data consistency and quality, and a seamless member experience.
• New Product Commercialisation: Assessing the legal, financial, governance and operational implications of new product introductions; including defining contract updates, SLAs, fees and operational processes for delivery of new BCI products.

Responsibilities:

• Lead reporting, forecasting and trend analysis: 25% Oversee the timely and accurate preparation of monthly KPI reports across membership, and income targets ensuring data is complete, consistent and suitable for organisational reporting and decision-making. Develop and maintain robust forecasts for membership, volume-based and Better Cotton Platform income, working closely with Finance, GIF and relevant teams to align assumptions and planning cycles. Monitor membership, revenue and sourcing performance against targets and forecasts, identifying material variances and their underlying causes. Analyse historical and emerging trends to identify patterns, risks, opportunities and areas for operational or commercial improvement. Translate complex data into clear insights, commentary and recommendations for senior leaders and other stakeholders.
• Lead on activities to embed automation and smart technology use into the member administration and finance activities: 20% Identify and prioritise opportunities to introduce automation and smart technologies across member administration and finance processes. Map current processes and design improved, automated workflows to increase efficiency and reduce manual effort. Lead the selection, implementation, and optimisation of automation tools and solutions. Work with stakeholders to redesign processes to maximise the benefits of automation and digital capabilities. Ensure appropriate governance, controls, and risk management are in place for automated activities.
• Oversee Member and BCP Supplier Administration & Data: 15% Ensure our CRM systems are adequately set up to support the easy recording and retrieval of member data. Drive member data quality and integrity in our CRM systems in order to facilitate effective contact management and successful member engagement by the Member Engagement Team and other Better Cotton functions.
• Lead on new product governance and commercialisation: 15% Proposing pricing structures and forecasts to support pricing definition. Overseeing changes to existing external terms and conditions or define new contractual documentation to accompany new products. Ensure internal systems are set up to support successful implementation of new products.

Experience:

• University degree, or equivalent higher education qualification.
• Demonstrable financial and commercial experience, including income forecasting, budget and KPI monitoring, variance and performance analysis to support planning and senior-level decision-making.
• Proven experience of mapping and redesigning operational and financial processes, particularly invoicing workflows, to improve efficiency, accuracy, controls and the timeliness of income collection.
• Experience of using and optimising CRM systems to strengthen data quality, automate workflows, improve reporting and realise wider operational benefits; experience with Salesforce is desirable.
• Customer Focus: demonstrates a strong commitment to delivering a seamless, best-in-class member administration experience.
• Experience managing and mentoring junior staff.
• Fluency in English.
• Strong leadership experience, the ability to enforce good project governance and drive delivery excellence.
• Experience working in international, multicultural, or mission-driven environments is an asset.

What we offer:

• Hybrid working - One day a week in the central London office.
• The opportunity to work from anywhere in the world for up to one month per year.
• Flexible working, with core hours from 10 am to 4 pm local time.
• Continuous learning and development.
• A generous annual leave package, including paid holiday, public holidays, additional paid days off during the festive season, study and exam days, and extra discretionary leave for life events such as family weddings or moving home.
• Enhanced parental benefits.
• The opportunity to make your mark and make a difference.

Working arrangements:

The position is full-time (40 hours per week) and will be based in London. Better Cotton Initiative offers flexible working, with core hours being 10 am - 4 pm. The position may require limited international travel.

Better Cotton Initiative does not use artificial intelligence in its hiring process. Every application is reviewed by our Talent Acquisition team and relevant hiring managers to ensure a fair and human-led assessment experience.

Our hiring process includes initial screening, interviews, assessments and testing, and reference checks to validate your work history, skills, and qualifications.

About Better Cotton Initiative:

Better Cotton Initiative is a global not-for-profit organisation supporting the production of more equitable and sustainable cotton at farm level. We exist to catalyse the cotton farming community with partners, governments and others to continuously drive positive impact by setting standards and facilitating the supply and demand of more sustainable cotton from farm to brand. In just 15 years we have aligned more than a fifth of the world’s cotton with our standard and helped farmers and farming communities thrive. Join us in building a better, more sustainable future for cotton worldwide.

About our Values:

• Trustworthy (including honest, transparent, credible)
• Integrity (including responsible, authentic)
• Positive (including problem-solving, pragmatic)
• Engaging (including adaptable, inclusive, holistic)
• Daring (including courageous, innovative, game-changing)

Better Cotton Initiative is committed to creating a diverse environment and is proud to be an equal opportunity employer with a strong commitment to good practice and transparency in the management of natural, human, and financial resources.

We have a zero-tolerance approach to any attitudes or behaviours that put children or adults at risk of harm. Safeguarding incidents are acts of serious misconduct and are grounds for disciplinary action, up to and including, dismissal and referral to relevant authorities for criminal prosecution. Therefore, all offers of employment are subject to satisfactory references and appropriate screening checks.