At a Glance
- Tasks: Own the member journey, ensuring a premium experience from onboarding to renewal.
- Company: Join a fast-growing organisation dedicated to empowering founders and CEOs.
- Benefits: Competitive salary, career development opportunities, and a vibrant community.
- Other info: Be part of a dynamic team focused on member engagement and success.
- Why this job: Shape the future of CEO communities while advancing your own career.
- Qualifications: Experience in membership or customer success with strong relationship-building skills.
The predicted salary is between 40000 - 50000 £ per year.
This is a rare opportunity to help build a membership for founders and CEOs.
Working directly with the Head of Member Experience, you will shape a member experience that sets the benchmark for CEO communities while developing your own career within a fast-growing organisation.
Reporting to the Head of Member Experience, the Member Experience Manager is the owner of the end-to-end member journey.
This is not a traditional membership management role.
It is a proactive relationship management and member success position, responsible for ensuring every member receives increasing value throughout their Business Leader experience.
You will own on boarding, programme engagement, team coordination, renewals and community initiatives, translating strategy into exceptional day-to-day execution.
KEY RESPONSIBILITIES
- Own the end-to-end member journey from on boarding through renewal.
- Deliver a personalised, premium member experience that increases engagement, retention and advocacy.
- Manage proactive relationships with members through regular value conversations.
- Coordinate on boarding, coaching, forums, events and ongoing engagement.
- Translate curation and re-engagement insights into tailored member action plans.
- Monitor Member Health, Forum Health and engagement, intervening early where required.
- Partner with facilitators and coaches to maximize member outcomes.
- Lead community initiatives including mentoring, special interest groups, introductions and networking.
- Support the implementation of the Business Leader referral programme.
- Champion member-first communication standards across all member touch points.
- Continuously improve processes and member journeys.
- Represent the Voice of the Member internally.
- CANDIDATE PROFILE
- Background in membership, customer success, account management or community management.
- Exceptional relationship-building skills with senior leaders.
- Commercial awareness and understanding of retention and lifetime value.
- Highly organised with excellent attention to detail.
- Comfortable using CRM systems and data.
- Excellent written and verbal communication.
- Passionate about helping leaders succeed.
- BUSINESS LEADER
Business Leader exists to help founders and CEOs unlock their potential, grow exceptional businesses and build lives of purpose and impact.
Through curated peer forums, coaching, leadership development, events and practical learning, we are building the UK's leading membership for ambitious mid-market business leaders.
Member Experience is becoming the commercial engine behind retention, advocacy and lifetime member value.
Working directly with the Head of Member Experience, you will shape a member experience that sets the benchmark for CEO communities while developing your own career within a fast-growing organisation.
Salary will be commensurate with experience, compensation details available on request.
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Member Experience Manager employer: Business Leader
At Business Leader, we pride ourselves on being an exceptional employer that fosters a vibrant work culture focused on personal and professional growth. As a Member Experience Manager, you will not only play a pivotal role in shaping the member journey for influential CEOs but also benefit from a supportive environment that encourages innovation and collaboration. With unique opportunities for career advancement in a fast-growing organisation, you will be part of a community dedicated to empowering leaders and making a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Member Experience Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Business Leader. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Business Leader before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Member Experience Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Business Leader:Your cover letter is your chance to shine! Tell us why you want to work at Business Leader specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Business Leader!
How to prepare for a job interview at Business Leader
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
