Member Care and Retention Officer

Responsible To: Head of Supporter Fundraising

Location: Hybrid between Butterfly Conservation's Head Office and home

Salary: £28,148 - £31,500 depending on experience plus 8% company pension contribution

Duration: Full-time permanent post (37 hours per week)

Job Purpose: Responsible for the servicing and stewardship of Butterfly Conservation members to ensure we deliver the best possible member experience. Responsible for the processing and administration of donations and membership applications/renewals using our CRM database (Microsoft Dynamics 365) ensuring a high level of customer care and excellent retention of all our supporters to maximise potential income. Working with colleagues to ensure our members feel valued.

Specific Tasks:

• Act as a reliable first point of contact for Members, handling queries received by email, post and over the telephone efficiently and politely.
• Responsible for maintaining accurate member data within the database (Microsoft Dynamics 365) including accurate servicing and storage of all membership renewals, new joiners, lapsing/reengagement and donation processing.
• Ensure all data is held and processed in accordance with BC's Data Protection Policy and individual communication preferences.
• Responsible for ensuring the timely and smooth running of the membership welcome and renewal communications (email and post), liaising with contractors and keeping all letters and emails up to date and relevant.
• Responsible for the process to contact members whose payments have ended (sometimes referred to as lapsed) aiming to reengage and minimise attrition.
• Work with colleagues to continue to develop the membership offering across all membership categories: student/young person, family, single, joint, benefactor and life memberships.
• Work closely with the Database Support Officer to ensure all database processes work effectively and accuracy of the data is always maintained. Investigate queries and raise issues where necessary, assuring a satisfactory outcome.
• Create and maintain guides on database processes as appropriate.
• Oversee the preparation and distribution of regular reports on membership numbers to BC's 32 Branches.
• Liaise with Branches on newsletter distribution (hard copy and email) - including proofing content, obtaining print quotes and requesting data extracts to supply directly to our printer/mailing house.
• Build and maintain excellent relationships with relevant branch volunteers, including providing timely responses to queries and requests for additional information.
• Ensure Branches are kept up to date with all membership recruitment campaigns and changes to subscription rates etc via the quarterly Branch e-newsletter.
• Contribute to the creation and distribution of branch emails including welcome and newsletter communications from branches to members.
• Maintain accurate records of total membership numbers (individual and household) through the database.
• Collate a monthly membership update for the Chief Executive and Director of Fundraising and Comms detailing new and leaving members and working with the Head of Supporter Fundraising to include an explanation of trends and anomalies.
• Assist with the accurate recording of income into the database, following BC processes in areas including cheque and cash handling.
• Work with the Finance Team on monthly reconciliation of income recorded on the CRM with finance software information (ensuring correct allocation of income etc).
• Assist with the preparation of the annual membership audit reconciliation to explain any discrepancies and payment exceptions for all membership categories and income.
• Ensure sufficient stock requirements of all membership leaflets, welcome pack contents, membership incentives and any other literature required within allocated budget.
• Distribution of membership application forms, promotional codes and resources to staff, Branches and the public as required.

General:

• Monitor and evaluate key performance indicators and prepare information for the Head of Supporter Fundraising.
• Attend meetings and events as required.
• Promote BC's values (Excellence, Passionate, Inspiring, Collaborative) ensuring they are adopted in all aspects of the role.
• Contribute to the development and implementation of BC's overall Fundraising Strategy.
• Collaborate effectively with key teams across BC.
• Undertake any other reasonable duties as required and commensurate with the grade of post.
• Undertake all duties and responsibilities in compliance with the rules and regulations encompassing equal opportunities to help foster a diverse and inclusive workforce.
• Work in accordance with BC's policies, procedures, and codes of conduct.
• Actively participate in ongoing professional development activities.
• To be an ambassador for and to represent BC in various internal and external activities to ensure high profile recognition is given to Fundraising opportunities.

Candidates must have the right to work and be resident in the UK. We reserve the right to close the vacancy early before the advertised closing date and time.

Closing date: Sunday, 15 March 2026 at 23:59. Interviews will be held on 24 March 2026.

Butterfly Conservation is looking for a talented and committed Supporter Care professional to lead our membership care function. This is a pivotal role at the heart of the organisation, ensuring our members feel valued, listened to and connected to our mission. You'll take the lead on membership administration, income recording and developing our membership offering, while championing excellent supporter experiences and strong, efficient processes. You'll enjoy building relationships with supporters and volunteers by phone and email, taking the time to understand what matters to them and responding with warmth, empathy and professionalism. Alongside you'll bring accuracy, organisation and a proactive mindset, playing a key role in strengthening member retention and helping Butterfly Conservation grow.