At a Glance
- Tasks: Lead member lifecycle strategies and enhance engagement through effective communication.
- Company: Join CFA Institute, a leader in membership experience and engagement.
- Benefits: Enjoy health coverage, generous time off, and flexible work options.
- Other info: Collaborate with global teams and enjoy excellent career growth opportunities.
- Why this job: Make a real impact on member satisfaction and retention in a dynamic environment.
- Qualifications: Experience in lifecycle strategy and strong communication skills required.
The predicted salary is between 60750 - 74250 £ per year.
The Senior Manager, Member Lifecycle & Communications is responsible for turning CFA Institute’s membership proposition into a coherent, relevant, and well-governed experience across the member lifecycle. This role sits at the intersection of lifecycle strategy, member engagement, and communication governance, ensuring that members recognise the value of membership, stay engaged at every stage of their journey, and choose to renew.
Working closely with teams across Membership Marketing, Central Marketing, CRM and Analytics, Member Value, Membership Operations and global stakeholders, this role translates membership value propositions, messaging inputs and member insight developed with Membership Product Marketing into connected lifecycle journeys and well-governed communications that improve retention, engagement, and member satisfaction.
What You'll Do
- Member Lifecycle Strategy & Experience
- Own the member lifecycle from onboarding through engagement, renewal, advocacy and reactivation, designing connected journeys by membership class, tenure, and segment.
- Identify and strengthen the moments across the lifecycle that most influence value recognition and retention.
- Ensure a coherent member experience across channels and teams, integrating benefits, society value, and community participation into the journey.
- Retention & Renewal
- Lead segmented onboarding and renewal strategies, including the Associate first-year engagement programme.
- Design targeted interventions for first-year members and higher-risk segments and markets.
- Partner with Membership Product Marketing to ensure renewal communications carry a compelling and relevant value case.
- Member Engagement
- Lead lifecycle engagement orchestration and value-recognition communications across the member lifecycle.
- Own the member journey and communication orchestration strategy, alongside milestone, recognition and advocacy communications.
- Grow society affiliation among existing members by integrating society value into onboarding, engagement and renewal communications.
- Communication Strategy & Governance
- Own the member communication policy and calendar, managing channel, frequency, cadence, sequencing and contact pressure.
- Set editorial and communication-quality principles, and govern mandatory, operational, voting and policy communications.
- Protect member attention and reduce over-communication by challenging low-value communication requests.
- Performance & Optimisation
- Lead communication and journey testing and optimisation across cadence, format, and channel.
- Monitor engagement, retention, and renewal drivers, connecting engagement signals to renewal behaviour.
- Work with analytics and CRM teams to refine lifecycle journeys and continuously improve retention and engagement.
- Collaboration & Stakeholder Engagement
- This role works closely with teams across the organisation, including Membership Product Marketing, Central Marketing, CRM & Marketing Automation, Enterprise and Marketing Analytics, Member Value, Membership Operations, Regional membership leads, and Society Relations.
- The role requires the ability to navigate a complex, global stakeholder environment and to protect a coherent member experience while balancing member needs, organisational priorities, and operational realities, both at a global and regional level.
This role contributes directly to the organisation’s retention and engagement goals. Key performance indicators are:
- Member retention rate (overall and first-year)
- Associate retention rate
- Renewal engagement and conversion rate
- Member engagement rate
- Member NPS / satisfaction score
- Communication effectiveness and contact-pressure measures
- Existing-member society affiliation conversion rate
We offer a comprehensive benefits package to support our employees, including health coverage, generous time off, competitive retirement plans, flexible work options, and wellbeing and development programs.
Work Authorisation and Sponsorship: Applicants who currently require, or may in the future require, visa sponsorship to work in the country where this role is based should be aware that CFA Institute does not normally provide visa sponsorship for new employees and does not anticipate doing so for this position.
Location Eligibility: Applicants should be aware that this position is approved for hire only in the location(s) listed in this job posting. Eligibility will be assessed based on an applicant's current ability to work from a location listed in this job posting at the time of application, and CFA Institute is unable to progress applications from individuals who are currently unable to work from the advertised hiring location(s), including where relocation is planned for a future date.
We are an Equal Opportunity Employer. CFA Institute prohibits both discrimination and harassment with regard to all identifying characteristics.
If, due to a disability or current medical condition, you need an accommodation or assistance to complete a job application, you can request one at any stage of the recruitment process.
Senior Manager, Member Lifecycle & Communications in London employer: CFA Institute
At SMBC Group, we pride ourselves on being an excellent employer, offering a dynamic work environment that fosters professional growth and innovation. Our commitment to employee well-being is reflected in our competitive benefits, including hybrid working options, comprehensive health support, and extensive learning opportunities, all within a diverse and inclusive culture. Join us in London to be part of a team that not only drives financial success but also contributes to a sustainable future for our clients.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager, Member Lifecycle & Communications in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CFA Institute. 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 CFA Institute 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 Senior Manager, Member Lifecycle & Communications in London
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 CFA Institute:Your cover letter is your chance to shine! Tell us why you want to work at CFA Institute 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 CFA Institute!
How to prepare for a job interview at CFA Institute
✨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.
