Membership Executive

The Membership Executive plays a key role in delivering excellent membership and customer services across CIHT. The postholder will provide efficient and effective operational support throughout the membership lifecycle, including member enquiries, applications, renewals, upgrades, data management, customer support and communications. They will act as a professional and responsive first point of contact for members, prospective members, customers, volunteers and other stakeholders.

Working collaboratively across the Membership & Member Services team and wider organisation, the postholder will support activities relating to membership growth, retention, engagement, volunteer support, education, learning, communications and service improvement. The role will contribute to ensuring members and customers can easily access the information, support, products, services and opportunities available through CIHT. The postholder will be expected to work flexibly across Membership & Member Services activities, supporting evolving organisational priorities and helping to deliver a positive, consistent and high-quality member and customer experience.

About the job

• Membership Operations & Customer Service: Coordinate membership applications, upgrades, transfers, reinstatements and renewals, ensuring a smooth experience. Respond to enquiries from members, prospective members and customers in a timely, professional and consultative manner. Provide first-line customer service support across CIHT's membership and member service activities, resolving enquiries efficiently and collaborating with specialist colleagues when appropriate. Provide guidance relating to CIHT membership pathways, events, learning, education, and volunteering and other CIHT services. Maintain accurate membership records and CRM data. Support membership assessment and election processes. Ensure membership administration is delivered in accordance with CIHT policies, procedures and service standards. Oversee shared team inboxes, ensuring high standards of service delivery across multiple communication channels. Produce administrative reports and data exports as required.
• Member Engagement, Retention & Growth: Deliver onboarding activities and welcome communications for new members. Proactively promote CIHT membership benefits, services and opportunities. Support recruitment, retention, reinstatement and progression activities and communications. Make proactive contact with members and prospective members to drive engagement and retention. Support the delivery of member communications, campaigns and engagement activities. Help members, learners, volunteers and prospective customers access relevant CIHT products, services, learning opportunities, qualifications, events, volunteering activities, professional development opportunities and membership pathways. Gather and share feedback from member and customer interactions to support continuous service improvements.
• Volunteer & Stakeholder Support: Support volunteer administration activities and processes. Assist colleagues with regional, international, education, engagement and member service activities as required. Build positive and productive relationships with members, volunteers and other stakeholders. Support the delivery of webinars, events and engagement activities. Act as a positive ambassador for CIHT.
• Insight, Systems & Continuous Improvement: Maintain high standards of data integrity and quality within the CRM system. Produce routine reports, data exports, and basic management statistics as required. Flag recurring trends, common queries, and member feedback to help the team identify service improvements. Support the ongoing testing, optimisation, and development of membership systems, user workflows, and digital tools. Maintain clear internal documentation and accurate records of operational activities undertaken.
• General Responsibilities: Work collaboratively across CIHT to support organisational objectives. Maintain awareness of CIHT products, services, professional qualifications, learning opportunities, professional registration routes and membership pathways. Demonstrate CIHT's values in all aspects of work. Host and welcome members, committees, and VIP guests visiting the CIHT offices, ensuring a professional stakeholder experience. Undertake any other duties appropriate to the level, scope, and competence of the role as required.

Person Specification

• Essential Experience & Knowledge: Proven experience handling enquiries and delivering high-quality customer service in an administrative or membership support environment. Hands-on experience using CRM software or databases to maintain accurate records, log interactions, and generate routine reports. Experience managing competing priorities and maintaining accuracy while working under tight deadlines. Basic understanding of data quality principles and an awareness of data protection guidelines (e.g., GDPR).
• Essential Skills & Behaviours: Strong written and verbal communication skills, with the ability to build positive relationships with a wide range of stakeholders. Excellent organisational abilities with a sharp eye for accuracy and precise data entry. Proficient in Microsoft Office applications and a natural ability to learn and adapt to new systems or workflows. A collaborative, flexible team player who actively looks for practical ways to solve everyday administrative or customer issues. Approachable, curious, and willing to support evolving team priorities and continuous service improvements.
• Desirable Experience: Experience working within a membership organisation, professional body, or charity sector. Practical experience using Microsoft Dynamics CRM. Experience supporting volunteers, regional committees, or stakeholder groups. Experience assisting with member communications, marketing campaigns, or educational/professional development events.

Equality and Diversity Statement: CIHT is committed to equality and diversity in its role as an employer, valuing the benefit a diverse workforce brings. It is our intention not to discriminate on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, religion or belief, sex or sexual orientation.

Our Values: Professional, Inclusive, Collaborative, Progressive.

How we value our people: We recognise that our people are central to our ability to deliver high-quality and professional services. We offer a welcoming working environment and a commitment to good people management, including our performance and development review process.

Learning and development: We are committed to supporting employees’ learning and development. Ensuring every employee has a learning and development plan is part of our annual performance development process.

Working environment: We are a friendly team located in central London, close to transport links, in a well-resourced light and airy building.

Wellbeing support: We provide a range of benefits to support staff wellbeing: Healthcare cash benefits plan provided (post probation), employee assistance programme (post probation) and opportunity to apply for flexible working hours.

Pension and life assurance provision: All employees are eligible for the statutory provision, and additionally we provide a good pension scheme with 8% employer contributions (employee contribution is minimum 5%). Group Life Assurance scheme is offered to all staff upon completion of their probation.

Other benefits: Generous holiday allowance (27 pro rata days plus bank holidays), with option to buy/sell leave. Healthcare cash benefits plan provided by SimplyHealth (after probation). Cycle to Work Scheme.