Membership Manager in London

Reports to: Senior Manager, Team and Operations

Salary: £38,000 to £42,000 dependent on experience

Hours of work: Full time

Location: This role is office based located near Russell Square and Chancery Lane, London

Our client is a charity and membership society for those working or interested in tropical medicine and global health, and currently have around 2,000 members and Fellows from more than 100 countries, with a network of more than 10,000 involved with their work in some way. They are looking for an experienced Membership Manager who will help them manage all aspects of the organisation's membership programme. This involves maintaining high levels of retention and developing and delivering new recruitment strategies for members across the world.

The role will also focus on developing membership journey programmes to ensure that members receive a top quality service from the charity and that all membership processes are undertaken with efficiency, energy and effectiveness. The Membership Manager will also play a crucial role in ensuring that the organisation, and its membership offer, is being promoted to members and supporters. This person would be the first point of contact for members and so must be professional, a sound communicator and efficient in their approach.

Part of this role involves creating policies and processes to ensure members feel valued at each stage of their journey with the organisation, developing new marketing products and materials for recruiting and retaining members where necessary.

The successful applicant will have membership management experience within a relevant charity or learned society and will relish the opportunity to take on a new challenge, working on their own initiative for much of the time.

The role:

• Lead on developing and implementing current strategies to increase membership numbers, including monitoring and evaluating performance against plans and KPIs
• Analyse, identify and develop plans to optimise member journeys
• Manage enquiries from current/prospective members in a professional, timely manner, to agreed service targets
• Cultivate strong relationships with members and understand their specific needs so that the organisation can support them most effectively via targeted communications
• Establish and maintain systems to report and evaluate membership retention and recruitment success
• Deliver reports to keep the team, CEO and Board up to date with progress on membership activities and strategy
• Support the Senior Manager with leading the organisation's CRM (CiviCRM) development work
• Work with the team to develop activities and marketing campaigns to improve membership value, recruitment and retention take-up, achieving target conversion rates from other activity areas and feeding into relevant strategies and communications
• Collaborate with department Managers to increase membership recruitment within their stakeholder groups
• Develop and oversee communication templates for members, and ensure these are kept up to date
• Keep up to date with best practice in membership management
• Ensure the website, journals, materials and other channels have up to date membership information
• Work with a third-party finance company to ensure membership subscription payments and renewals are processed efficiently and effectively, and ensure payment processes are fit for purpose, including payments from other currencies
• Assist with the agenda and delivery of the International Members Committee to ensure the organisation’s offering to members and Fellows fulfils the overarching strategy and supports membership goals
• Work closely with the Communications Manager to commission and create content for the bi-weekly Members newsletter and membership recruitment campaigns
• Represent the organisation at relevant events to promote membership and track success of these activities
• Explore new opportunities to expand membership, through new membership types, marketing opportunities or any other means

Person specification:

• Passion and commitment to the work and goals of this charity
• At least 3 years' experience of working in a membership role, with experience of recruitment and retention campaigns
• Experience of working in a learned society or membership organisation
• At least 2 years’ experience using CRMs (specific experience with CiviCRM and SearchKit would be highly desirable)
• Experience of developing and delivering successful membership programmes that have increased recruitment and demonstrably reduced attrition.
• Experience of creating compelling messages to different audiences
• Highly organised, with ability to self-plan and prioritise workloads
• Ability to communicate technical details to non-technical people
• Experience of using social media in a professional capacity
• An understanding of current and emerging membership and marketing trends
• A solid understanding of relationship building and how to create a compelling membership journey
• Excellent oral, copywriting and communication skills
• Effective decision-making skills
• Self-starter, able to work proactively and think ahead
• Strong relationship builder
• Good understanding of the analytical methods used to increase engagement from members, and knowledge of approaches to increase member interaction
• High degree of integrity and professional credibility
• Good team player, with an understanding of the challenges of working in a small team
• Resilience under pressure
• Flexibility to work outside of office hours, and to travel within the UK and beyond, as required
• Knowledge of global health or international development is desirable

The deadline for this role is 5pm GMT 8th March. Interested? Please click 'Apply' and follow the job board process. You will receive an email from CHM Recruit containing further information on how to apply for the role. Please note that although you may be asked by the job board to upload a CV, you are not applying at this stage. No agencies please.