Business Development & Member Engagement Executive - Canada-UK Chamber of Commerce in London

This role at the Canada-UK Chamber of Commerce is open to current and past Queen Elizabeth Scholars. The Canadian Queen Elizabeth II Diamond Jubilee Scholarships aim to mobilise a dynamic community of young global leaders to create lasting impacts both at home and abroad through inter-cultural exchanges encompassing international education, discovery and inquiry, and professional experiences.

Position Details

• Job type: Full-time Scholar
• Line manager: CEO
• Staff managed: 0
• Finances managed: 0

Job Aim

• To assist in attracting and processing new memberships to the Chamber.
• To assist in the client management of current members, especially SME, Start-Up and Personal membership tiers.

1. Customer Service

• Acting as the initial point of contact for Chamber membership queries.
• Assisting in the client management of existing and prospective members, such as making e-introductions and referrals.
• Answering phones, including mobile and landlines, emails, social media, membership, finance and event queries; acting as an initial point of contact for queries; and maintaining a neat and tidy front-of-house for on-site visitors.
• Standards: Meeting appropriate professional customer-care standards, measured by positive feedback from current and prospective members, line managers, members and suppliers. Dressing appropriately in a professional manner at all times.

2. New Business Development

• Assisting in securing new memberships and advertising revenue for the Chamber, as agreed by the Line Manager.
• Meeting and following up with prospects. Researching business leads.
• Forwarding membership information and assisting with processing applications and subscriptions.
• Assisting with and ensuring that subscription and advertising invoices are delivered and paid.
• Standards: Meeting appropriate professional customer-care standards, measured by positive feedback from members, potential members, event attendees, the Line Manager and suppliers.

3. Client Management

• Meeting existing members and stakeholders in person, online or by phone at least once per membership year.
• Ensuring the delivery of value according to each tier of membership. Keeping records of member engagement up to date.
• Assisting with member surveys.
• Engaging with members and prospects at Chamber and other events.
• Standards: Meeting appropriate professional customer-care standards, measured by positive feedback from members, stakeholders, the Line Manager and colleagues.

4. Finances

• Assisting colleagues in following up on and recording outstanding membership subscriptions and payments for events, advertising and business services.
• Assisting in monitoring outstanding debtors and following up on and coordinating action with the Line Manager to reduce outstanding debt.
• Standards: Meeting appropriate professional customer-care standards, measured by positive feedback from attendees, line managers, accountants and auditors, members and suppliers. Producing accurate event reconciliation calculations, as verified by line managers, colleagues and auditors.

5. Promotion

• E-newsletters: Assisting colleagues, as necessary, in coordinating member contributions, new-member profiles and advertiser inserts for publications.
• Directories and Success Stories: Assisting with content and members’ contributions in consultation with colleagues.
• Website: Assisting colleagues in updating information on the website, especially information regarding membership details and advertising.
• Social media: Assisting colleagues in managing the Chamber’s social networking media, including LinkedIn, X, Facebook and Instagram.
• Other: Assisting colleagues as necessary, including at events.
• Standards: Meeting deadlines and producing clear and informative promotional materials, as measured by positive feedback from line managers, colleagues, members and prospective members.

6. Administration

• Maintaining accurate records, including information held in Chamber databases.
• Handling post and telephone inquiries efficiently and in a timely manner.
• Undertaking general record keeping, including photocopying and office filing.
• Providing efficient IT administration using systems such as Word, Excel, Publisher, Outlook, accounting software and CRM packages.
• Standards: Meeting deadlines and receiving positive feedback from line managers, colleagues, members, potential members and suppliers.

Requirements

• Behavioural competencies, skills, knowledge, experience and specialist qualifications:
• The successful applicant will meet the following competencies and have the following skills:
• Customer Service Orientation — Essential: Thinks about the customer when undertaking day-to-day work. Questions, “How is this adding value for the customer?” Makes decisions with the customer in mind. Takes pride in delivering a high-quality product or service. Investigates service issues and provides solutions to problems.
• Relationship Building for Influence — Essential: Maintains and develops a range of contacts and keeps them informed. Makes personal commitments in order to build trust and credibility.
• Team working — Essential: Willingly cooperates. Is not afraid to seek advice from others. Puts in extra effort when needed to help others. Recognises that the ways of getting things done in different departments, organisations and communities are not the same.
• Self-Awareness — Essential: Understands how feelings and emotions may affect performance and controls emotions to minimise negative impacts. Maintains a sense of humour and stays calm, even in trying moments.
• Flexibility — Essential: Applies rules or procedures flexibly, depending on the individual situation, to accomplish tasks or activities more effectively. Responds effectively to changing circumstances. Remains focused when faced with competing demands. Makes reasonable adjustments to ensure the maximum effectiveness and motivation of self and others.
• Marketing — Essential: Takes a proactive marketing approach to attracting new members, retaining existing members and helping to design and host interesting events.
• Information Technology — Essential: Proven ability to work confidently with basic IT systems, including Word, Excel, PowerPoint and Outlook.
• Digital and CRM Systems — Essential: Ability to work confidently with CRM systems, LinkedIn, Facebook, Instagram, X and website content-management systems.
• Education — Essential: Bachelor’s degree or equivalent in a relevant subject.
• Education — Desirable: Master’s degree or equivalent in a relevant subject.
• Experience — Desirable: Direct Canadian and/or North American experience and knowledge.

Special Requirements of the Job

• There will be occasions when, due to events being held in the evenings, the Scholar will be required to be on duty at night. In these circumstances, time off in lieu may be agreed with the postholder’s Line Manager.
• Any offer will be conditional upon security clearance from the Government of Canada, satisfactory references, and verification of the successful applicant’s right to work in the UK.

Approval Line Manager’s name: Nigel Bacon Post title: CEO