Membership Manager Parental Cover - Fixed term (Full-time)

Looking ahead to the festive season? Host an unforgettable gathering at the Crafts Council Gallery

The Membership Manager leads the development and delivery of a compelling membership offer, using member insight and forward planning to ensure it remains relevant, valuable and sustainable.

The role will plan ahead, identify opportunities to strengthen and grow the offer, translating strategic priorities into an effective programme of member communications, events and benefits.

Working closely with colleagues, the role is responsible for membership retention and growth, and delivering a seamless member experience. The postholder will confidently use and oversee our membership and customer relationship management platforms to maintain accurate, GDPR-compliant data, improve processes, monitor performance and support informed decision-making.

We are looking for someone with strong experience of managing and growing a customer base through membership, subscription, ticketing or a similar model. You will be comfortable learning and using digital membership platforms, managing customer interactions and print delivery, and developing institutional subscriptions with universities and libraries.

Role Objectives

This postholder will:

• Manage the Craft Council’s membership project, ensuring targets for retention and growth are met
• Understand and improve members engagement with all aspects of their membership, ensuring a continued positive experience through excellent customer service
• Work with colleagues to strengthen existing and develop new regional partnerships to deliver high quality and unique experiences for members that increase visibility and awareness of partners and Crafts Council

Core Responsibilities

• Take responsibility for the management of the Crafts Council Membership offer
• Devise and manage a broad programme of events, opportunities and offers that respond to feedback and provide unexpected and inspirational content, making our membership offer a 'must have' for craft makers and the wider craft community
• The programme will reflect Crafts Council's core principles of equity, diversity and inclusion and environmental responsibility
• Actively engage with members to build and strengthen a strong sense of community. Your interaction with people will create welcome and ensure we are meeting a range of access requirements
• Manage the membership budget, ensuring that expenditure is well planned and monitored
• Working with colleagues, and drawing on data, devise and deliver recruitment strategies that increase membership and engagement with our services, including marketing strategies, incentive schemes and promotions to retain and grow memberships
• Identify and implement customer journey improvements using Salesforce and other tools. Maintain accurate detail on each member’s status for nurturing, retargeting and fulfilment
• Devise key metrics, outputs and outcomes targets and capture through an evaluation methodology that delivers against Crafts Council's Impact Framework
• Provide regular evaluation of membership through regular reports that synchronise data from platforms to present an accurate picture of retention, growth and churn
• Improve processes to report on the impact of services and connected opportunities. Present these reports regularly to project team
• Working closely with Sector Support Manager to strengthen and develop regional partnerships, particularly with Craft UK members, so that opportunities can be shared with members, or new events can be co-designed providing benefit for all
• Work with marketing and communication colleagues and freelancers to deliver marketing campaigns for growth, targeting underserved audiences and analysing impact of communications
• Oversee communications strategies for promotion with existing, expiring and lapsed members, including renewal and retention communications, and dealing with membership queries and complaints whilst ensuring consistency of message, brand and tone of voice
• Improve team understanding of and skills with data handling, storage, processing, sharing, checking and GDPR compliance
• Be an ambassador for the Crafts Council and represent it at appropriate events
• Providing line management if required, alongside wider team support
• Undertake any other duty which may be reasonably allocated.

• Deadline for applications:12 noon 6th November 2026.
• Location: CC Office, Islington, London

Please complete our anonymised Equal Opportunities Monitoring Form here.

We use this information to monitor and improve how we are doing to attract the best talent that is representative of the UK population, and to help us report our progress to our supporters.

#J-18808-Ljbffr