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- Tasks: Lead membership retention strategies and manage a high-volume support team.
- Company: Join a purpose-led not-for-profit dedicated to driving meaningful societal change.
- Benefits: Enjoy a competitive salary, hybrid work options, and a comprehensive benefits package.
- Why this job: Shape the future of membership services while working with passionate professionals.
- Qualifications: Proven experience in retention for large organisations and strong financial acumen required.
- Other info: Opportunity for personal development and impactful work in a collaborative environment.
The predicted salary is between 42500 - 57500 £ per year.
Location: Full-time - Hybrid (3 days per week in London office, 2 days WFH)
Salary: £50,000 - £60,000 per annum (dependent on experience)
Contract: Permanent, Full-time
We’re recruiting on behalf of our not-for-profit client – a forward-thinking, purpose-led organisation dedicated to driving meaningful change in society. They are seeking a Head of Membership Retention & Services to lead their efforts in maximizing member engagement and delivering exceptional membership value through innovative services and data-driven strategies.
This is a high-impact leadership role where you will manage a significant income stream and be accountable for member retention, service delivery, and overall member satisfaction.
Key Responsibilities:
- Lead Membership Retention Strategy: Develop and deliver an insight-led strategy to improve member retention, maximizing long-term engagement.
- Financial Planning & Management: Oversee financial forecasting, budgeting, and reporting for membership income streams, ensuring targets are met and ROI is clear. Accountable for income targets and financial performance.
- Service Delivery & Team Leadership: Manage a high-volume member support team, ensuring exceptional service and a strong operational focus.
- Retention Campaigns & Data Insight: Design and implement targeted retention campaigns informed by behavioural and sentiment insights.
- Process Innovation: Champion the adoption of digital tools (Salesforce and Marketing Cloud) to optimize retention efforts and service delivery.
- Senior-Level Escalation: Handle complex member issues, offering senior-level resolution and support as needed.
- Team Development: Manage a team of six, fostering a culture of excellence, inclusion, and accountability.
What You’ll Bring:
- Proven Retention Experience: Success in managing retention for large membership or subscription-based organisations, particularly with 1,000+ members or clients.
- Financial Acumen: Experience managing multi-million-pound income streams, with strong financial forecasting, scenario modelling, and income reporting capabilities.
- CRM Expertise: Strong understanding of CRM systems (Salesforce preferred) and experience in leveraging data to drive retention and engagement strategies.
- Commercial Mindset: Ability to translate financial insights into action, with a focus on cost-to-serve metrics, payment systems, and recurring payments (including GiftAid).
- Leadership & Collaboration: Proven ability to lead high-performing teams and work collaboratively with cross-functional teams.
Key Skills:
- Financial Management: Budgeting, forecasting, and income reporting with a focus on subscription-based models.
- CRM & Data Leadership: Strong understanding of CRM systems (preferably Salesforce), data-driven decision-making, and segmentation strategies.
- Retention Campaigns: Experience in designing and executing retention strategies, including data-led campaign design.
- Governance & Issue Resolution: Calm, principled approach to handling member complaints, disciplinary matters, and other sensitive issues.
Why Join? Alongside purposeful work, our client offers a competitive salary and a comprehensive benefits package that supports your wellbeing, development, and work-life balance. You’ll have the opportunity to shape the future of membership services, working with a team of passionate professionals committed to driving change.
Apply today or get in touch for a confidential conversation.
Head of Membership Retention and Services employer: Gordon Yates Recruitment Consultancy
Contact Detail:
Gordon Yates Recruitment Consultancy Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Membership Retention and Services
✨Tip Number 1
Familiarise yourself with the latest trends in membership retention strategies. Understanding what works in the industry will help you speak confidently about innovative ideas during interviews.
✨Tip Number 2
Network with professionals in the not-for-profit sector, especially those who have experience in membership services. They can provide insights and potentially refer you to opportunities within their organisations.
✨Tip Number 3
Brush up on your CRM skills, particularly with Salesforce. Being able to demonstrate your proficiency in using data to drive retention strategies will set you apart from other candidates.
✨Tip Number 4
Prepare examples of successful retention campaigns you've led in the past. Be ready to discuss how you used data insights to inform your strategies and the impact they had on member engagement.
We think you need these skills to ace Head of Membership Retention and Services
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in membership retention and service delivery. Use specific examples that demonstrate your success in managing large membership bases and financial performance.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and the organisation's mission. Discuss how your skills in financial management, CRM systems, and team leadership align with the job requirements.
Highlight Relevant Achievements: In both your CV and cover letter, include quantifiable achievements related to member retention and engagement strategies. This could be improvements in retention rates or successful campaigns you've led.
Proofread and Edit: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Gordon Yates Recruitment Consultancy
✨Showcase Your Retention Experience
Be prepared to discuss your previous successes in managing retention for large membership organisations. Highlight specific strategies you implemented and the results achieved, especially if they involved over 1,000 members.
✨Demonstrate Financial Acumen
Since this role involves overseeing significant income streams, be ready to talk about your experience with financial forecasting and budgeting. Bring examples of how you've managed multi-million-pound income streams and ensured targets were met.
✨Familiarise Yourself with CRM Systems
As CRM expertise is crucial for this position, make sure you understand Salesforce or similar systems. Be ready to explain how you've used data from these platforms to drive retention and engagement strategies.
✨Emphasise Leadership and Team Development
This role requires strong leadership skills, so prepare to discuss your experience in managing teams. Share examples of how you've fostered a culture of excellence and accountability within your team.
