Membership Account Director (Non-Operators)

The Member Account Director (non-operators) role is primarily concerned with ensuring that the GSMA's largest members are aware of and taking advantage of the various membership benefits, and in doing so to increase retention and reduce churn.

Department: Membership & Marketing

Location: London

Position type: Permanent

About GSMA Membership:

• There are four main GSMA membership types available on a company membership basis subject to certain criteria and, in terms of fees, tiered based on revenue:

• Operator Membership - for mobile operators, over 650 of which are currently GSMA members
• Rapporteur Membership, for Mobile Virtual Network Operators
• Industry Members for suppliers and partners to the mobile industry, e.g. Apple, Ericsson, Google, Qualcomm
• Sector Members - for specific industry sectors that are increasingly benefiting from mobile

The role of the GSMA Membership function is to acquire, nurture, manage and retain members across all these types. The benefits of membership include access to GSMA Working Groups, GSMA permanent reference documents, database access e.g. in relation to roaming, and industry contacts, and networking.

What the hiring manager says:

"This is an exciting and rare opportunity for an experienced Account Director with mobile industry and or business-to-business (B2B) membership experience to plan, lead and deliver on the account management needs for non-operator members, in particular the larger ones. The role is based in London but has global responsibility. It is a hands-on role which does not currently have any direct reports. Some travel may be required, not least because the GSMA's industry events are valuable member engagement opportunities." Colin Bareham, General Manager, Membership

About the Role:

• Membership Account Management Strategy and Process Development: Devise and implement an Account Management process for non-MNO members;
• Ownership and Implementation: Take personal ownership of the agreed Account Management Process ensuring that it is implemented and operated effectively;
• Retention: Own and achieve the targets for non-operator member retention and churn as part of the account management approach;
• Member Benefits Awareness: Ensure that Members are fully aware of the range of GSMA member benefits and that there is depth and breadth of this awareness within the membership;
• Professionalisation of Member Contact: Ensure that contact with members is recorded and shared with the member / within the GSMA as appropriate;
• Regularity of Contact: Implementation of a regular member check-in / "health check" process as part of proactively engaging with members;
• Engagement of other GSMA Teams: Collaborate with and utilise the expertise of other GSMA teams, in particular Strategy and Technology to support and add value to members;
• Onboarding: Support the onboarding of new members post-sale to ensure they maximise the benefit and have a world class membership experience from start;
• Analysis and reporting: Report on reasons for churn and volumes in addition to maintaining records of members' utilisation of GSMA benefits. Identify trends to inform product development and retention.

About You:

• You are an accomplished business-to-business (B2B) account or relationship director with mobile industry or wider ICT industry and / or have B2B membership organisation experience.
• You have a proven track record of achieving customer satisfaction, retention and onboarding in a complex environment.
• It is probable that you have worked in a supply-side organisation.
• You may have worked in a consultancy or agency.
• You are passionate about continuous improvement and are an excellent communicator.
• You are hands-on, comfortable with a role that currently has no direct reports, and skilled at prioritising tasks effectively.

What We Offer:

Working at the GSMA offers you unparalleled access to the mobile industry. We offer a chance to truly shape the direction of mobile, whatever your role. By joining the GSMA, you will be exposed to a fast-paced rapidly evolving environment, working on global solutions, genuinely fascinating and industry-changing projects and a stimulating and dynamic environment designed to enable you to flourish.

In addition to architect-designed offices and competitive compensation, our benefits include fantastic learning & development opportunities, generous holiday allowances, four additional days off for professional development and many others.

Being You at the GSMA:

We care deeply about diversity, equity and inclusivity and aspire to be the best at it. Your well-being and work/life balance is important, so flexi-time and remote working is available to all staff. We’re keen to ensure everyone is equal, represented and connected so we particularly encourage applications from all demographics. The success of the GSMA year on year will continue to be contributed by people from all walks of life.

GSMA Values:

• Passionately driven: We approach everything we do with unparalleled capability, tenacity and commitment, knowing that the challenging scale, pace and complexity of our work is what leads to its world-changing impact.
• Insightful leaders: We continually develop and engage our expertise, insight and creativity so that we’re always ready to respond to the changing landscape with authority, agility and nuance.
• Stronger together: We lean on each other so the industry can lean on us, embracing our diversity by actively seeking out perspectives and skill sets beyond our own, fuelling each other’s successes and constantly asking how we can help.

About Us:

If you’re currently an employee at GSMA, please apply internally using the GSMAHub by clicking on 'Jobs Hub' in your main Dashboard.

About the GSMA:

The GSMA is a global organisation unifying the mobile ecosystem to discover, develop and deliver innovation foundational to positive business environments and societal change. Our vision is to unlock the full power of connectivity so that people, industry, and society thrive. Representing mobile operators and organisations across the mobile ecosystem and adjacent industries, the GSMA delivers for its members across three broad pillars: Industry Services and Solutions, Connectivity for Good, and Outreach.