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For Companies At a Glance
- Tasks: Lead a team to enhance member engagement and retention strategies.
- Company: Join a prestigious charity committed to inclusivity and impactful member experiences.
- Benefits: Enjoy flexible working with remote options and a competitive salary.
- Why this job: Make a real impact on financial sustainability and member satisfaction in a dynamic environment.
- Qualifications: Extensive leadership experience in membership services and strong CRM skills required.
- Other info: Applications are welcomed from all backgrounds; we value diversity and inclusion.
The predicted salary is between 43000 - 67000 £ per year.
Are you a strategic leader with a passion for membership engagement and income stewardship? We are seeking an experienced Head of Fellowship Retention and Services to lead a dynamic team dedicated to delivering outstanding member services and driving retention. This pivotal role will oversee a significant income stream and ensure the ongoing engagement and satisfaction of a prestigious fellowship network.
About the Role
Reporting directly to the Director of Fellowship, you will be responsible for shaping and delivering retention strategies that underpin long-term financial sustainability. Leading a busy Services team, you will ensure excellent day-to-day service delivery, handle high volumes of member queries, and manage complex issues with diplomacy and care.
Using data-led insights and innovative campaign approaches, you will develop targeted retention initiatives, continuously improving renewal rates and fostering a strong sense of belonging among members. With responsibility for a budget of approximately £280K and generating nearly £6 million in annual income, this role is crucial to the organisation’s financial resilience and mission.
Who We’re Looking For
- Extensive leadership experience in membership or fellowship recruitment, retention, and service delivery.
- Proven success in stewarding multi-million-pound income streams.
- Strong expertise in CRM systems, preferably Salesforce, with a focus on data governance and compliance.
- Analytical, data-driven, and highly strategic with excellent project management skills.
- Exceptional interpersonal and communication skills, able to influence at senior levels.
- Committed to inclusivity, continuous improvement, and delivering impactful member experiences.
If you are ready to take on a role where you can make a measurable impact on member engagement and financial sustainability, we want to hear from you.
For more information, please submit your CV to lizzy.clark@harrishill.co.uk. Please note, CVs are being reviewed on a rolling basis and only successful applicants will be contacted with more information.
As leading charity recruitment specialists and a certified B Corpâ„¢, Harris Hill is committed to high and ever-improving standards of equitable and inclusive recruitment. We actively welcome applications from all sections of the community regardless of age, disability, gender, race, religion, sexuality and other protected characteristics.
Head of Retention & Services employer: Harris Hill Charity Recruitment Specialists
Contact Detail:
Harris Hill Charity Recruitment Specialists Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Retention & Services
✨Tip Number 1
Network with professionals in the membership and fellowship sectors. Attend relevant events or webinars where you can meet potential colleagues or industry leaders. This can help you gain insights into the role and make valuable connections that could support your application.
✨Tip Number 2
Familiarise yourself with the latest trends in member engagement and retention strategies. Research successful case studies and be prepared to discuss how you can apply these insights to enhance the fellowship's services and retention rates.
✨Tip Number 3
Demonstrate your understanding of CRM systems, particularly Salesforce. If you have experience with data governance and compliance, be ready to share specific examples of how you've used data to drive decision-making and improve service delivery.
✨Tip Number 4
Prepare to showcase your leadership style and how it aligns with inclusivity and continuous improvement. Think of examples where you've successfully led a team through challenges while maintaining high standards of member experience.
We think you need these skills to ace Head of Retention & Services
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your extensive leadership experience in membership or fellowship recruitment and retention. Use specific examples that demonstrate your success in managing multi-million-pound income streams.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for membership engagement and your strategic approach to retention. Mention your familiarity with CRM systems, particularly Salesforce, and how you can leverage data-driven insights to improve member experiences.
Highlight Relevant Skills: Emphasise your analytical and project management skills in your application. Provide examples of how you've used these skills to influence senior stakeholders and drive successful initiatives in previous roles.
Show Commitment to Inclusivity: In your application, express your commitment to inclusivity and continuous improvement. Share any relevant experiences that demonstrate your dedication to delivering impactful member experiences for diverse communities.
How to prepare for a job interview at Harris Hill Charity Recruitment Specialists
✨Showcase Your Leadership Experience
Be prepared to discuss your previous leadership roles in membership or fellowship recruitment and retention. Highlight specific examples where you successfully managed teams and drove engagement, as this will demonstrate your capability to lead the Services team effectively.
✨Demonstrate Data-Driven Decision Making
Since the role requires a strong analytical approach, come equipped with examples of how you've used data insights to shape retention strategies. Discuss any experience you have with CRM systems, particularly Salesforce, to show your familiarity with data governance and compliance.
✨Communicate Your Strategic Vision
Articulate your vision for member engagement and retention during the interview. Be ready to share innovative campaign ideas that could enhance renewal rates and foster a sense of belonging among members, aligning with the organisation's mission.
✨Emphasise Interpersonal Skills
Given the importance of communication in this role, prepare to showcase your exceptional interpersonal skills. Share instances where you've influenced senior stakeholders or resolved complex issues with diplomacy, as this will highlight your ability to navigate challenging situations.
