Membership Manager (Permanent) in Slough

The Independent Healthcare Providers Network (IHPN) is the membership organisation for independent healthcare providers across the UK. We bring together providers from across the sector, champion high-quality patient care, and work with governments, the NHS and partners to help the independent sector make a positive contribution to UK healthcare. Our vision is a thriving independent healthcare sector delivering outstanding care for both NHS and private patients.

Our members deliver a diverse range of services to NHS and private patients including acute care, primary care, community care, clinical home healthcare, mental health, and diagnostics across England, Scotland, Wales, and Northern Ireland. IHPN’s work programme covers a similarly diverse range of topics from supporting providers to achieve net zero; working on the contribution of the independent sector to NHS services; developing a sector wide approach to share and learn from patient safety incidents; supporting the development of medical governance oversight frameworks.

The Membership Manager will play a pivotal role in ensuring IHPN continues to deliver an outstanding experience for members and commercial associates, maintaining and improving our high Net Promoter Score. Reporting to the Director of Communications and working closely with the Head of Business Services, the postholder will be a self-starter, leading the organisation's membership engagement strategy, overseeing the full membership lifecycle, and ensuring that IHPN maximises the value and impact of its relationships with members.

The role combines relationship management, engagement, marketing, data analysis and operational delivery. The successful candidate will be responsible for developing and implementing strategies to improve member engagement, retention and satisfaction, while ensuring robust systems and processes are in place to support membership management across the organisation.

• To lead and continuously improve IHPN's membership and commercial associate programmes, ensuring members receive excellent support and value throughout their engagement with the organisation.
• The postholder will oversee the full membership lifecycle, from onboarding and engagement through to retention and renewals, using data and insight to strengthen relationships, identify opportunities and demonstrate impact.
• Ensure members are aware of and engaged with the full range of IHPN activities, services and benefits.
• Identify members that may require additional support or engagement and develop plans to strengthen relationships.
• Support the organisation in delivering a high-quality member experience at every touchpoint.
• Manage the full membership lifecycle including recruitment, onboarding, engagement, retention and support the renewals process.
• Work closely with the Head of Business Services on membership renewals and membership administration.

Commercial Associate Programme:

• Oversee the day-to-day management and development of IHPN's commercial associate programme, ensuring we have the right commercial associates in membership.
• Ensure commercial associates receive value from their engagement with IHPN and have opportunities to participate appropriately in relevant activities.
• Identify opportunities to strengthen commercial associate engagement and retention.
• Produce and maintain commercial associate communications materials including the joining process and other promotional membership materials.

Data, Insight and Reporting:

• Act as the organisational lead for membership engagement data and reporting.
• Identify highly engaged, moderately engaged and at-risk members and recommend appropriate engagement plans.
• Provide insight and analysis to support strategic decision-making and demonstrate member value.

CRM and Systems:

• Support colleagues to capture member interactions and engagement activity accurately.
• Work with external suppliers and internal stakeholders to continually improve CRM functionality and reporting capabilities.
• Ensure membership data is accurate, up to date and compliant with relevant data protection requirements.

Relationship Management and Member Intelligence:

• Coordinate member visits, and other engagement activities across the organisation to support retention.
• Ensure intelligence gathered through member engagement is shared effectively across the organisation.
• Support colleagues to build stronger relationships with members and stakeholders.
• Contribute to organisational planning and reporting.

Are a people person – you are excited to put your people skills to work on elevating the member experience/member journey and providing a personal service at scale.

Feel confident you can help us get the CRM set up and ongoing delivery right – we need someone who understands the strategic value of getting the basics/details right in CRM and this is more important than years of CRM data entry experience.

Are just as happy to pick up the phone as well as automate/streamline where appropriate.

Understand that the role is not just about the admin/process but about building a proactive, membership focused, customer experience approach.

Experience of working in a membership, stakeholder engagement or customer relationship management role.

Strong working knowledge of HubSpot or a comparable CRM platform.

Experience of analysing engagement data and producing meaningful reports and insights.

Strong organisational and project management skills.

Strong attention to detail and commitment to data quality.

Confident using data and evidence to inform decision-making.

Experience of membership marketing, customer success or audience engagement.

Understanding of the health, healthcare or public policy environment.