Membership Services Manager

The Institution of Civil Engineers (ICE) is a 97,000-strong global membership organisation with over two hundred years of history. We are a centre of engineering excellence, qualifying professional engineers, supporting lifelong competence, and assuring society that the infrastructure created in our communities is safe, sustainable and well designed. Our network of experts provides trusted, impartial advice to politicians and decision-makers, helping shape a more resilient and sustainable world.

About the Role: We are currently seeking an experienced and proactive Membership Services Manager to lead the effective operation of the Membership Services Department. We are in a significant period of transformation as ICE implements a new CRM system. This change offers a unique opportunity for the Membership Services Manager to play a leading role in reviewing, refining and streamlining our membership processes. Your insight and leadership will be essential in ensuring the team adapts confidently and that new processes are embedded successfully.

This critical role will coordinate and oversee the annual subscription renewal process, ensuring a seamless experience for our members. You will be responsible for planning the renewal cycle, working closely with internal teams to deliver communications, and monitoring progress so that renewals are completed smoothly and on schedule. You will ensure that subscription and fee payments are processed accurately and efficiently, member enquiries are handled with professionalism and care, and service levels consistently meet the first-class standards expected of ICE.

Key Responsibilities:

• Work to agreed service levels to deliver first-class customer service for all enquiries and requests related to membership subscriptions and fees.
• Coordinate the annual subscription renewal process, including planning, data validation, communication scheduling, and end-to-end oversight to ensure accurate and timely completion.
• Answer ad hoc queries from ICE and associated society members or escalate to the relevant ICE Department to ensure prompt, tailored responses.
• Ensure service level agreements with internal teams are maintained and delivered.
• Support the Marketing Team and wider Membership Division with membership retention campaigns.
• Generate and reconcile reports, analysing data sets to ensure consistency and accuracy.
• Manage the day to day running of the Membership Services Department to ensure that customer needs are met in a timely and efficient way.
• Monitor and analyse service performance to demonstrate compliance with SLAs.
• Update member records as required and oversee an annual data cleanse to ensure billing information is accurate for each renewal cycle.
• Receive and process payments.
• Manage and deliver additions, updates and enhancements to member guidance and information.
• Build and maintain effective working relationships with internal and external stakeholders.
• Regularly review and provide feedback on the performance of direct reports and lead the performance management process for the Membership Services Team.
• Manage the recruitment, training and development of staff within the Membership Services Team, including ensuring appropriate cross-training.
• Review the roles and tasks of team members to ensure cross job training is undertaken.
• Prepare and monitor budgets for Membership Services Team.

About You:

• Advanced CRM and data management skills
• Strong analytical capabilities with excellent reconciliation skills
• Confident user of Microsoft products including Excel, Word and Teams
• Project management experience
• Excellent written and verbal communication skills
• Strong stakeholder engagement skills
• A continuous improvement mindset
• High attention to detail
• Significant experience in a customer-facing role
• Experience of staff supervision or management
• Experience of working in a membership body is desirable
• Degree, business management qualification or equivalent relevant experience

ICE Group Benefits:

• 25 days annual leave plus Bank Holidays
• Shutdown over Christmas period
• Annual £100 allowance towards your well-being
• Discounted hot food from on-site Café bar.
• Up to 8% of salary contributed to a personal pension scheme.
• 24-hour employee support line
• Death in service benefit equivalent to four years’ salary
• Interest free season ticket loan
• Cycle to work scheme
• Big Gym membership savings with the Gymflex scheme
• Your Rewards discount scheme

ICE Group is an equal opportunities employer and are committed to ensuring an inclusive recruitment process. We welcome applications from disabled candidates and will provide reasonable adjustments throughout the recruitment process.

If you need support or an alternative format, please contact us at people.team@ice.org.uk

General Data Protection Regulations (GDPR) 2018: The data collected via this application process will only be used by the ICE Group for the purpose of recruitment and for the performance of an employment contract if a job offer is made. This data will not be disclosed to any external sources without express consent unless required to do so by law. Unsuccessful applicants’ data, both electronic and paper will be deleted/shredded six months from date of application. For any questions or concerns about your personal data, please get in touch with our Data Protection Officer at the details provided below: at Email: dataprotection@ice.org.uk Applicants have the right to complain to the ICO at http://ico.org.uk/ if they have a concern with the way ICE is handling their data.