The Member Experience and Engagement Manager plays a critical role in delivering a first-class, end-to-end experience for LGBT Great members. This is a high-impact, client-facing role, suited to a top-tier, highly organised professional who thrives on building strong relationships, driving engagement, and consistently delivering exceptional service.
As the primary point of contact for members, you will own and manage all touchpoints across the membership lifecycle - from onboarding through to renewal - ensuring a seamless, high-quality, and proactive experience at every stage.
This role requires an individual who combines strategic account management capability with meticulous delivery discipline, ensuring that every interaction reflects the quality and professionalism of the LGBT Great brand.
In addition, you will lead the design, coordination, and facilitation of training programmes, delivering engaging, impactful, and inclusive learning experiences tailored to member needs.
Working cross-functionally, you will partner closely with the CEO and wider team to ensure strong alignment between member engagement, commercial outcomes, and programme delivery excellence.
Key Responsibilities
Member Experience & Engagement
- Act as the lead relationship manager for LGBT Great members, building trusted, long-term partnerships
- Own and manage the full membership lifecycle, from onboarding through to renewal
- Deliver a highly responsive, professional, and consistent communication experience
- Proactively monitor engagement levels, identifying opportunities to deepen relationships and increase member value
- Ensure every member interaction reflects a premium, high-quality service standard
Training & Programme Delivery
- Lead the end-to-end delivery of training programmes including:
- Scheduling and coordination with members
- Pre-brief consultations to understand organisational context and objectives
- Designing and tailoring content to maximise relevance and impact
- Facilitating high-quality, engaging sessions with confidence and credibility
- Ensure all training aligns with LGBT Great’s frameworks and standards
- Capture feedback and drive continuous improvement in delivery quality and member impact
Planning, Organisation & Delivery Excellence
This role demands exceptional organisational capability, forward planning, and the ability to manage multiple priorities while maintaining a consistently high standard of delivery.
- Quarterly Engagement Discipline
- Ensure every member is engaged at least once per quarter through structured success meetings
- Plan proactively to maintain consistency and avoid reactive scheduling
- Peak Season Planning
- Secure key delivery periods well in advance i.e. Pride Month
- Work with members to align activity with key inclusion moments
- Capacity & Workload Management
- Maintain balanced delivery across the year, avoiding peak overload
- Optimise quieter months (e.g. August, December) for planning, follow-ups, and improvement
- Deliver consistently without compromising quality
- Forward Planning Discipline
- Operate with an 8–12 week forward planning horizon
- Maintain a rolling engagement and training calendar
- Provide clear visibility of delivery, workload, and capacity
- Partner closely with the Head of Operations to align delivery with resourcing
Collaboration & Internal Working
- Work closely with the CEO to support member retention, renewals, and strategic insights
- Collaborate across training, marketing, research, and operations teams to ensure a joined-up member experience
- Share insights and feedback to inform continuous improvement and strategic development
Skills & Experience
Essential
- Proven experience in account management, client services, or membership-based environments
- Demonstrable track record of delivering a high-quality client or member experience
- Strong experience in training facilitation, workshops, or client delivery
- Exceptional organisation, planning, and time management skills
- Excellent communication and stakeholder management capability
Desirable
- Experience in DEI, HR, Learning & Development, or professional services
- Ability to design, adapt, and tailor content to different audiences
Success Measures (What Good Looks Like)
- Every member actively engaged at least once per quarter
- Training delivery is high quality, well-planned, and consistently executed
- Strong member satisfaction, engagement, and retention outcomes
- Clear evidence of forward planning, organisation, and delivery discipline
- A first-class, consistent member experience across all touchpoints
StudySmarter Expert Advice🤫
We think this is how you could land Member Experience and Engagement Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at LGBT Great Careers. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like LGBT Great Careers before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to LGBT Great Careers:Your cover letter is your chance to shine! Tell us why you want to work at LGBT Great Careers specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at LGBT Great Careers!
How to prepare for a job interview at LGBT Great Careers
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
