Head of Membership and Communications, The Royal Air Force Club

We are looking for an exceptional Head of Membership and Communications to join our team at The Royal Air Force Club.

Working at The RAF Club, benefits include:

• Competitive Salary
• Service Charge
• Enhanced Pension Scheme
• Life Assurance
• Interest-Free Travel Ticket Loan
• Health Cash Plan
• Tailored Learning Programmes, including support with professional development
• Wellbeing Events such as Chiropodists, Massages, Walks in Green Park, Cycle to Work Scheme
• Employee Assistance Programme with Hospitality Action
• Complimentary meals on duty at our Employee Restaurant, “Lily’s”, including themed lunches and seasonal, cultural celebrations
• Fantastic Recognition Events

BACKGROUND

Located in London’s Mayfair and overlooking Green Park, the Royal Air Force Club offers first class facilities and a ‘home from home’ to its 24,000 members, predominantly serving and former officers of the RAF and Allied Air Forces and their families. Having opened its doors in 1922, the Club is full of history and character. With 110 bedrooms and 10 meeting and banqueting rooms, the Club is a truly hidden gem with modern and elegant interior and facilities.

Reporting to: Director of Operations, with dotted line reporting to the Chief Executive

Employment: 5 days, 40 hours per week

Key Relationships: Executive and Head of Department Team, The Board of Trustees; Fundraising & Legacy Working Group; Director of Operations; Finance and Events Team

Direct Reports: Membership Manager, Membership Executive & Marketing & Communications Executive

Overview of Responsibilities

The Head of Membership and Communications leads the membership & marketing team. Working with the Membership team to drive membership recruitment and retention across all membership categories of the Royal Air Force Club and to plan and oversee the marketing programme, encompassing Clubhouse promotional activity and collateral. The Head of Membership and Communications also owns the membership giving journey, including fundraising and legacies.

Membership Strategy, Recruitment and Retention

• Work alongside the Chair of the Membership & Marketing Committee to develop the Club’s short, medium and long-term membership recruitment and engagement strategy across all membership segments.
• Work with Marketing & Communications Executive to develop marketing materials, campaigns and events to attract and retain members.
• Support members social events programme and membership events (25 Year Lunches, New Members Receptions, 50 Year Receptions), adding value to membership and ensuring an exceptional member experience.
• Lead the quarterly RAF College Cranwell and IOT visits with the team, maintaining the high joining rate for newly graduated officers.
• Manage the Club Representatives programme—organising annual visits to the Club by the Reps, with a Membership update, dinner & accommodation organised.
• Identify new member benefits/services that would add value to the membership offer based on feedback from members, non-members, staff and Membership & Marketing Committee.
• Oversee effective membership communications generated by the Membership Team, including membership joining/renewals & Club Reps activity.
• Manage the membership data collection & ensure that it meets the future marketing requirements of the Club to include segmentation by interests, events, spend and promotions.

Membership Administration

• Alongside the Membership Manager, able to confidently run the annual membership renewal process liaising closely with the Finance team on monthly and annual payments, so that there is a steady flow of income from membership fees across the year.
• Attend Membership & Marketing Committee meetings and provide administrative support as and when required, implementing requisite actions from the committee meetings.

Marketing and Communications

• Ensure effective membership communications are generated, alongside the Club’s communications and marketing strategy.
• Oversee digital marketing and member communications.
• Lead implementation and optimisation of HubSpot CRM.
• Oversee migration from existing systems.
• Drive segmentation, reporting, and data-led decision making.
• Ensure the RAF Club brand is visible, powerful, consistent and adhered to throughout Club communications.
• Oversee all Club social media.
• Strategy & implementation of an annual members’ communication plan on/offline.
• Management and content creation for the Club website.
• Digital marketing campaigns – creation, management, delivery and tracking of monthly member marketing emails.
• Responsibility for mailing of Membership Communications.
• Editorship of the Club’s biannual magazine; with responsibility for content, design & mailing.
• Reprints of Club collateral, brochures, flyers, in room items when required.
• Managing, sourcing and marketing new products for the Club Shop.
• Ensuring Club compliance with Data Protection Act for membership communications.

Membership Giving Journey

• Review and manage the fundraising and legacy strategy and any associated administration.
• Maintain the ‘Friends of the RAF Club’ scheme as required, maintaining relationships and to review/oversee the series of events taking place throughout the year, working alongside the Club team.
• If appeals are required to fund Capital projects, oversee marketing campaigns as required.
• Prepare for and attend the Fundraising and Legacy Working Group meetings.
• Administer and acknowledge donations to the Staff Christmas appeal.
• Manage requests for Club support from external charities and partnerships.
• Working with Finance, manage the systems and processes to track, administer and report on donations received.
• Prepare and submit Gift Aid claims (to be automated with CRM).
• Adhere to fundraising code, GDPR and all other associated regulations.

Managing People

• Provide strong leadership to the membership and marketing team, delivering key objectives and maintaining high standards of employee care.
• Carry out appraisals and one-to-ones with team members as per the Club’s appraisal process.
• Ensure that team members comply with statutory regulations GDPR/data protection and PCI Compliance.
• Be fully conversant with all other People policies and procedures.

Additional Responsibilities

• Prepare reports for the Board of Trustees as required.
• Analyse statistical trends in member data on a monthly, quarterly and yearly basis and report back to the Executive Team.
• Monitor and respond to relevant email inboxes.
• Be an ambassador for the Club, embodying and communicating our values and impact at all times.
• Attend a variety of Club network events and dinners, where identified or required.
• Attend internal Club meetings, training sessions, events where required.
• Carry out occasional ‘Manager on Duty’ shifts at weekends.
• Perform other duties, as and when required, to meet business needs.

Key Skills and Experience

• Excellent written and verbal communication; outstanding social skills; able to easily engage and communicate with a wide audience of Club members and guests.
• Smart and well-presented team player.
• Excellent time keeping.
• Expertise in strategic planning and working to and achieving set KPIs.
• Strong organisation of workload and responsibilities and successfully meeting priorities and deadlines, using own initiative.
• Financial acumen & analytical skills.
• Ability to multi-task to overlapping deadlines and demonstrate great attention to detail.
• Up-to-date knowledge of GDPR and fundraising legislation.
• Practice safe working according to Club guidelines at all times.

Desirable Skills and Experience

• A working knowledge of Micros Opera and Hubspot.
• Experience of using website CMS programs.
• Previous experience of working in a private members’ club or hospitality environment.