Assistant Director, Head of Membership in London

We’re looking for an Assistant Director, Head of Membership to help shape our strategy on how we support and connect with our members. You’ll make sure our members get real value from being part of the ABI by improving their experience and strengthening our value proposition. You’ll lead teams who manage member relations, engagement, and our CRM system, ensuring consistency and quality in how relationships are managed across our insurance and long-term savings members.

If you enjoy building partnerships, using insight to make improvements, and putting members at the heart of everything you do, this role could be for you.

Why work here? When meeting us, you’ll quickly discover that the best thing about the ABI is the people. We’re hugely proud that 98% feel the ABI cares about their wellbeing and we are empowered to bring our whole self to work without fear of judgment. We work at the forefront of policy development - helping to get things right before they are implemented and ironing out bumps where they are identified in existing rules. Our team is made up of people who are new to insurance, those who are highly experienced, and everyone in-between, so we welcome people from all industry backgrounds.

What’s the job?

• Lead the strategic development of the ABI’s membership approach, ensuring it delivers clear value through insight‑led segmentation, strong retention, and sustainable growth.
• Oversee high‑quality relationships with members, including senior‑level engagement, structured key account planning, and the effective delivery of ABI forums.
• Own the CRM and Member Value function, ensuring Microsoft Dynamics is used as a central business tool to drive insight, data quality, reporting, and tailored member propositions.
• Work collaboratively across the ABI to embed member insight into planning and decision‑making, promoting a strong culture of proactive relationship management and member focus.
• Line manage and develop two managers, ensuring Membership Relations and CRM & Member Value teams are aligned, high‑performing, and focused on maximising the ABI membership offer.
• Support organisational planning by contributing to budget forecasting and carrying out additional duties that support the ABI’s wider membership strategy and priorities.

What skills do you need?

• Membership and stakeholder expertise – you bring strong experience in membership, stakeholder relations, customer experience or account management, and can engage confidently with senior stakeholders.
• Strategic leadership and delivery – you can lead and develop high‑performing teams, design and deliver strategic projects with measurable outcomes, and balance long‑term priorities with day‑to‑day delivery.
• Insight‑led and commercially curious – you are comfortable analysing data, generating insight and turning it into practical action, with good judgement and a strong interest in developing your knowledge of business and financial services.
• Relationship building and influence – you have excellent interpersonal skills and a proven ability to build trusted, enduring relationships with partners, influencers, decision‑makers and colleagues to drive change and get things done.
• Clear communication and strong organisation – you communicate complex ideas clearly in writing and verbally, produce high‑quality briefings and presentations, and are confident using Microsoft Office and CRM systems such as Microsoft Dynamics.

We encourage you to apply, even if you don’t have all the skills above right now. Throughout the interview and assessment process, we will be looking for you to demonstrate our values; We are Brave; We take Ownership; We are Appreciative; We are Human and We are Curious.

How do I apply for this job? Follow the application link and you’ll be taken to our simple online application form. You’ll be asked for a CV and two questions to understand more about your suitability for the role. The interview process will typically be two stages with at least one in person at our amazing offices.

Do we offer flexible/hybrid working? Yes - we are open to flexible, part time and/or job share working – please let us know if this would be your preference. We work in a hybrid way with at least 40% of our time in the office.

Inclusion matters to us. We welcome applications from candidates from all backgrounds and we run our application process in a way that removes bias as much as possible and allows everyone equal opportunity to demonstrate their suitability. We are proud to be a Disability Confident employer and are committed to making adjustments to help you perform at your best in our recruitment process. Additionally, where practicable, we offer an interview to disabled candidates who meet the minimum requirements for a role.

To find out more, you can find lots more information on our careers page, including details of our generous benefits package and who we are as an organisation.