At a Glance
- Tasks: Build strong relationships with members and enhance their engagement with our services.
- Company: Join OPRL, the UK's leading experts in packaging recyclability.
- Benefits: Enjoy hybrid working, 25 days holiday, and a competitive salary.
- Other info: Be part of a dynamic team focused on environmental excellence.
- Why this job: Make a real impact in sustainability while developing your career.
- Qualifications: Experience in customer service or account management is essential.
The predicted salary is between 38000 - 43000 £ per year.
OPRL are the UK's independent experts in recyclability for packaging, best known for our world-leading on-pack recycling labels that we supply to our members.
We work to achieve OPRL's vision of A world where packaging doesn't go to waste.
Due to continued growth in our membership base and the increasing demand for our services, we are looking for a Member Engagement Manager to join our team.
This role is focused on building strong relationships with our members, delivering an excellent customer experience, and ensuring our services continue to meet the evolving needs of the packaging and sustainability sector.
Reporting to the Director of Technical and Member Services, you will play a key role in supporting member retention, increasing engagement, and helping to develop scalable member services as the industry moves towards mandatory labelling requirements.
We operate a hybrid working pattern with a minimum of two days per week office-based in Banbury. Flexible working arrangements may be considered for the right candidate.
Key Responsibilities will include
- Member Relationship Management
- Build and maintain strong relationships with key member accounts.
- Act as a trusted point of contact, ensuring members receive excellent and timely support.
- Demonstrate available tools, services and resources to maximise member engagement.
- Keep members informed of relevant developments, updates and industry changes.
- Account Management & Reporting
- Maintain accurate CRM records for assigned accounts.
- Monitor and report on member engagement and account activity.
- Identify trends, opportunities and areas for service improvement.
- Support member retention initiatives through proactive account management.
- Communications & Engagement
- Work closely with the Marketing team to deliver member communications and engagement programmes.
- Support the planning and delivery of webinars, events and member activities.
- Champion the OPRL brand and ensure consistent messaging across all touchpoints.
- Represent OPRL at industry events and networking opportunities.
- Service Development & Continuous Improvement
- Resolve member queries and issues in a professional and timely manner.
- Help identify opportunities to improve and streamline member services.
- Support the development of scalable and automated service delivery processes.
- Encourage best practice and uphold OPRL's standards of service excellence.
Skills & Experience
Essential
- Experience in a customer service, customer success, account management or membership role.
- Excellent written and verbal communication skills.
- Strong organisational skills with the ability to manage multiple priorities.
- Ability to work independently and take ownership of responsibilities.
- Proficient in Microsoft Office.
- Experience building and maintaining stakeholder relationships.
Desirable
- Experience working within a membership, association or service-based organisation.
- Experience using CRM systems, ideally Hub Spot.
- Experience working within the environmental, sustainability or packaging sectors.
- Experience delivering customer engagement or retention initiatives.
- Personal Attributes
- Excellent relationship builder with a customer-focused approach.
- Proactive and self-motivated.
- Strong problem-solving skills.
- Well organised with excellent attention to detail.
- Collaborative and supportive team player.
- Comfortable representing the organisation externally.
- Adaptable and able to work across a variety of activities.
- Behaviours
- Aligns with the organisation values: Independent, Pioneering, Expert and Ethical.
- Supports a customer-first approach in everything they do.
- Demonstrates the organisational behaviours: Inclusive, e Mpowered, Proud, Achieving Excellence, Customer-focused and Trust (IMPACT).
Benefits Package
In addition to your core salary of £38,000 - £43,000 FTE (depending on experience), you will be eligible for an annual bonus plus an attractive benefits package including:
- Hybrid and flexible working
- 25 days holiday per year (pro-rata)
- Pension Scheme
- Maternity and Paternity package
- Childcare holiday scheme days
- Healthcare cover
Member Engagement Manager in Banbury employer: The Little HR Department
GIST Research is an exceptional employer, offering a unique opportunity to work on impactful governance and stabilisation programmes in high-priority global contexts. With a flexible, internationally focused working environment and a commitment to employee growth, GIST fosters a culture of collaboration and innovation, empowering its team members to make a meaningful difference in fragile settings. The chance to engage with diverse stakeholders and contribute to sustainable results makes GIST a rewarding place for professionals dedicated to international development.
StudySmarter Expert Advice🤫
We think this is how you could land Member Engagement Manager in Banbury
✨Get to Know the Company Culture
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✨Join Customer Support Communities
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✨Attend Job Fairs or Networking Events
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✨Show Off Your Skills with Customer Interactions
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We think you need these skills to ace Member Engagement Manager in Banbury
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 The Little HR Department:Your cover letter is your chance to shine! Tell us why you want to work at The Little HR Department 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 The Little HR Department!
How to prepare for a job interview at The Little HR Department
✨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.
