Membership Manager

To manage and develop the Society's membership activity, supporting membership growth, retention and engagement and ensuring members receive a consistent experience throughout their relationship with the Society.

The Membership Manager will manage the member journey from joining and onboarding through to engagement, renewal and retention. The role will use member data, insight and feedback to identify opportunities to increase engagement, demonstrate the value of membership and improve the member experience.

The Membership Manager will also oversee membership processes, policies and procedures, ensuring they are managed in accordance with the Society's constitution and governance requirements. The role will include responsibility for data protection compliance, acting as the Society's Data Protection Officer (DPO).

The role will work closely with colleagues across the Society to ensure members are connected with relevant benefits, services and opportunities.

Responsibilities and Duties

Membership Growth and Retention:

• Manage membership recruitment, retention and engagement activity across key membership categories.
• Deliver initiatives and campaigns to attract new members and retain existing members.
• Monitor membership recruitment, renewals, lapsing and retention, identifying trends and recommending actions.
• Develop targeted activity to re-engage members at risk of lapsing and encourage lapsed members to rejoin.
• Support the growth of individual, student and corporate membership.
• Work with Marketing to develop campaigns that communicate the value of membership to prospective and existing members.
• Monitor progress against agreed membership targets and provide regular performance updates.
• Identify opportunities to increase membership conversion and retention.

Member Journey and Engagement

• Manage and continually improve the member journey from joining and onboarding through to renewal.
• Develop onboarding programmes that encourage new members to engage with the Society and understand the benefits available to them.
• Develop targeted member communications based on membership type, career stage, interests and engagement.
• Identify opportunities to increase participation in events, training, professional development, networks, publications and other member benefits.
• Develop initiatives to support members at key stages of their membership journey.
• Work with colleagues to ensure members receive a consistent experience across the Society.
• Gather member feedback and use insight to recommend improvements to services and communications.

CRM, Data and Member Insight

• Manage the effective use of the CRM for membership activity.
• Maintain membership data quality and support colleagues in following agreed CRM processes.
• Develop audience segmentation to enable targeted and personalised member communications.
• Develop automated member journeys and communications where appropriate.
• Analyse member behaviour and engagement to identify trends, risks and opportunities.
• Produce dashboards and reports covering membership growth, retention, engagement and renewal.
• Use data to identify members who may be at risk of lapsing and develop appropriate interventions.
• Ensure membership data is managed in accordance with GDPR and data governance requirements\

Membership Governance, Processes and Data Protection

• Ensure membership processes and procedures comply with the Society's constitution, membership rules and governance requirements.
• Maintain and improve membership policies, procedures and administrative processes to ensure consistency, efficiency and compliance.
• Oversee the application of membership eligibility criteria, categories, admissions, renewals and resignations in accordance with the Society's governing documents.
• Act as the Society's Data Protection Officer (DPO), overseeing compliance with UK GDPR and data protection legislation, providing advice to colleagues and supporting the management of data protection risks.
• Ensure membership records, data handling and communication preferences are managed in accordance with data protection requirements.
• Identify opportunities to streamline membership administration and improve processes through the CRM.
• Support the preparation of membership information and reports for the Society's committees, General Council and Board as required.

Membership Communications

• Work with Marketing to plan and deliver communications supporting recruitment, engagement and retention.
• Develop targeted membership communications for different audiences and stages of the member journey.
• Ensure members are regularly informed about relevant benefits, services and opportunities.
• Review the effectiveness of membership communications and recommend improvements.
• Provide membership content and insight to support wider marketing campaigns.
• Ensure membership communications clearly demonstrate the value of belonging to the Society.

Project and Stakeholder Management

• Manage membership projects from planning through to delivery and evaluation.
• Work with colleagues across the Society to deliver membership objectives.
• Build relationships with members, volunteers, committees, universities and corporate organisations where appropriate.
• Support the Head of Marketing and Membership in developing and delivering the Society’s membership strategy.
• Contribute ideas and recommendations to improve membership processes, benefits and services.
• Ensure projects are delivered to agreed timescales and objectives.

The responsibilities outlined above represent the core requirements of the role. There may be occasions when the postholder is asked to undertake other duties appropriate to the level of the position.

Person Specification

Experience – Essential

• Experience working in membership, customer engagement, customer experience or a related role.
• Experience of delivering membership, customer retention or engagement activity.
• Experience of working with a CRM or membership database.
• Experience of managing member or customer communications.
• Experience of using data and reporting to understand behaviour and improve engagement.
• Experience of managing projects and working with different stakeholders.
• Experience of managing multiple priorities and meeting deadlines.
• Experience of managing and improving administrative processes, policies and procedures.
• Experience of applying organisational rules, policies and governance requirements.
• Experience of handling personal data and supporting compliance with data protection requirements.
• Experience within a professional body, membership organisation, association or charity.
• Experience of membership recruitment and retention campaigns.
• Experience of student or early-career membership programmes.
• Experience of developing member or customer journeys.
• Experience of marketing automation and audience segmentation.
• Experience of working within a professional body, learned society, membership organisation or charity.
• Experience of interpreting and applying constitutional documents, Articles of Association or membership regulations.
• Experience of acting as a Data Protection Officer or supporting organisational GDPR compliance.

Knowledge

• Understanding of membership recruitment, retention and engagement principles.
• Understanding of member or customer journey development.
• Understanding of CRM systems and membership databases.
• Knowledge of audience segmentation and targeted communications.
• Understanding of how data and insight can support membership growth and retention.
• Understanding of organisational governance, membership rules and constitutional requirements.
• Knowledge of UK GDPR, data protection legislation and information governance.
• Understanding of how membership processes and procedures support compliance, efficiency and the member experience.

Skills and Abilities

• Strong relationship-building and stakeholder management skills.
• Strong organisational and project management skills.
• Ability to understand member needs and translate these into practical improvements.
• Ability to interpret membership data and make recommendations.
• Strong written and verbal communication skills.
• Ability to manage competing priorities and meet deadlines.
• Good attention to detail and commitment to data accuracy.
• Ability to work independently and as part of a wider team.
• Confident using CRM, email and digital platforms.

Personal Attributes

• Member-focused with an interest in improving the member experience.
• Proactive and solutions-focused.
• Collaborative and able to build effective working relationships.
• Adaptable and comfortable managing changing priorities.
• Curious about what drives member engagement and retention.
• Committed to continuous improvement and learning.

Desirable Technical Experience

• Experience of iMIS or another membership CRM.
• Experience of email marketing and automated member journeys.
• Experience of dashboard and reporting tools.
• Experience of website content management systems.
• Experience of Google Analytics or similar reporting tools.

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