Membership Manager

The role will focus on developing membership journey programmes to ensure our members receive a top quality service from the Society and that all membership processes are undertaken with efficiency, energy and effectiveness. The Membership Manager will also play a crucial role in promoting RSTMH and its membership offer to our members and supporters. This person would be the first point of contact for our members and must be professional, a sound communicator, and efficient in their approach.

Part of this role involves creating policies and processes to ensure members feel valued at each stage of their journey with RSTMH, developing new marketing products and materials for recruiting and retaining members where necessary. The successful applicant will have membership management experience within a relevant charity or learned society and will relish the opportunity to take on a new challenge, working on their own initiative for much of the time.

The role includes:

• Leading on developing and implementing current strategies to increase members of RSTMH, including monitoring and evaluating performance against plans and KPIs.
• Analysing, identifying, and developing plans to optimise member journeys.
• Managing enquiries from current/prospective members in a professional, timely manner, to agreed service targets.
• Cultivating strong relationships with members and understanding their specific needs so that RSTMH can support them most effectively via targeted communications.
• Establishing and maintaining systems to report and evaluate RSTMH's membership retention and recruitment success.
• Delivering reports to keep the team, CEO, and Board up to date with progress on membership activities and strategy.
• Supporting the Senior Manager with leading our CRM (CiviCRM) development work.
• Working with the team to develop activities and marketing campaigns to improve membership value, recruitment, and retention take-up, achieving target conversion rates from other activity areas and feeding into relevant strategies and communications.
• Collaborating with department Managers to increase membership recruitment within their stakeholder groups.
• Developing and overseeing communication templates for members, ensuring these are kept up to date.
• Keeping up to date with best practice in membership management.
• Ensuring the RSTMH website, journals, materials, and other channels have up to date membership information.
• Working with a third-party finance company to ensure membership subscription payments and renewals are processed efficiently and effectively, and ensuring payment processes are fit for purpose, including payments from other currencies.
• Assisting with the agenda and delivery of the International Members Committee to ensure RSTMH's offering to members and Fellows fulfils the overarching Society strategy and supports membership goals.
• Working closely with the Communications Manager to commission and create content for the bi-weekly Members newsletter and membership recruitment campaigns.
• Representing RSTMH at relevant events to promote membership and track success of these activities.
• Exploring new opportunities to expand membership, through new membership types, marketing opportunities, or any other means.

Qualifications:

• Passion and commitment to the work and goals of the Society.
• At least 3 years' experience of working in a membership role, with experience of recruitment and retention campaigns.
• Experience of working in a learned society or membership organisation.
• At least 2 years' experience using CRMs (specific experience with CiviCRM and SearchKit would be highly desirable).
• Experience of developing and delivering successful membership programmes that have increased recruitment and demonstrably reduced attrition.
• Experience of creating compelling messages to different audiences.
• Highly organised, with the ability to self-plan and prioritise workloads.
• Ability to communicate technical details to non-technical people.
• Experience of using social media in a professional capacity.
• An understanding of current and emerging membership and marketing trends.
• A solid understanding of relationship building and how to create a compelling membership journey.
• Excellent oral, copywriting, and communication skills.
• Effective decision-making skills.
• Self-starter, able to work proactively and think ahead.
• Strong relationship builder.
• Good understanding of the analytical methods used to increase engagement from members, and knowledge of approaches to increase member interaction.
• High degree of integrity and professional credibility.
• Good team player, with an understanding of the challenges of working in a small team.
• Resilience under pressure.
• Flexibility to work outside of office hours, and to travel within the UK and beyond, as required.
• Knowledge of global health or international development is desirable.

RSTMH is a charity and membership society for those working or interested in tropical medicine and global health, currently having around 2,000 members and Fellows from more than 100 countries, with a network of more than 10,000 involved with our work in some way. We are looking for an experienced Membership Manager who will help us manage all aspects of our membership programme, maintaining high levels of retention and developing and delivering new recruitment strategies for members across the world.