Membership Development Manager

• Ref:2268
• Date Published:2009-11-05
• Consultant:Simon Goymer
• Type:Permanent
• Category:Customer Services
• Location:City
• Salary:£38,000 - £42,000

Professional members organisation requires an experienced Membership Manager to help develop membership services with a particular focus on retention and fulfilment.

Responsibilities:

Reviewing, developing and monitoring the effectiveness of online membership services
Monitoring the use of online services and the website with specific relation to the recruitment and retention of the membership, developing new services and communication methods as appropriate.
Providing supplementary management support to the Membership Development Team's Deputy Managers where necessary, in order to support the Head of Membership Development in ensuring that all areas of the team are being developed effectively.
To be responsible for personnel matters including regular 1-2-1 reviews and mid term/annual appraisals.
To attend and contribute effectively to divisional, senior and team management meetings, providing statistical updates on progress against the organisation's value chain targets as appropriate.

Strategic management

To work with the Head of Membership Development in establishing a strategy for enhancing the levels of membership engagement with all membership services, online and offline.
To identify and manage projects/research activities which will help the organisation to deliver on its business plan objectives.
To work closely with the Membership Development Manager (Support) in order to continuously review the existing benefits of Membership ensuring that customer feedback is captured and considered as appropriate.
To review the levels of engagement amongst members with online membership services and to proactively identify statistical trends and use this information to develop an understanding of the customers and their interaction with online services.
To establish effective integration between online and offline membership services working with the Head of Membership Development.

Operational management

To manage the work relating to the provision of effective online membership services, working with all appropriate staff, in order to ensure the organisation maximises the potential to engage with members through online service provision.
To review, develop and monitor the effectiveness of all online service related promotional material, including soft and hard copy, ensuring that it is both up-to-date and fit for purpose.
To ensure that adequate quality assurance systems are in place for all areas related to the provision of online membership services.

Communication

To develop excellent communication with online membership service users via the organisation's website, ensuring that all appropriate webpages are up to date and the content relevant, monitoring the effectiveness of these pages on a regular basis.
To ensure that all online membership service users are provided with clear and appropriate guidance in how to pursue the relevant services, and are additionally provided advice and information in response to related enquires.
To develop friendly, positive and supportive relationships with external and internal customers, and to provide them with excellent service.

Skills and experience

Understanding and experience of developing and managing strategies and implementing plans with particular relevance to:
online service development
development of integrated membership services
income generation.
Effective leadership skills/style.
Effective written and oral communication skills.
Experience of effective customer /member relationship building /marketing.
Experience of third party partnership development and management.
Experience of project /resource management, budgeting, scheduling.
Highly organised, strategic and creative thinker with an inclusive and 'can do' attitude to problem solving.


Please note that only successful candidates will be contacted