MARKETING, MEMBERSHIP AND EVENTS ASSISTANT JOB DESCRIPTION AND PERSON SPECIFICATION

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1 MARKETING, MEMBERSHIP AND EVENTS ASSISTANT JOB DESCRIPTION AND PERSON SPECIFICATION

2 1. Job details Job title: marketing, membership and events assistant Responsible to: membership manager Directorate/Team: enterprise/marketing and membership 2. Job purpose Work across the marketing and membership team providing administrative and project support for the implementation of: 1. marketing plans for NCVO membership, events and discounted services using accurate data across a number of channels (web, , direct mail, social media) 2. effective data profiling, updating and manipulation, and 3. an annual programme of high quality conferences and events, including NCVO s flagship annual conference. 3. Dimensions Operational responsibility for administering the membership applications, sending welcome and pack and acting as main point of contact for membership queries and dispatching member certificates. Discuss the needs of members that are looking to resign from membership and convince them to remain in membership. NCVO s current membership is 11,500. The target for 2015/16 is 12,000. Support events officer in administering an annual programme of high quality conferences and events including NCVO s flagship annual conference with c1,000 attendees. Support the marketing and membership team in effective and efficient data profiling, updating and manipulation working with all contacts on NCVO s contact database. Support the implementation of marketing plans to help the business development function achieve targets of 500,000 income in 2015/16. The post holder manages no staff, but may be asked to task manage temporary staff and interns and / or trainees as appropriate.

3 4. Organisation chart Head of and Marketing & Membership Marketing & Events Coordinator Membership Manager Other reports Events Officer Marketing Assistant Marketing, Membership & Events Assistant (THIS ROLE) Membership Officer Marketing Data Assistant Membership Finance Administrator

4 5. Main accountabilities of the post a. Operational responsibility for administering the membership applications and acting as main point of contact for membership queries Process new member applications, renewals and resignations. Lead on database administration. Send welcome and renewal pack and s. Deal with membership queries via phone, and our customer relationship management database. Proactively identify and improve the efficiency of administrative processes. b. Support the events officer in administering an annual programme of high quality conferences and events, including NCVO s flagship annual and trustee conferences Manage all delegate administration - be the main point of contact for all delegate enquirers, process bookings, send confirmations, lead on database administration and co-ordinate special requirements. Manage all speaker administration keep in regular contact with speakers and workshop organisers, ensure they receive all relevant event information well in advance and that they provide presentations and requirements in line with agreed deadlines. Assist in liaising and negotiating with venues and other suppliers. Control event budgets by raising and managing invoicing and credit control activities. Proactively identify and improve the efficiency of administrative processes. c. Support the marketing and membership team in data profiling, updating and manipulation Profile customer usage of supplier deals on NCVO s contacts database. Download and segment data for mailing lists to support the marketing and communications activities of the team. Provide data and reports using the database to help inform marketing plans. Responsible for ensuring the contact details and activity records within the database are kept up to date and accurate and within Data Protection Legalisation requirements. Proactively identify and improve the efficiency of database processes. d. Work with and support marketing and membership team to implement integrated marketing communications plans across a number of channels (web, , direct mail, social media) for the membership, events and discounted services functions Assist in implementing marketing plans for NCVO membership, discounted services, events and other income generating products and services. Support communications about marketing and membership products and services. Help to provide marketing information (contact data and reports) using NCVO s contacts database to help inform marketing plans.

5 Input to the creation and sending of targeted and direct mail campaigns. Liaise with external mailing houses and marketing agencies. Help to set up effective systems to monitor and evaluate the success of marketing campaigns. e. Assist in other brand awareness raising and marketing activity To support the development and dissemination of marketing materials. Manage NCVO branded promotional materials for external events including liaising with designers, ordering and managing stock and quality control. f. Provide administrative support to the marketing and membership team Maintain effective office systems to support the work of marketing and membership. Raise invoices and monitor budgets and expenditure according to NCVO s financial procedures. Set up and service meetings as required. Undertake any other reasonable duties to assist the marketing and membership team in delivering its objectives. Provide administrative support to team in relation to HR matters in accordance with NCVO s devolved approach to HR. Task manage temporary staff, interns and / or trainees as appropriate. 6. Work context Each day millions of people make a difference to the causes they believe in through voluntary organisations and volunteering. This thriving voluntary sector and volunteer movement are essential for a better society especially in times of challenge and change. That s why, inspired and empowered by our 11,500 members, NCVO champions the voluntary sector and volunteering. We do this by connecting, representing and supporting voluntary organisations, from the smallest community groups to the largest charities. The team aims to achieve NCVO s vision by delivering high quality direct marketing for events and membership services in collaboration with the digital and communications team. Provide high quality services to existing members, recruiting new members and implementing the collaborative membership strategy. The marketing, membership and events assistant plays an essential role in delivering excellent customer service to our members whilst playing a key role in achieving our financial targets.

6 The marketing and membership team is part of the enterprise department, one of four departments at NCVO. The other departments are volunteering and development, public policy and planning and resources. Our job is to help our member charities thrive and improve what they do while making unrestricted income for NCVO that is used to provide even more support to our members. NCVO is an Investor in People and Positive about Disabled People. 7. Autonomy and decision-making Authorised to order office items and promotional items within NCVO s financial controls Authorised to supervise temporary staff Liaise with a full range of internal and external partners 8. Communications The post holder communicates both internally and externally with a wide range of people and organisations. Internal Contact and liaison with directors, team leaders to coordinate the planning and delivery of marketing and events. Work with the membership, business development, marketing and events unit and the communication department to coordinate planning and publicity for membership, discounted services, events and conferences. Co-ordinate with other teams to ensure a high quality of customer service. External Extensive communication with non-member organisations and member organisations including telephone, direct mail, online and web. Main point of contact for conference delegates. Contact and liaison with speakers, sponsors, venues, caterers, audio visual companies and other suppliers.

7 9. Main areas of difficulty Complex and competing administration and communication priorities. High reputational risk if key flagship events are not developed, publicised and implemented to a high quality standard. Internal and external partnership working. 10. Essential knowledge and skills required Knowledge Educated to A level standard or equivalent experience Knowledge of Microsoft Office and its component parts and using databases Knowledge of marketing principles and/or event management Knowledge of the voluntary and community sector Skills Act on own initiative Prioritise a heavy workload Flexibility to manage peaks of pressure Excellent attention to detail Proven ability to improve and make administrative systems more efficient and effective Experience Experience of a demanding and complex administration Experience of organising events, conferences or meetings Experience of working with data for customer relationship management purposes Experience of working to budgets and keeping accurate financial records Experience of providing high quality customer care and successfully dealing with a wide range of people

8 11. General information To, at all times, adhere to NCVO s policies on: equal opportunities diversity and dignity at work health and safety confidentiality no smoking environment and sustainability manage all work related contacts and projects on NCVO s CRM system.

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