Job Description. Membership Manager. Background

Transcription

1 Job Description Post Location Responsible to Membership Manager London Director of Communications Background Our mission is to create an environment where social enterprise flourishes, and our members are key to achieving it. This is a new role, representing a strategic investment in the development of our membership function. It reflects a key aim of our business strategy to ensure members are at the heart of everything we do. To date the membership function has been managed by a Membership Officer, supporting the Business Manager. The new post will be located with the communications and policy teams so that members are represented in all of our core activities. Our membership has grown by a third in the last six months and our prospect pipeline is large. We need a motivated person who wants to deliver on the many opportunities that are coming our way to build a large, vibrant and powerful membership base. Purpose of Post To manage and develop SEUK s membership function ensuring members views, interests and activities inform all aspects of our work. To manage recruitment of new members and retention of existing members through an effective programme of member communications and engagement activity.

2 Main Tasks and Responsibilities 1. Membership strategy To work with the Director of Communications and the Director of Business and Enterprise to develop the organisation s short, medium and long term membership recruitment and engagement strategy. Take responsibility for the effective running of membership services and to ensure that members customer journeys are designed for maximum benefit and retention across SEUK s activities 2. Membership recruitment processes Recruit new members in line with annual recruitment targets. Enable all staff at SEUK to get involved with member recruitment and retention, so that all possible touchpoints and activities are opportunities for member engagement, promotion, recruitment and retention. Ensure timely processing of member applications and managing new members finding out about them, organising systems so that they get the customer journey they want and need, and making sure that the whole organisation is aware of new members and how our overall membership is changing and developing. Initiating phone, written and face-to-face communications with prospects, scheduling and conducting follow-up activity until opportunity won/closed Support the production of timely reports to the Senior Leadership Team on prospects, conversion of prospects and how membership is supported by other teams and functions.

3 3. Member retention Develop SEUK s member retention strategy and meet retention targets by ensuring members are getting all that they can from their membership with us. Ensure timely processing of renewals so that there is a steady flow of income from member fees. This means developing a strong understanding of our CRM database (salesforce) and managing activities using its capabilities. Ensure the delivery of existing member services. Proactively seek feedback from members on SEUK s services and other relevant issues. Identify and design new member benefits/services that would add value to the membership offer based on feedback from members, non-members, staff, Board and Council. 4. Marketing communications, tools and collateral Work with the communications team to develop marketing materials, campaigns and events to attract and retain members. Develop and keep updated all membership materials, including the membership area of the website. Create and maintain sales collateral, including powerpoint presentations, proposal templates for larger organisations and for volume-recruitment opportunities Proactively identify, research and approach new member prospects Maintain Salesforce and provide regular sales reports

4 5. Other Duties Support SEUK s wider programme of activities, externally promoting the organisation and recruiting members at events, exhibitions, face-to-face meetings and occasionally in the media. Identify and manage bespoke projects which will further the aims and objectives of SEUK and its membership Share information and advise on changing trends, issues and news within the sector that you become aware of. Service own administrative needs, maintain transparent and up to date computer and paper records of work. 6. General Ensure the implementation of SEUK s Code of Conduct, Health and Safety policy and Equal Opportunities policy in all areas of the work. Ensure that all activities for which this post is responsible are carried out in accordance with SEUK s policies, to the highest ethical standards and in accordance with the organisation s values, legal requirements, best practice and internal guidelines Any other duties as agreed by the Director of Communications

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6 Person Specification Post Location Responsible to Membership Manager London Director of Communications Experience/ Qualifications Knowledge/ Skills / Ability Essential At least 2 years working in a membership, network management or relationshipfundraising role Experience of managing a database (preferably Salesforce) and regular reporting Excellent interpersonal and communication skills Organising own workload, setting and successfully meeting priorities and deadlines A well-developed knowledge and understanding of: - Engagement managing relationships and creating the desire to join or stick with an organisation - Communications and marketing - Target-setting and a trackrecord of achieving against targets Desirable Experience of B2B sales, marketing or fundraising. Sales or fundraising experience Knowledge and understanding of the social enterprise, community or voluntary organisations

7 Excellent proven ability in writing and presenting information Ability to work flexibly, independently and as part of a team An understanding of and commitment to diversity and equality as it applies in the work place Not afraid of doing administration but able to minimise time needed for this and stay focused on the main goals retention and recruitment. Competencies (We want the post holder to be able to demonstrate the following competences to a high level and want to use these to the full in their work) Team working Communication Relationship-building Financial acumen Decision making and problem solving ability to work well with and design systems and processes Analytical skills Additional Requirements Resource and project management Willingness to work flexibly in response to changing organisational requirements

8 Terms and conditions Full time, permanent Minimum 35 hours a week. Evening and weekend work will be required occasionally Salary is c K NB in future we may consider a commission-based bonus Leave entitlement: 25 days pro rata Location: Central London A six-month probationary period will apply