Membership Services Manager. Grade 5

Transcription

1 Membership Services Manager Grade 5

2 Job description Job Title: Division: Membership Services Manager Professional Date: January 2013 Reporting to: Responsible for: Head of Membership Journey Team 3 Team Managers Main contacts: Internal: All AAT Divisions xternal: AAT members at all levels, Members in Practice, mployers, potential Students and members, non-member audiences, membership service providers and other third party organisations Major Objectives: To work strategically towards the achievement of AAT s value chain targets, with a particular focus on the Deepening, Progression and Fulfilment strands. To maximise the efficiency and effectiveness of the role that the Membership Services Team plays as part of the Professional Division, ensuring the strategic management of the team s activities to deliver progression and retention at all core membership levels by: Monitoring membership engagement with online and off line benefits and services with specific relation to the recruitment and retention of AAT s membership, developing new services and communication methods to members appropriate to the level they are at. Reviewing, developing and implementing effective operational systems. To identify and exploit appropriate opportunities to build relationships with people outside AAT s core membership activities, by developing products and services which expand the way in which people want to engage with AAT. To deliver a culture of proactive behaviour and a commitment to a high standard of customer service within the Membership Benefits and Services area. Responsibilities Strategic Management To identify, implement and manage projects/research initiatives above and beyond business as usual activity to assist AAT in delivering on its Business Plan objectives, with particular emphasis on Growth and Diversification. To oversee the implementation of and continue to review the effectiveness of AAT s suite of online and offline benefits and services, identifying areas for change or improvement in consultation with the Head of Membership Journey team. To establish and implement a strategy for enhancing the levels of member and non-member engagement with AAT s membership benefits and services, both online and offline. To proactively identify statistical trends, using this information to develop an understanding of AAT s customers and their interaction with AAT s services and to act on this intelligence appropriately. To work with managers across the Membership Journey team (MJT) to ensure that the focus of the Services area directly supports the impact of the MJT s progression and retention efforts, as well as engages and fulfils the needs of AAT s professional members. To continuously review the existing benefits and services, ensuring that customer feedback is captured, considered and used as appropriate.

3 To attend and contribute effectively to divisional, senior and team management meetings, providing statistical updates on progress against AAT s value chain targets as appropriate. To identify and attend appropriate external meetings/functions in order to develop an external network of contacts, using these opportunities to gather insight and share best practice with a view to using this insight to further develop and enhance the objectives of the Team. Resource Management To manage and appraise the Membership Services Team Managers, motivating them and the Membership Services team to achieve specific targets and objectives; identify their individual learning and development needs and ensure that these needs are met effectively. To develop effective team plans with specific relation to the Deepening, Progression and Fulfilment strands of AAT s Value Chain and ensure that resources are deployed effectively to meet these plans. To engender a sense of commitment within the Membership Services Team to providing a high standard of service to all relevant stakeholders. Operational Management To manage the work relating to the provision of effective membership benefits and services, working with all appropriate AAT teams, in order to ensure AAT maximises the potential to engage with members through its service provision. To identify and consider operational areas for review, negotiating for internal change as and when necessary, in consultation with the Head of Membership Journey Team. To review, develop and monitor the effectiveness of all relevant promotional material in collaboration with the Marketing Division, including those in soft and hard copy format, ensuring it is up to date and fit for purpose. To ensure adequate quality assurance systems are in place for all areas of the membership services team work. Online and Systems development To identify and develop effective online services and systems to help with the achievement of the Membership Services Team objectives and to ensure the delivery of these services to AAT members and non-members (where appropriate). To take responsibility for ensuring the maintenance and development of the relevant areas of AAT s CRM systems, ensuring that any developments are appropriately resourced and tested effectively ahead of delivery. Budget To prepare a regular breakdown of targets to be achieved both from both a value chain and financial perspective, and to monitor the team s performance against these targets. To oversee the preparation of an income and expenditure budget relating to the Membership Benefits and Services area, in consultation with both the Director of Professional Development and the Head of Membership Journey team. To ensure that the performance of the team against budget is monitored effectively through the monthly management accounts and quarterly reviews. Board/working parties To prepare Board papers, within strict deadlines, on matters relating to the Membership Benefits and Services team, including papers on policy and project development and the development of any relevant regulations, in consultation with the Head of Membership Journey team. To be Secretary to any internal working parties set up to consider professional membership issues as and when they are established. To attend the Members Services Board and other Policy Board/Working Parties as and when required.

4 Communication To oversee the work of the Membership Services team in ensuring the communication flow with the rest of the organisation, and in particular the Membership Journey Team, is efficient and effective. To ensure that the Membership Services Team operates a highly efficient mechanism for sharing customer information and insight across the rest of the organisation, and in particular the Membership Journey team. To develop excellent communication with relevant customers via AAT s website ensuring that all appropriate web pages are up to date and the content relevant, monitoring the effectiveness of these pages on a regular basis To ensure that all relevant AAT customers are provided with clear and useful guidance, advice and information in response to all enquiries. Attendance at events To attend AAT functions during the day or evening, across the UK (that may require overnight stays) and internationally as and when required. To give effective and professional presentations as and when required and communicate positively and effectively with AAT members and other stakeholders as appropriate Customer-centricity Develop friendly, positive and supportive relationships with external and internal customers, and to provide them with excellent service. Actively learn from customer feedback, comments and suggestions, including complaints, to review and improve existing processes, and by doing so to anticipate other customer s needs. To communicate this knowledge to relevant colleagues. Meet and exceed service standards for customers of the team, both internal and external Understand situations from the perspective of customers so that appropriate and relevant solutions can be identified. Corporate social responsibility Apply the principles of the CSR policy in your day-to-day role, particularly reduce-reuse-recycle. Adhere to the AAT s responsible business practices, such as high standards of governance, raising employment standards for employees, and forming trade and community partnerships with appropriate organisations. General Carry out any other duties as may reasonably be requested by the line manager. Work in such a way as to minimise the risks to the information technology environment safely, securely and confidentially. Have regard for own actions and those of others in the interests of safety. Contribute to the tidiness of the office. Demonstrate a commitment to and (where possible) an involvement in AAT quality initiatives such as Investors in People (IIP). This job description does not form part of your contract of employment.

5 Person specification Area Description ssential or desirable Knowledge Project Management techniques, including briefing and scheduling Knowledge of professional bodies, training and/or accountancy profession D Knowledge of vocational education and qualifications D Aptitude/Personal Strategic and creative thinker with a positive can do Qualities attitude Practical self-starter with high degree of initiative Ability to take ownership and responsibility Results driven Professional and credible within the organisation Good team worker/leader Strong customer focus Skills xcellent written and spoken nglish Planning and managing complex activity schedules Prioritisation and management of multiple projects Good project management skills Good financial management skills Good negotiation, influencing, relationship building and persuading skills Numerate and analytical xcellent presentation skills xperience Strategic development/implementation Briefing and managing multiple projects Budget management Strong team management Understanding of benefits and services provision Income generation through third party partnership Membership of appropriate Professional D bodies/associations ducation Degree-level standard or equivalent

6 Summary of standard terms and conditions Salary: Working hours: Annual leave: up to 46,000 per annum, depending on experience. 35 hours per week. 30 days and statutory bank holidays plus two discretionary days for Christmas (office shuts between Christmas and New Year). Pension: contributory pension scheme employers contribution over 10%. Life assurance: PHI: Other: Location: Notes: four times annual salary. income protection is offered subject to terms of the policy. company sick pay scheme. season ticket loan after completion of probationary period. enhanced maternity, paternity and dependency leave provisions. subsidised social events. 140 Aldersgate St, London, C1A 4HY This post will be subject to background checks. A full statement of the main terms and conditions of employment will be supplied with any formal offer of employment. The above information may be helpful to applicants as a guide but should not be treated as a substitute for a full contract. Our vision To put AAT at the heart of every business. Our overall aim To make AAT essential for people, businesses and organisations. To achieve our overall aim, we will: grow expanding our core membership by increasing recognition, creating demand, and maintaining a strong and valued relationship with members innovate embrace the possibilities of change and development to be ahead of the game diversify attracting people beyond our core membership, with new AAT products and services stay financially secure managing our resources efficiently and effectively and investing wisely to continue to develop and progress. In pursuing these actions we will remain a customer driven organisation which adds value by understanding and exceeding our customers and stakeholders expectations and needs. We are committed to the highest standards of quality delivered by a focused and motivated team, strengthening AAT s reputation and brand, within a framework of best practice in corporate governance. AAT has made a commitment to operate in a sustainable way with respect for the environment and to exceed the legal minimum requirements for corporate social responsibility. How to apply To apply for this hot opportunity please send a CV and covering letter to jobs@aat.org.uk Closing date: 11 February, 2013 HR contact details t: (answer phone) e: jobs@aat.org.uk w: aat.org.uk/careers