Job Description Post Location Responsible to Responsible for: Membership Officer London Business Director N/A Salary: Hours: Negotiable based on Experience Full time 35 hours per week over 5 days Main purpose of post: The Membership Officer is the main face of membership across the organisation. It is a key role in ensuring that, internally, all SEUK staff continue to keep membership at the heart of everything we do. Externally, it is about ensuring membership satisfaction by improving retention rates, and being responsible for initiatives to improve and enhance the member experience. The role involves working closely with all members of staff, in particular liaising with the Marketing Officer (on member recruitment), the Bookkeeper & HR Administrator (on renewal and salesforce development) and the Director of Business and Enterprise (on overall membership strategy). There will also be an increasing need to work closely with the membership team at Social Enterprise West Midlands to ensure effective co-working and integration. Key responsibilities Be accountable for membership and overall membership performance. Assist in identifying strategies to embed Membership packages into SEWM & SEUK offices and to integrate with other future acquisitions. Carry out training for SEWM staff on the processes associated with membership recruitment and management, including use of the Sales Force database Work with IT, Finance and Database staff at Sales Force to define and support changes to SEUK s overall database which will facilitate for responsibility for uploading/updating information. Undertake all necessary verification of information and synchronisation with Finance records for credit control purposes. To provide expertise to other members of staff on utilising the Sales Force membership database To utilise a range of media avenues to promote SEUK s membership 1
To report any faults in membership process Manage and contribute to the development of the CRM system and database rovide administrative support to the Membership Manager To maintain the membership Sales Force database ensuring all data is accurate Build and maintain strong relationships with all members and stakeholders Process new membership applications, co-ordinate membership application procedures and keep updated all membership application materials To act as the first point of contact for all members and prospective members, taking enquiries via multiple communication channels, providing a high level of customer service, and updating the database accordingly To manage the member life-cycle i.e. sale and payment, new member communications, member benefit administration and renewal process To assist in the creation and development of membership and marketing material e.g. letters, new member welcome packs, newsletters, e- communications, member questionnaires and brochures To manage and develop membership events Attend events, both internally and externally to promote SEUK and its membership opportunities Work with other departments across the organisation to maximise engagement with membership recruitment strategy Assist in the development of the membership recruitment and retention strategies Lead on the delivery and development of the membership retention plan. Lead on direct membership communications (member newsletter) Work with communications colleagues on delivery of other member communications (press releases, news stories, social media etc) Working closely with finance team ensure all internal processes and platforms are efficient and fit for purpose Maintain high profile for membership across the organisation Ensure all staff understand their roles and responsibilities regarding membership Deliver (with relevant staff) named contact scheme across organisation Work closely with marketing officer on developing an impactful acquisition programme that hits targets Ensure relevant reporting is produced for board/slt Position in the organisation: The post holder will be required to work closely with colleagues from the Business, Finance and Communications teams of Social Enterprise UK and its subsidiary SEWM The post holder will be required to liaise at senior levels externally 2
The post holder will report to the Director of Business and Enterprise General duties and key responsibilities: Support Social Enterprise UK s wider programme of activities where necessary, undertaking other duties as required. Maintain commercial confidentiality about Social Enterprise UK and partners activities. Ensure the implementation of Social Enterprise UK s Code of Conduct, Health and Safety policy and Equal Opportunities policy in all areas of the work. Attend training courses or take part in additional aspects of Social Enterprise UK s work that are relevant to the work as decided in conjunction with the Director of Business and Enterprise. Ensure that all activities for which this post is responsible are carried out in accordance with Social Enterprise UK s policies, to the highest ethical standards and in accordance with legal requirements, best practice and external guidelines. Service own administrative needs, maintain transparent and up to date computer and paper records of work. Act as an ambassador for Social Enterprise UK as appropriate. KPIs Ensure 1% improvement in financial retention rate and 2% improvement in overall retention rate Ensure all staff understand membership tasks they should be able to deal with Ensure close working with SEWM integration and complete by end of January 2016 Take accountability with marketing officer for achieving acquisition targets To assist and work a process with Finance team & systems for membership Credit Control on an ongoing basis 3
Person Specification Post Location Responsible to Membership Officer London Business Director Responsible for N/A Experience/ Qualifications Essential A high degree of organisational skills with excellent attention to detail and ability to plan and prioritise workload, successfully plan meetings and meet deadlines Developing and maintaining effective CRM systems and procedures Experience of using a CRM system such as Salesforce or equivalent Excellent telephone manner and able to communicate and sell effectively to a range of audiences Desirable Experience of working in A social enterprise, community or voluntary Organisations. Good standard of general education Educated to Graduate level with experience Ability to analyse data and produce reports Experience of working in a membership organisation Experience in a busy and demanding personal assistant Role. Used to communicating with People at a senior level. 4
Knowledge/ Skills Ability to prioritise a large and varied amount of administrative duties and deliver to tight timescales Tact and ability to develop contact and build relationships, diplomacy and respect for confidentiality Fully conversant with Microsoft packages (Outlook, Word, Excel and PowerPoint) and familiar with CRM system Excellent interpersonal and written and oral communication skills Open, assertive and good humour An understanding of and commitment to Diversity and Equality as it applies to the work place Competencies (We want the postholder 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 Decision making and problem solving Innovative thinking Analytical skills Additional Requirements Willingness to work flexibly in response to changing organisational requirements Terms and conditions Permanent full time post 5 days, 37 hours a week. Family friendly, flexible working 5
Salary negotiable based on experience Leave entitlement: 25 days plus bank holidays Location: Central London A six month probationary period would apply. 6% Stakeholder Pension To apply for this position, please send a CV and covering letter to Sabira.Kanji@socialenterprise.org.uk by midnight on Sunday 22 November 2015. Interviews will take place on the week beginning 23 Nov 2015. 6