Company Description
The Chartered Institute of Loss Adjusters (CILA) is an internationally recognized professional body for loss adjusters and insurance claims specialists. It establishes the professional and ethical benchmarks for claims handling through its qualifications framework and code of professional conduct. Completing CILA’s globally respected qualifications opens avenues to dynamic and rewarding careers.
Role Description
This is a full-time hybrid position, covering a maternity, primarily based in London, with some flexibility for remote work. As Membership Engagement & Events Manager, you will lead the strategy, development, and delivery of CILA’s member engagement and events programme. You’ll be responsible for creating and managing initiatives that strengthen the value of membership, enhance the member experience, and support a vibrant and connected professional community. From initial concept through to delivery and evaluation, you will design engagement activities, coordinate member networks, oversee events, and ensure that all activities align with organisational objectives and meet the evolving needs of our members.
This role requires a customer-focused self-starter who takes initiative, drives continuous improvement, and works collaboratively across teams. You will oversee the full member engagement lifecycle, proactively encouraging participation, supporting volunteer contributions, managing corporate relationships, and delivering high-quality events that promote learning, networking, and professional excellence. The role will require strong project management skills, sound judgement, and the ability to develop and implement activities that deliver meaningful value to the Institute and its members.
Key Objectives
· Member Experience: Deliver excellent customer service and a consistent, high-quality experience for members and prospective members throughout the entire membership lifecycle, from onboarding to renewal.
· Stakeholder Collaboration: Work closely with volunteers, committees, corporate members, and other key stakeholders to ensure engagement activities and events align with member needs, industry developments, and CILA’s strategic objectives.
· Continuous Improvement: Gather and incorporate feedback from members, corporate partners, volunteers, and event participants to continually improve engagement initiatives, member services, and the overall value of CILA membership.
· Events Delivery: Lead the planning and delivery of CILA’s events programme, including the annual conference, webinars, workshops, and Special Interest Group events, ensuring high-quality content, effective speaker coordination, and appropriate sponsor involvement.
Key Responsibilities
Strategic Leadership in Member Engagement
• Develop and implement a member engagement strategy that increases participation, retention, and satisfaction across all membership categories.
• Use data insights, CRM analytics, and member feedback to inform strategic decision-making and continuous improvement.
• Oversee the design and delivery of a consistent and inclusive member journey, from onboarding to renewal.
• Support and coordinate member networks, committees, and special interest groups, ensuring alignment with CILA’s objectives and governance standards.
• Build strong relationships with corporate members and key stakeholders, ensuring the delivery of meaningful and visible value.
• Contribute to initiatives that enhance the professional community and member experience, such as mentoring, recognition, and knowledge-sharing programmes.
Events Strategy and Delivery
• Lead the planning, coordination, and execution of CILA’s events programme, including the annual conference, webinars, workshops, and regional events.
• Develop an events strategy that supports CILA’s engagement goals, promoting professional excellence, networking, and learning opportunities.
• Collaborate with the Secretariat, committees, and sponsors to create innovative, relevant, and high-quality event experiences for members.
• Manage event logistics and budgets to ensure efficient and professional delivery.
• Evaluate event success through data analysis and member feedback, producing insights to inform future planning.
Cross-Team Collaboration and Oversight
• Work collaboratively across teams to integrate member engagement and event activity into CILA’s broader organisational priorities, including qualifications, communications, and digital services.
• Provide day-to-day guidance and prioritisation support to the Administrator, ensuring smooth delivery of membership and event administration.
• Support the Executive Director in the continuous improvement of administrative systems, workflows, and service delivery to enhance efficiency and quality.
Insight, Reporting, and Representation
• Maintain accurate membership and event data in collaboration with the Information Resources Manager, ensuring integrity and usability for decision-making.
• Produce regular reports and analysis on member engagement, event performance, and related KPIs for the Executive Director and Management Team.
• Represent CILA at relevant industry and member events, acting as a professional ambassador for the Institute.
• Monitor emerging sector trends, engagement practices, and event innovations, applying insights to strengthen CILA’s strategy and delivery.
Location
This is a EC3V central London office based role and the core hours are 9-5. The role is within a small dedicated team and requires cooperation, support, contribution and back up to all team members.
The Institute has an Agile Working Policy meaning that remote work and flexible working hours are possible subject to the Institute’s needs and the delivery on all Institute objectives.
Salary and Employee Benefits
· Salary: circa £45,000
· Company pension scheme
· Employee bonus scheme (on successful completion of probation)
· 25 days annual leave pro-rata (plus bank holidays) per annum
· Support for relevant qualifications
* · Agile working