Job Description
Introduction
Chelsea Physic Garden, London's oldest botanic garden and an independent educational charity, is seeking an experienced Membership Manager to lead the growth and development of its membership community. Reporting to the Commercial Director, this pivotal role focuses on driving membership acquisition, retention and income, while delivering an excellent member experience that supports the Garden’s mission to inspire wonder, wellbeing and discovery through plants.
Key Responsibilities
* Lead and deliver membership growth strategies, with a strong focus on acquisition, retention and visitor-to-member conversion
* Manage all membership processing, renewals and records using Raiser’s Edge NXT, ensuring accuracy and GDPR compliance
* Develop and oversee membership communications and recruitment campaigns across digital and print channels
* Support and train front-of-house staff and volunteers to maximise onsite membership sales, Gift Aid and upselling
* Analyse membership data and sales trends to inform decision-making and improve performance
* Build strong relationships with members, delivering effective stewardship, events and engagement opportunities
* Manage third-party suppliers, including the membership mailing house, ensuring service level agreements are met
* Collaborate across Marketing, Development and Visitor Experience teams to enhance the end-to-end member journey
* Contribute to major public events and participate in a weekend duty management rota
Person Specification
Essential
* Sales-orientated, with a proven ability to meet or exceed targets
* Experience working within a charity, heritage, cultural or arts organisation
* Substantial experience using Raiser’s Edge
* Strong knowledge of data protection and Gift Aid legislation
* Excellent written and verbal communication skills
* Confident working with CRM systems, MS Office and related platforms (e.g. Shopify)
* Experience managing suppliers and processing financial information such as Direct Debits
* Experience producing mass communications, including letters and emails
Desirable
* Highly self-motivated with the ability to use initiative
* Strong organisational skills and ability to manage competing priorities
* Experience supervising volunteers
* Copywriting experience
Package Offer
* Permanent, full-time role (35 hours per week, including some evenings and weekends)
* 33 days’ holiday per year, including public holidays
* Salary exchange pension scheme (6% employer / 3% employee contribution after probation)
* Time off in lieu for weekend and bank holiday working
* Flexible working arrangements, with a minimum of three days per week onsite
* Additional benefits including season ticket loan, cycle purchase scheme and employee assistance programme
* Unique opportunity to work within a historic and internationally recognised garden in central London