The Institute for Social Value is hiring! Work with us.
Job Title: Member Success Executive:
* Location: Remote within the United Kingdom
* Contract type: Employee
* Job Type: Permanent
* Salary: £27,000 - £31,500
* Benefits: Flexible hours and remote working, access to training and events, opportunity to contribute to meaningful change, and a collaborative, values-led team culture.
Please note: Only candidates who are currently based in the UK and have the right to work here will be considered.
Overview:
We are looking for a proactive and detail-oriented Member Success Executive to support our growing member base. This role is key to ensuring a high-quality member experience across onboarding, engagement, communications and service delivery. Working closely with the Member Success Director and wider team, the Executive will help strengthen relationships with members and contribute to our mission of advancing social value across sectors.
Key Responsibilities:
Member Services Support:
* Provide day-to-day support to members, ensuring a high level of responsiveness, professionalism, and satisfaction.
* Assist in the onboarding of new members, helping them navigate benefits and resources.
* Maintain accurate membership records and respond to general member inquiries in a timely manner.
* Support the delivery of member engagement activities, including surveys, events, and communications.
* Help monitor membership retention data and trends, escalating issues or opportunities to the Member Success Director.
* Liaise with the marketing and communications team to support outreach efforts and promote member benefits.
* Work with members from a variety of organisation sizes and sectors.
Educational Support and Content Coordination:
* Assist with the coordination and delivery of educational modules and training sessions related to social value, sustainability, and CSR.
* Support the development and updating of member-facing educational materials, resources, and guidance.
* Help gather and organise content for learning resources, events, and workshops in collaboration with the Member Success Director.
* Coordinate communications with guest speakers, contributors, or institutional partners as needed.
* Maintain organised records of materials, timelines, and partner communications to support project delivery.
Networking and Relationship Support:
* Support relationship-building efforts with members and external partners by maintaining contact lists and scheduling meetings or events.
* Represent ISV in a professional and engaging manner at events or forums as required.
* Help organise and follow up on networking activities, webinars, or member roundtables.
* Work with the Member Success Director to ensure that partnership opportunities and member interests are logged and followed up effectively.
Monitoring and Reporting:
* Maintain records and logs of member queries, engagement activities, and satisfaction indicators.
* Assist with compiling reports and updates on member service performance and engagement initiatives.
* Help evaluate feedback from members and contribute to suggestions for improvements in service delivery.
* Support data entry, analysis, and reporting tasks as requested by the Member Success Director.
Operational and Administrative Support:
* Provide administrative support to the Member Success Director, including managing emails, scheduling meetings, preparing materials and supporting overall team coordination.
* Support internal planning processes by attending meetings and sharing relevant insights from member interactions.
* Assist with scheduling, meeting preparation, and documentation across the member services function.
* Support the implementation and upkeep of member service systems and digital tools (e.g., CRM, event platforms), ensuring data is accurate and up to date.
* Collaborate with other ISV teams to ensure alignment and consistency in member communications and services.
* Assist in managing member events logistics, including registrations, reminders and follow-ups.
Essential Skills & Experience:
* Experience in a member-facing or customer support role, ideally within a non-profit, membership body or purpose-driven organisation
* Excellent written and verbal communication skills
* Strong organisational and time management abilities
* Confident working with digital tools, such as CRMs, email platforms or event systems
* Attention to detail and ability to maintain accurate records
* A collaborative and adaptable approach to working in a small and remote team
* Comfortable managing multiple priorities and responding to enquiries in a timely and professional manner
Preferred Qualifications:
* Experience in member engagement, communications or community management
* Familiarity with the social value field, sustainability or social impact
* Experience using platforms like Asana, Shopify, Slack, Microsoft Office or equivalent
* Knowledge of inclusive communication practices or accessibility standards
Education:
* Degree or equivalent experience in a relevant field such as communications, social sciences, non-profit management or public affairs
This is a fantastic opportunity for someone who enjoys building relationships and making a tangible difference in a values-led organisation. You’ll be joining a small, collaborative team that’s passionate about social value and committed to supporting its members to achieve meaningful change.
Application Deadline: 20th June 2025
Applications will be reviewed on a rolling basis and the listing may close early if the role is filled.
How to Apply: Please submit your CV to ana-maria@socialvalueuk.org.
Early applications are encouraged.