Membership Experience Lead
Full‑time | Permanent | Hybrid (2–3 days in London office)
32K - 35K
A growing professional body is seeking a Membership Experience Lead to play a pivotal role in shaping and elevating the end‑to‑end experience for its diverse member community. This is an ideal opportunity for someone who thrives in a fast‑paced, people‑centred environment and enjoys improving processes, mentoring colleagues, and driving engagement across digital and in‑person touchpoints.
The Opportunity
You’ll act as a senior point of contact within the membership function, ensuring members receive a seamless, high‑quality experience from onboarding through to renewal. You’ll lead on engagement initiatives, support acquisition and retention activity, and provide guidance to Membership Executives. The role also deputises for the Membership Manager when required, offering strong progression potential for someone ready to step up.
Key Responsibilities
* Resolve complex membership queries and act as an escalation point for the team.
* Lead and contribute to campaigns that enhance engagement, retention, and insight gathering.
* Monitor member activity and highlight at‑risk members to support proactive retention.
* Oversee payment processing and ensure compliance with organisational and legal standards.
* Support events by handling membership‑related queries and identifying upsell opportunities.
* Troubleshoot technical issues and champion a smooth digital onboarding experience.
* Maintain accurate member and payment records, ensuring data protection compliance.
* Train and support colleagues in the use of digital platforms and new feature rollouts.
* Provide data, insights, and trend analysis to senior stakeholders.
* Mentor Membership Executives and contribute to a collaborative, high‑performing team culture.
About You
* Experience in a high‑volume customer service or membership‑based environment.
* Confident managing payments, reconciliations, and accurate record‑keeping.
* Skilled in CRM systems and data management best practice.
* Strong communicator with excellent interpersonal and organisational skills.
* Comfortable acting as a point of escalation and guiding junior colleagues.
* Proactive, solutions‑focused, and able to manage multiple priorities.
* Flexible to support occasional evening/weekend events.
* Desirable: experience with volunteer engagement, online communities, or content moderation.
Why This Role?
You’ll join a supportive team where your ideas, insights, and leadership will directly shape the member journey. It’s a hands‑on role with real influence, ideal for someone who enjoys improving processes, supporting colleagues, and delivering an exceptional experience to a broad member base.