Job Title: Head of Membership Retention & Services
Location: Full-time - Hybrid (3 days per week in London office, 2 days WFH)
Salary: £50,000 - £60,000 per annum (dependent on experience)
Contract: Permanent, Full-time
We’re recruiting on behalf of our not-for-profit client – a forward-thinking, purpose-led organisation dedicated to driving meaningful change in society. They are seeking a Head of Membership Retention & Services to lead their efforts in maximizing member engagement and delivering exceptional membership value through innovative services and data-driven strategies.
This is a high-impact leadership role where you will manage a significant income stream and be accountable for member retention, service delivery, and overall member satisfaction.
Key Responsibilities:
Lead Membership Retention Strategy: Develop and deliver an insight-led strategy to improve member retention, maximizing long-term engagement.
Financial Planning & Management: Oversee financial forecasting, budgeting, and reporting for membership income streams, ensuring targets are met and ROI is clear. Accountable for income targets and financial performance.
Service Delivery & Team Leadership: Manage a high-volume member support team, ensuring exceptional service and a strong operational focus.
Retention Campaigns & Data Insight: Design and implement targeted retention campaigns informed by behavioural and sentiment insights.
Process Innovation: Champion the adoption of digital tools (Salesforce and Marketing Cloud) to optimize retention efforts and service delivery.
Senior-Level Escalation: Handle complex member issues, offering senior-level resolution and support as needed.
Team Development: Manage a team of six, fostering a culture of excellence, inclusion, and accountability. What You’ll Bring:
Proven Retention Experience: Success in managing retention for large membership or subscription-based organisations, particularly with 1,000+ members or clients.
Financial Acumen: Experience managing multi-million-pound income streams, with strong financial forecasting, scenario modelling, and income reporting capabilities.
CRM Expertise: Strong understanding of CRM systems (Salesforce preferred) and experience in leveraging data to drive retention and engagement strategies.
Commercial Mindset: Ability to translate financial insights into action, with a focus on cost-to-serve metrics, payment systems, and recurring payments (including GiftAid).
Leadership & Collaboration: Proven ability to lead high-performing teams and work collaboratively with cross-functional teams. Key Skills:
Financial Management: Budgeting, forecasting, and income reporting with a focus on subscription-based models.
CRM & Data Leadership: Strong understanding of CRM systems (preferably Salesforce), data-driven decision-making, and segmentation strategies.
Retention Campaigns: Experience in designing and executing retention strategies, including data-led campaign design.
Governance & Issue Resolution: Calm, principled approach to handling member complaints, disciplinary matters, and other sensitive issues. Why Join? Alongside purposeful work, our client offers a competitive salary and a comprehensive benefits package that supports your wellbeing, development, and work-life balance. You’ll have the opportunity to shape the future of membership services, working with a team of passionate professionals committed to driving change.
Apply today or get in touch for a confidential conversation