Membership Success & Retention Executive
Working Hours: Monday to Friday – 9am to 5pm
Job Purpose
- Proactively monitor member engagement levels using KPIs and engagement data.
- Identify members at risk of disengagement and conduct intervention conversations.
- Ensure each member receives at least one structured annual review conversation.
- Maintain and monitor engagement and retention indicators, taking follow‑up action when thresholds fall below.
- Identify opportunities for highly engaged members to deepen involvement with sponsorship, advertising, events, committees, awards, partnerships and other Chamber services.
- Support overall member experience, building relationships to drive retention and income.
- Provide excellent customer service through telephone support and face‑to‑face meetings at events.
Key Responsibilities
- Coordinate Chamber services for members to ensure full service availability.
- Conduct proactive member engagement conversations, annual reviews, intervention calls, and follow‑up discussions.
- Achieve agreed contact and engagement targets while gathering insight into member needs.
- Maintain member retention targets, providing accurate tracking information.
- Refer opportunities for new Chamber members to the Sales Team.
- Develop individual engagement plans encouraging new Chamber services and events.
- Promote additional revenue opportunities such as sponsorship, advertising, and awards.
- Assist members in accessing benefits (login details, HR, legal, health, insurance, etc.).
- Manage member relationships throughout the lifecycle: onboarding, engagement, renewal, and retention.
- Deliver agreed member journey programme, ensuring timely contact including onboarding calls, annual reviews, and renewal discussions.
- Maintain a pipeline of at‑risk members, record intervention activity, actions, and outcomes.
- Gather, analyse, and communicate member feedback to improve experience, retention, and the Chamber’s value proposition.
- Collaborate with internal teams (Policy, Business Support, Marketing, Events, Training, International Trade) to align member needs.
- Attend events to meet members and encourage retention.
- Support marketing and events teams in raising the Chamber’s profile via social media and newsletters.
- Record all activities in Ready Membership, updating the database.
- Provide regular data reports to senior management on membership.
- Assist finance with invoicing and debt collection.
- Travel with own transport to attend events; flexible to work outside normal hours as required.
- Adhere to Chamber policies, especially Health & Safety and IT compliance.
- Collaborate with the membership team to refine the Chamber offer and adopt social media and AI strategies to drive retention.
General Requirements
- Work diligently to meet role requirements.
- Use the Chamber’s CRM system and relevant tools.
- Aim for highest quality standards and follow quality assurance procedures.
- Work commercially to support Chamber success.
- Participate in meetings and training as required.
- Adhere to all policies, procedures, and working practices at all times.
- Engage positively in one‑to‑ones and appraisals.
- Align with the Chamber’s culture, values, aims and objectives.
- Represent the Chamber diplomatically at all times.
- Support teamwork and take ownership of issues.
- Be flexible to undertake additional duties.
- Willing to work from other Chamber offices if required.
Qualifications
- Minimum A‑level standard (or equivalent).
- Sales and marketing qualification.
Proven Experience
- Minimum two years’ experience in a sales or member retention role.
- Experience working to targets.
- Experience within a membership organisation.
- Experience in a customer retention role with a tailored offering.
- Business development experience and use of CRM systems.
Knowledge, Skills and Abilities
- Highly competent use of IT, Microsoft Office and CRM systems.
- Outstanding customer service skills, listening and interpreting needs.
- Excellent verbal and written communication.
- Problem‑solving ability and independent initiative.
- Commitment to the Chamber’s vision and BETTER values.
- Time‑management, prioritisation and deadline achievement.
Other Attributes
- Professional and friendly approach.
- Positive and proactive attitude.
- Team player.
- Self‑starter.
- Driver with own vehicle.
- Flexible to work evenings and weekends when required.
Job Type
Full‑time, Permanent contract
Salary
£32,000
Schedule
- Monday to Friday
- 9am – 5pm
Work Location
In person (Office)
Expected Start Date
ASAP
Staffordshire Chambers of Commerce is an equal opportunities employer.
