Reports to:Head of Marketing, Communications and Membership
Manages:Membership Executive
Salary range:£38,251 – 47,940
Location:London – EC4Y 8EE (Hybrid)
Contract: Permanent, full-time (31.5 hours per week)
Job Purpose
As BSR’s Membership Manager you will be responsible for overseeing BSR’s membership offer. You’ll work on plans to recruit members across a range of roles in the rheumatology specialty and engagement tactics to ensure members are retained year on year.
Working closely with the Head of Marketing, Communications and Membership, you’ll drive forward a compelling value proposition for membership by refining our benefits package and developing tailored audience content. With responsibility for our digital-first membership engagement plans, you’ll work on strategies that drive our engagement, provide real-time feedback and give us insight into how our members behave.
You’ll lead and coach a Membership Executive to develop their skills and together, provide excellent customer service and membership experience.
Main Responsibilities
Membership recruitment and retention
* Develop and execute strategies for acquiring new members
* Engage in digital outreach and in-person networking to promote BSR membership and develop a deep understanding of our audiences and the pressures they face
* Cultivate relationships with current members to ensure high retention rates and insightful feedback loops
* Monitor membership trends and adjust recruitment and retention strategies as necessary
* Support strategic networking by facilitating meetings with members and the Senior Management Team/President(s)
Customer service and member engagement
* Serve as a key point of contact for all member enquiries, providing an exceptional service
* Ensure a positive experience for new and existing members with engaging communications, including regular newsletters and lifecycle campaigns
* Organise and host events, webinars, and other member engagement activities to foster community
Database and process management
* Maintain an up-to-date and accurate membership database (CRM) and an internal super-user
* Track membership renewals, payments, and communication preferences
* Analyse membership data to identify trends, opportunities for growth, and areas for improvement
* Oversee membership billing, including invoicing, payment tracking, and collection efforts
* Monitor membership revenue and work with the finance team to report on financial performance
* Develop pricing strategies as needed
Reporting and analysis
* Prepare regular reports on membership growth, retention, engagement, and financials for the Senior Management Team and Board of Trustees
* Use data and feedback to continuously improve the membership offering from BSR
* Stay up-to-date on membership trends, membership models, and best practices to keep the BSR offer relevant
Person Specification
1. Experience of working in membership or relevant customer-facing role
2. Experienced in database management and working with digital collaboration tools
3. Strong skills in data analytics, insight and impact measurement
4. Excellent communication skills and the ability to communicate with a variety of audiences across multiple channels (including digital)
5. Strong management skills to direct, support and motivate their staff to perform to high standards
6. Excellent organisational skills
7. Ability to build effective collaborative partnerships with internal and external stakeholders
8. Strong problem-solving skills
Inclusion and Diversity statement
BSR is committed to encouraging inclusion, equality and diversity in our workforce. We are actively trying to increase the diversity of our staff team. We try to reduce as many barriers as we can for those with a disability. We know that everyone is an individual, so please always tell us what we can do to support you.
We welcome approaches from individuals from underrepresented groups, including those from minoritised communities, and those with a disability, to better reflect the community we serve and help broaden our perspectives.
Our values are:
* Celebratory – we celebrate the achievements in rheumatology
* Inclusive – we support everyone in the rheumatology community
* Sustainable – we work to reduce the impact of our activities on the environment
* Leading – we use our profile to drive change and support those working in the specialty
* Collaborative – we always seek to work with others to have a greater impact
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