Job Title: Member Services Manager
Department: Member Services
Reporting to: Business Director
Start date: ASAP
Salary & Benefits:
* £40,000 – £45,000 per annum (dependent on experience)
* Performance-based commission/bonus
* Flexible working policy, including hybrid working
* 25 days' annual leave, increasing with length of service
* Bank holidays and additional Christmas shutdown
* Contributory pension scheme
* Life assurance policy
* Private healthcare plan
* Fully subsidised on-site fitness suite
* Subsidised travel to the office, including public transport or car parking
Direct reports:
* Business Development Manager (Member Services)
* 2 x Account Managers (Member Services)
* 2 x Administrators (Member Services)
Budget Responsibility:
* Membership
* Training & Workforce Development
Purpose of the job
For over 160 years, our vision has been to make Sheffield the best place in the UK to start, grow and run a successful and sustainable organisation. With the support of our members' community, we are leading the way in making that a reality.
The Sheffield Chamber of Commerce (SCCI) Member Services Team is the heartbeat of the Sheffield business community. It is the outward-facing, customer service function that engages with organisations across the city to support them on their journey, whatever the stage.
The key responsibilities of this position centre on managing the personnel and functions of the Member Services Team, with a focus on member recruitment and retention, the development and sales of company products and services, and the overall customer service experience.
Reporting directly to the Business Director, you will work collaboratively across the organisation to ensure that products and services meet the needs of our members, while delivering assigned revenue targets and company KPIs to sustain and grow the organisation.
This is a pivotal role within the business, forming part of the Senior Leadership Team with responsibility for both personnel and budget management.
Specific scope of work includes
* Lead and manage the Member Services Team, providing clear direction and motivation to drive high performance and ensure alignment with the Chamber's strategic objectives.
* Take full personnel and budgetary responsibility for the Membership and Training & Workforce Development departments.
* Serve as a member of the organisation's Senior Leadership Team (SLT).
* Own sales and retention targets, proactively nurturing member relationships to consistently meet or exceed goals, while delivering to budget.
* Identify and secure new business opportunities, leveraging both existing member relationships and new prospects to grow Chamber membership.
* Collaborate closely with internal departments to maximise lead generation and commercial opportunities, fostering a cohesive and results-driven environment.
* Actively promote and maintain a strong understanding of the full range of Chamber products and services to deliver tailored experiences that maximise value and meet each member's specific needs.
* Manage the onboarding process for new members, ensuring a seamless and engaging experience that highlights the value of membership and encourages long-term commitment.
* Oversee the member resignation process, developing tailored retention strategies.
* Ensure the maintenance of accurate and up-to-date records and activities within the Chamber's CRM system to support effective reporting and analysis.
* Continuously review and improve operational processes to enhance efficiency and support sustainable growth within the Member Services function.
* Develop compelling, consistent proposals in partnership with relevant teams to support business growth.
* Support product planning and provide market insights to help shape the Chamber's service offerings and strategic development.
* Act as a visible ambassador for the Chamber at events, promoting its mission and building strong connections.
* Communicate key updates to the wider team and actively contribute to cross-organisational initiatives and strategic business activities.
Skills and experience required
* Previous experience of working in a membership organisation or similar, with a focus on attraction and retention.
* Previous experience of developing a range of products and services, both internally and with external third-party providers, to drive customer sales and engagement.
* Experience of leading sales initiatives focused on new business, as well as upselling and cross-selling products and services.
* Proven experience in leading and managing a team.
* Excellent customer service and communication skills, both verbal and written.
* Demonstrable experience of working to and exceeding KPIs and objectives.
* Strong business acumen with experience of managing and delivering against a budget.
* Ability to build trusted business relationships with a wide range of people and organisations across industry sectors.
* Friendly, honest, and naturally able to build rapport.
* Confident, proactive, and results-focused, with the ability to work on your own initiative and deliver high-quality outcomes at pace.
* Knowledge of, and networks within, the Sheffield business community (desirable but not essential).
Standards of performance and behaviour
* Professionalism
* Strong communication skills
* Positive outlook
* Self-motivated
* Willingness to learn and contribute
* Approachable and helpful; nothing is too much trouble
* Adheres to processes and avoids shortcuts
* Belief in the brand and mission
* Team player
* Willing to put in extra effort
* Flexible and adaptable when required
Job Type: Full-time
Pay: £40,000.00-£45,000.00 per year
Benefits:
* Bereavement leave
* Casual dress
* Company pension
* Flexitime
* Free or subsidised travel
* Health & wellbeing programme
* Life insurance
* On-site gym
* Work from home
Application question(s):
* In no more than 500 words describe how your leadership experience, ability to deliver member recruitment and retention, and track record in developing services (such as training, workforce development, or membership programmes) demonstrate that you can lead a high-performing Member Services team, achieve KPIs, and enhance the experience and success of our members
Work Location: Hybrid remote in Sheffield, S1 3FZ