Overview
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.
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.
This role is a pivotal part of the Senior Leadership Team with responsibility for personnel and budget management. It focuses on member recruitment and retention, development and sales of company products and services, and the overall customer service experience. You will report directly to the Business Director and work collaboratively across the organisation to ensure products and services meet member needs while delivering revenue targets and KPIs.
Responsibilities
* 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, nurturing member relationships to meet or exceed goals and deliver to budget.
* Identify and secure new business opportunities using existing relationships and new prospects to grow Chamber membership.
* Collaborate with internal departments to maximise lead generation and commercial opportunities.
* Promote the full range of Chamber products and services to deliver tailored experiences that maximise member value.
* Manage onboarding for new members and develop retention strategies for resignations.
* Maintain accurate records in the Chamber’s CRM system and support reporting/analysis.
* Continuously review and improve operational processes to support sustainable growth within the Member Services function.
* Develop compelling proposals in partnership with relevant teams to support business growth.
* Support product planning and provide market insights to shape service offerings and strategic development.
* Act as a visible ambassador for the Chamber at events and in the community.
* Communicate key updates to the wider team and contribute to cross-organisational initiatives.
Skills and experience
* Previous experience in a membership organisation or similar with a focus on attraction and retention.
* Experience developing a range of products and services with internal and external providers to drive sales and engagement.
* Experience leading sales initiatives focused on new business, upselling and cross-selling.
* 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 managing and delivering against a budget.
* Ability to build trusted relationships across diverse organisations.
* Friendly, honest, and approachable with the ability 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
* 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
Seniority level
* Director
Employment type
* Full-time
* Industries: Non-profit Organizations
Remuneration and benefits
* £40,000 – £45,000 per annum (dependent on experience)
* Performance-based commission/bonus
* 25 days’ annual leave, increasing with length of service
* Bank holidays and additional Christmas shutdown
* Contributory pension scheme
* Life assurance policy
* Fully subsidised on-site fitness suite
* Subsidised travel to the office, including public transport or car parking
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