Head Of Member Services (Remote)

Head of Member Services

Globally Recognised Professional Membership Organisation

Home Based with some travel

Basic Salary £60,000-£70,000 depending on experience with excellent benefits

Full Time, Permanent

Closing date is Weds 15th of Jan 2025 at 9.00am

Our client a globally recognised not-for-profit professional membership association who have a commitment to continuous learning, thought leadership, and community engagement and who empower professionals and organisations across various industries and geographies is currently seeking to appoint a Head of Member Services

The Role of Head of Member Services

Seeking a Head of Member Services to lead an existing team and drive operational efficiencies and best practice. The ideal candidate will have experience in membership management and engagement, with experience of creating a best-in-class member experience.

They should be confident with increasing our individual membership, improving member retention and will need to work closely with our regional teams who support and manage corporate membership accounts around the world.

This role will report directly to the Chief Operating Officer and will require you to work with multiple stakeholders and business units across the Association.

Key Attributes

• Vision & Strategy: Ability to develop and implement long-term strategies that align with the organization’s mission and goals
• Leadership Excellence: Proven track record of leading teams, fostering a culture of collaboration and innovation.

1. Global Perspective: Experience managing global teams and understanding the complexities of operating in different regions and cultures.

• Member-Centric Approach: Deep understanding of customer experience and the ability to drive initiatives that enhance member engagement and satisfaction.
• Data-Driven Decision Making: Strong analytical skills and experience with data analysis tools, such as Power BI, to inform decision making.
• Operational Efficiency: Ability to streamline processes and drive operational efficiencies across the organization

Person Specification

• Extensive experience in the membership sector managing membership management functions.
• Very process driven approach, ensuring systems and processes deliver data integrity and a seamless experience for members and learners.

1. Manage the Member Services team and Community Manager to ensure 24×7 global coverage and ensure KPIs and SLAs are exceeded.

• Create an operational plan for member retention, attracting new members and conversion of guest to paid members to achieve the membership targets each year.

Support the project team during the 2025 transition to a new CRM platform – Pixl8, website and member portal, ensuring strong adoption across the Association and becoming the CRM platform – Pixl8 business owner.

• Work with the BI Manager to understand member data and trends, using the data to identify areas of opportunity and implementing actions to further grow the membership and increase engagement across all membership levels.
• Skilled in building and maintaining relationships with key stakeholders, including members, partners and internal teams.

1. Work with the marketing team to deliver a member communications strategy that ensures all members are well informed regarding initiatives, resources and events to drive active engagement.

• Own the member user experience and user journeys through the website, ensuring a simple user journey with no obstacles.
• Provide advice and support to the business development teams who manage the corporate membership portfolio.

1. High level of IT literacy, including experience with Microsoft Office and CRM systems.

To apply to this role please send your CV.

Closing date is Weds 15th of Jan 2025 at 9.00am

Due to the volume of applications we are only able to contact successful applicants. Therefore if you have not heard from us within 10 working days please deem your application as unsuccessful on this occasion.

Membership Bespoke is acting as a recruitment business in relation to this role. Membership Bespoke positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

Membership Bespoke is the most experienced membership-focused recruitment firm in the UK, with 10+ years of experience delivering tailored permanent, temporary, interim, and Executive Search recruitment solutions to Trade Associations, Regulatory Bodies, Political Parties, and Professional Bodies.