Membership Engagement Lead

Membership Success Lead

Job Description

 

POSITION:            Membership Success Lead

EMPLOYER:         Chartered Institute of Export & International Trade

POSITION STATUS:  Permanent, Full time
REPORTS TO:      Head of Membership
LOCATION:          Remote, with occasional travel.

SALARY BANDING:        C (Core)

SALARY:                Competitive, commensurate with experience

The Chartered Institute of Export and International Trade is the leading authority for importers and exporters in the UK. It empowers businesses and professionals through a wide range of services including qualifications, training, membership support, and trade advice.

In partnership with the UK government, the Institute helps shape trade standards both nationally and internationally. As of summer 2024, the Institute proudly holds Chartered status, reflecting its critical role in global trade and its commitment to raising the professional profile of its members.

 

JOB BRIEF

As the Membership Success Lead, you will play a central role within the Membership department. You will be responsible for developing engaging and dynamic member experiences, fostering sector-specific and career-based communities, and increasing the overall value of membership, including ownership and review of all membership products.

This role demands a proactive, strategic individual who can combine strong relationship-building skills with data-driven decision making to enhance member engagement, retention and industry leading membership products.

 

RESPONSIBILITIES:

• Design and deliver an engaging end-to-end onboarding process for new members to ensure a smooth transition and strong first impression.
• Develop onboarding materials, welcome packs & training resources.
• Proactively engage with members to understand their needs, goals and satisfaction levels, nurturing the member journey.
• Collaborate with sales & membership team to manage renewals – identifying win-back and growth opportunities via upgrading of membership
• Establish regular member feedback mechanisms and use insights to drive continuous improvement, escalating & resolving issues that may affect membership experience or retention
• Devise and maintain accurate records of member interactions, satisfaction scores and engagement metrics and report weekly to Head of Membership.
• Develop a sense of community among members through digital platforms and in-person interactions, highlighting member success stories.
• Review and revise all Membership products within the portfolio ensuring we are aligned to target markets and competitors.
• Help develop strategies working alongside Membership Data Analyst that support acquisition, retention and satisfaction.

 

 

Essential skills and experience:

• Proven experience in member engagement within a professional membership or trade organisation
• Strong track record of building and managing communities (in-person and virtual)
• Demonstrated success in developing and delivering strategic member engagement plans and membership products
• Excellent communication, presentation, and interpersonal skills
• Strategic and commercial thinking with strong planning and project management capabilities
• Demonstrable experience analysing engagement data and applying insights to enhance the member experience and key metrics (retention, satisfaction scores, NPI etc.)
• Expertise with leveraging CRM systems to deliver continuous improvements in membership experience and KPI’s (preferably Dynamics 365)
• Willingness to travel within the UK, including occasional overnight stays

 

NICE TO HAVE BUT NOT ESSENTIAL:

• Knowledge of international trade, import/export
• Experience with public policy engagement
• Experience transitioning members to higher value membership offerings

 

 

BENEFITS: 

• 36.5 hours per week including 4pm Friday finish
• 25 days annual leave and day off for your birthday too
• Annual performance-related bonus
• Employee Assistance Programme (EAP)
• Private healthcare including Optician/Dental costs
• Life Assurance (Salary x4)
• Personalised training
• A range of discounts for shopping, holidays and cinema attendance 
• Free breakfast in Peterborough
• 2 days volunteering a year

DIVERSITY AND INCLUSION: 

Life would be boring if we were all the same! Chartered Institute is a company with a charitable status that believes in diversity and inclusion, as shown in the hiring and progression of our team members. The workforce is truly diverse – in age, nationality, gender and location. 

With a passion for nurturing, supporting and including all team members – no matter who you are – we celebrate identity. We are proud of who we are and where we come from.  

As an Investors in People accredited organisation, we care about and prioritise all of our team members daily. We ensure to engage with and listen to everyone.

Our Disability Confident and Mindful Employer accreditations express our commitment to the specialist needs and mental health of our team members.  

Having family-friendly policies allows our employees to partake in a flexible work environment so they can take care of children and loved ones. 

 

 

HOW TO APPLY:

Fill in your details below and upload your CV for review by the Talent Acquisition team. 

if you are having difficulty completing the application and would like some support or if you have questions, please contact our Head of Talent Acquisition, Gary Watson on:

01733 404 400

g.watson@export.org.uk