Director of Member Experience
Employer: Community Rail Network
Location: There is flexibility on your location given the requirement to travel and that your office will be home-based. You will need to travel to in-person quarterly team meetings (usually in London or the north of England) and to Board meetings which alternate between online and London
Working hours: Full-time
Salary: Starting salary £45,210 per year
Closing date: 12:30pm on Monday 7 September 2026.
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Reports to: Chief executive
Direct reports: Regions support manager; projects support manager; training and
development manager
Banding: Senior management (tier two)
Purpose of role: To provide strategic leadership for member support and development, enabling Community Rail Network's members to thrive, increase their impact and contribute to a stronger community rail movement. As a member of the Senior Leadership Team, the postholder helps shape organisational strategy and participates in collective responsibility for organisational planning, performance and success.
Principal responsibilities
1. Team leadership and management
• Lead and develop the Support & Development (S&D) team, ensuring members receive high-quality, accessible and consistent support, training and development opportunities.
• Oversee the strategic development, performance and quality assurance of member services, including those delivered on behalf of partners, for example, the Department for Transport accreditation and grants programmes.
• Lead the development, delivery and review of annual plans, targets and budgets for the S&D team.
• Set clear objectives, priorities and performance expectations for direct reports.
• Monitor and report team performance and impact, using data, feedback and learning to drive continuous improvement and innovation.
2. Membership experience
• Ensure Community Rail Network’s membership scheme is fit-for-purpose through periodic reviews of membership categories, benefits, and supporting services and activities.
• Work collaboratively across the organisation to lead internal change management initiatives that improve the quality of member experience.
• Identify opportunities to strengthen member support through new or scaled-up projects, embedding learning into everyday practice.
• Ensure members’ insights, case studies and experiences are effectively captured and shared with internal teams to support policy development, communications and events.
3. Partnerships and external engagement
• Develop and maintain positive and productive relationships with rail industry partners, corporate organisations, third-sector bodies and public authorities.
• Represent Community Rail Network, its members and the wider community rail movement in external forums.
• Identify opportunities for new projects, developing compelling funding propositions, and working cross-team to secure investment from current and prospective funders.
• Lead the Support & Development Team contribution to reporting, monitoring and evaluation for organisational funders.
• Maintain constructive relationships with key funders and organisations that support and invest in community rail.
4. Senior leadership team
• Model a positive, member-focused organisational culture that reflects
Community Rail Network's vision, mission and strategic objectives.
• Actively contribute as a member of the Senior Leadership Team, taking collective responsibility for organisational performance and success.
• Provide strategic input to the Community Rail Network Board through attendance at Board meetings and supporting task groups established by the Board from time to time.
• Build and maintain strong cross-organisational relationships, sharing knowledge and expertise to support effective delivery, joined-up working and organisational learning.
Experience (to be assessed at application and interview stage)
• A strong track record in a senior leadership or management role, leading teams and delivering organisational or departmental objectives.
• Working with membership organisations, voluntary sector organisations and networks, or in similar stakeholder-rich environments.
• Leading significant change management projects that have cross-organisational involvement and impact.
• Working with and reporting to boards of trustees or similar groups involved in organisational governance and decision-making.
• Developing and implementing strategy and translating organisational priorities into actionable plans, targets and outcomes.
• Leading, inspiring and motivating team members to deliver against objectives through coaching, performance evaluation and ongoing professional development.
• Supporting income generation and the effective stewardship of funds, including formulating and managing budgets across multiple funding streams and projects.
• Designing, delivering and evaluating programmes, projects or services that achieve social, community or organisational impact.
• Building and managing effective relationships with funders, public sector bodies, businesses, voluntary sector organisations and other stakeholders.
Skills and abilities (to be assessed at interview stage)
• Strong leadership skills, with the ability to inspire, develop and empower high performing teams.
• Strategic thinker with the ability to identify opportunities, anticipate challenges and shape long-term direction.
• Excellent relationship-building, partnership development and collaboration skills, creating mutually beneficial outcomes with internal and external stakeholders.
• Strong communication skills, with the ability to present complex information clearly, confidently and persuasively.
• Understanding of outstanding customer service at a strategic level and how this applies in the context of a membership network.
• Commitment to continuous improvement, innovation and evidence-based decision-making.
• Ability to analyse information, data and feedback to assess impact and inform future planning.
• Ability to confidently understand and use financial information, identify financial risks and challenge assumptions in safeguarding the organisation’s financial health.
• Highly organised, resilient and able to manage competing priorities in a complex and changing environment.
• Commitment to the values of community empowerment, inclusion, collaboration and sustainable development.
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