Membership Manager
Employer: Twins Trust
Location: Hybrid/remote. Office space in London Bridge, although entirely remote option is fine.
Working hours: Four days per week (30 hours) Negotiable for the right candidate. We are a flexible employer and most of our staff are juggling things (including caring for multiples!). We are great at making jobs work around life.
Salary: £35k - £37k pro rata
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This is an exciting opportunity to join an ambitious and talented Development team.
We are looking for an experienced Membership Manager to join our small and friendly Development team (Fundraising and Membership) and drive our strategy for Membership. With a healthy existing membership base of nearly 15,000, and a database of 100,000 registrants, this role will support the Head of Development in delivering the best possible membership offer for families in the Twins Trust community. You will be supported by a Membership Officer to continually evaluate and improve our membership proposition, giving members a brilliant experience and ensuring we can secure sustainable income for the charity.
Contract: Permanent
Hours: Four days per week (30 hours) Negotiable for the right candidate
Flexibility: We are a flexible employer and most of our staff are juggling things (including caring for multiples!). We are great at making jobs work around life.
Salary: £35k - £37k pro rata
Reports to: Head of Development
Work location: Hybrid/remote. Office space in London Bridge, although entirely remote option is fine.
How to apply: Please send a CV and covering letter (no more than two pages) to recruitment@twinstrust.org
Interview dates: First-round interviews will be virtual and take place in September/ October on a rolling basisPurpose of the role
Accountable for Twins Trust’s annual membership income, delivering a high-quality membership journey through all phases of membership
Work closely with our Communications Team to develop and implement strategies to attract new members, and lead on retention plans to maximise member satisfaction and loyalty
Line manage a Membership Officer, guiding them to provide excellent customer service to Twins Trust's members, process all membership income and maintain membership information on the database, Microsoft Dynamics
Ensure membership processes – including processing income - are efficient, effective and implemented consistently
Draw intelligence from our membership database, using surveys and analysing data to inform decisions that keep our membership offer fresh and relevant
Champion the member voice internally, bringing together working groups to continuously improve our offer and ensure members’ needs are reflected in service delivery
Collaborate with the Comms team to deliver our membership offer on our digital platforms and explore ways to harness technology to deliver what our members want and need in the long term
Ideal candidate
The ideal candidate will have experience in creating and delivering a membership strategy as well as managing the operational aspects of membership processing (database, compliance with codes of practice, data protection and BACS regulations). They should have excellent attention to detail, the ability to think creatively and analytically, excellent digital skills and IT skills, and a can-do attitude.
Person specification
Essential
Experience of delivering and marketing membership schemes
Working understanding of admin processes relating to membership
Ability to influence senior stakeholders and internal colleagues
Experience working in a CRM and analysing data to inform decision-making, Microsoft Dynamics experience a plus
Excellent communications skills and attention to detail
A creative and analytical approach to problem solving
Strong IT skills, including advanced Excel
Enthusiasm for the issues we work on
Desirable
Experience working with online payment/donation platforms, extracting and manipulating data
Knowledge of GDPR compliance and data protection
Experience of creating a strategy around membership schemes
Line management experience
Employee Benefits
36 days paid annual leave (including bank holidays), pro-rata for part-time . Plus an extra day of leave on your birthday
Flexible working options (with the opportunity to work exclusively remotely and find a smart working pattern that suits both you and us)
Bespoke personal development plans with access to training courses
Complimentary Twins Trust membership including access to a wide range of discounts
Caring for you
Free access to a confidential 24/7 Employee Advice Service with a specialist range of support and information
Family friendly benefits including paid leave: in the event of miscarriage/still birth; to support IVF/fertility treatments; and antenatal appointments for both expecting mother and other parent
3% employers’ pension contribution
Twins Trust operates an equal opportunity policy and commits to treating all of our candidates and jobseekers fairly. We welcome and encourage applications from everyone regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
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