Head of Membership

About the role:

Reporting to the CEO, the Head of Membership has overall responsibility for the membership team.

This role is new and vital for our client and is key to ensuring that they continue to build on their reputation as a confident, modern and valued partner to the local business community. Ensure their commercial and sales strategies and tactics along with their products are powerful, compelling, increase engagement, drive revenue and connects with our members.

On behalf of our client, we are seeking to appoint an experienced and driven individual who can deliver against their ambitions and is passionate about making the Black Country an inspiring place for business.

Working across a number of areas of our business, the Head of Membership will lead on growing and increasing opportunities with strategic businesses and driving sponsorship alignment between the organisation and potential partners.

Outcomes and outputs are key to the success of this role. The postholder will need to enjoy a varied workload across a number of areas and be comfortable and confident in the dynamics and complexities of different priorities.

In summary, the postholder will:

• Grow organisation membership, through both recruitment of new members and deepening the relationship and retention of existing members.
• The Head of Membership will lead by example through providing excellent account management for a portfolio of members and have a commercial sales target.
• Provide effective management of the Membership team including support, training, motivation and performance management to aid them to achieve individual objectives and therefore positively contribute to the wider business key performance.
• Building and maintaining positive business relationships is essential, along with driving process improvements and raising awareness of products/services.
• Maximise the value of marketing and communications, via a strong working relationship with the Head of Marketing & Comms, to the membership team emphasising its need to support targets and activities which drive income and
• Increase the value and contribution of commercial activities to both the organisation and their members.
• Communicate these strategies across the organisation to ensure that they are understood widely and are embedded in the organisations culture and outlook.
• Create a culture and way of working focussed on outstanding customer advice and support.
• In coordination with the Head of Marketing & Comms, ensure that the core functions of membership, marketing and events work effectively devising appropriate systems and processes to achieve synergy.
• Contribute to the wider work of the organisation with full responsibility for agreed areas of the Business Plan.

• The role will also have its own sales targets to build relationships with SMEs and contribute to companywide sponsorship and commercial targets.
• The role will also be responsible for achieving departmental budget, producing monthly and quarterly reports throughout the year.

Main Duties & Responsibilities:

• Deliver strategies and plans which support member growth & retention and deepen relationships and relevance of our products and services within member and potential member organisations.
• Identify and deliver plans which generate revenue from membership, events and other commercial opportunities.
• Develop, maintain and pursue a pipeline of target partners and strategic businesses within the region and beyond and create an engagement strategy and subsequent plan which aligns potential responses and solutions in order to develop and further the work of the organisation and create high value partnerships.
• Review, develop and grow sponsorship opportunities and services which create alignment with chamber priorities.
• Develop and responsibility for budgets within the remit of the role.
• Support the creation and implementation of key systems and processes which continuously improve the organisations’ ability to understand and serve their members.
• Maximise linkages across the diverse range of products and services to enhance visibility of the offering, connect with existing members and stimulate new member.
• Manage the department and develop people to set goals, priorities and ensure targets are met, including identifying any training needs and support through regular one to ones and performance reviews.
• Identify and maintain propositions which deliver added value for our members and an additional commercial return for the organisation.
• Ensure that the sales channels are clearly aligned to the organisations priorities, support lead generation, member retention, revenue creation and that we have robust systems which facilitate an excellent customer service.
• Positively contribute to membership sales and retention targets to ensure that key performance indicators are achieved.
• Meeting performance targets and sponsorship of key events for all organisation Events/Networks.
• Setting the annual budget with support from the Finance Director, performing the monthly review of accounts and ensuring that the budget is being met.
• Influence the CRM system to ensure it meets the requirements of the Membership.
• Develop and drive process improvements forward for the team to ensure a continually improving service for our customers.
• Actively seek and secure external funding opportunities
• Contribute to the development of the Strategic Business Plan
• Lead on informative and useful new starter inductions into the team and assist with other training requirements including signposting of all team members.
• Act as the point of contact for the Membership function regards any potential customer issues, escalating to the CEO as required, to help ensure successful retention in line with targets.

• Deliver timely management information that supports reporting required by the Chamber including monthly reporting to Directors.
• Contributing to writing Bids to achieve funding opportunities and managing funded projects to achieve all contracted objectives/outcomes.
• Ensure all associated administrative duties are carried out accurately and in a timely
• Attend meetings and events on behalf of the Chief Executive when necessary.
• To carry out other duties commensurate with the role and role grade as required and directed from time to time.

Account Management:

• Identify and generate sales leads, with a focus on recruiting larger SME businesses with 10 or more employees.
• Promote and sell the benefits of membership and the organisations’ services.
• Continually learn about the organisations services and keep up to date with changes.
• Promote the benefits of membership to increase engagement with members which includes a wide range of events, webinars, services, and financial savings.
• Working with the Head of Marketing & Comms, drive sales campaigns throughout the year to promote services.
• Record all interactions accurately and succinctly on the Customer Relationship Management system, RUBI.
• Communicate with colleagues to connect the wider organisation to appropriate members.
• Create and maintain quality interactions with members leading to greater retention rates.
• Be calm under pressure and passionate about improving member understanding of the service(s) they can access.
• Communicate effectively and consistently with business contacts by phone, video call, in writing and in-person.
• Generate suitable bookings for member events and maximise engagement including attendance.
• Utilise excellent organisational and prioritisation skills to manage a customer led workload.
• Occasional out of hours work will be required (i.e., evenings and early mornings).
• Any other reasonable duties as required by the Senior Leadership Team.

Applications will be reviewed within 3 working days, however as we are receiving high levels of applications, if you have not been contacted after 5 days of sending your CV unfortunately your application has been unsuccessful on this occasion. If successful you will be contacted by a Consultant to discuss your application and CV further. There’ll also be a chance for you to ask us any questions you may have about the role.