• Are you looking for a new role which you can shape and develop, and which engages customers (Members) in a meaningful way?
• Are you excited by the challenge of working in a fast-paced and rapidly growing organisation?
• Do you have a passion for the education sector?

We’re looking for a Member Engagement Manager to deliver our Member engagement and retention strategy and activity to ensure our Members have a first-rate experience. This is an important role with responsibility for membership engagement and retention. This new role provides the opportunity for the right candidate to shape the role and make a huge impact on the success of the Chartered College of Teaching.

Main Responsibilities

• Ensure first-class service levels are delivered, increasing engagement and retention rates and contributing to the sustainability of the Chartered College
• Develop and refine a member engagement and retention plan to proactively engage the Chartered College’s members and deliver on the strategy
• Work closely with the Head of PR and Communications to develop an annual plan of communications for members
• Maximise membership growth opportunities by playing an active role in the membership team to ensure coherence between new membership and retention activity
• Own, drive and manage the renewals process in collaboration with the wider team
• Manage a large portfolio of existing members with a strong focus on engagement and delivering renewals
• Identify member requirements, uncover risks and issues, and demonstrate strong account management and commercial capabilities to drive renewal to on-time closure
• Work with the Head of Product to conduct member surveys and focus groups to assess the Chartered College’s membership products and services and member requirements, and make recommendations for deepening member engagement
• Ensure that contacts and communications are compliant with relevant data protection and security standards, and work with the Head of PR and Communications to ensure high quality communications to members
• Provide leadership and development of individuals within the team, including setting clear objectives, responsibilities, performance standards and development goals and managing these accordingly – through informal coaching and feedback and formal discussions including regular one to ones and appraisals
• Arrange and participate in meetings, including the fortnightly office meeting, and other activities as required

Experience required

• Experience of and demonstrable success in account management
• Experience of membership engagement and / or retention is highly desirable
• Experience of process management
• Experience of data validation and verification – data will need to be cross-referenced
• Prior knowledge of Salesforce product, capabilities and best practices
• Experience of email marketing, push notifications and SMS (desirable)
• Experience of working in the education sector (desirable)
• Strong customer management skills