Loan Market Association (LMA)
Digital operations manager
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Company Description
The Loan Market Association (LMA) is the authoritative voice of the loan markets across Europe, the Middle East and Africa (EMEA), working with lenders, law firms, borrowers and regulators to promote the benefits of the loan product. The organisation focuses on improving liquidity, efficiency and transparency in both primary and secondary loan markets through work on documentation, education, regulation and market practice. Since its establishment in 1996, LMA has grown to over 880 member organisations from 69 jurisdictions, including banks, investors, law firms, service providers and public institutions. Members benefit from active representation on institutional committees and working groups, ensuring their interests are effectively advocated within the wider financial ecosystem. LMA offers a collaborative environment for professionals who want to contribute to the evolution and standardisation of the loan market.
Role Description
The Digital Operations Manager is a full-time, on-site role based in London, responsible for overseeing and optimising the LMA’s digital platforms and operational workflows. This role manages day-to-day digital systems administration, including website content updates, member portal functionality, data integrity and integration between CRM and other digital tools. The Digital Operations Manager coordinates digital processes for events, training, and member communications, ensuring smooth online registration, payment processing and reporting. The role monitors performance metrics, identifies areas for improvement, and collaborates with internal stakeholders and external vendors to implement enhancements, troubleshoot issues and maintain high standards of user experience. The position also supports digital governance and data security practices, contributes to digital transformation initiatives, and documents key processes for consistency and compliance.
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The opportunity
We are building the largest change in how the LMA engages with its members: a new website, member portal and CRM going live together in April 2027. The platform gives us far greater control — and with it, real ownership of what we publish, the quality of our data, and how we measure member engagement. We are looking for one accountable owner to hold that estate together through the migration and into everyday operation.
This is a web-native operations role — not a copywriter and not a developer. The copy stays with the experts who know the detail; the build stays with our agency. You are the connective tissue in between: you decide what we publish, get the data fit, measure what happens, and own the response when something breaks.
What you’ll do
- Own the website. Be the single “front door” for our site — publishing control, approvals, information architecture and accessibility across a migration set of 120–160 pages.
- Coordinate content. Bring sixteen content owners to one standard and schedule, editing for consistency rather than writing every page. You own the “how” and the quality, not the subject-matter copy.
- Steward the data. Support data excellence across Accounts, Contacts, Membership, Events and Leads, keeping web, portal and CRM joined up and fit for cutover.
- Measure what matters. Stand up tagging and analytics so we can see what members actually use, and prioritise change on evidence, not noise.
- Control change & incidents. Triage and brief demand before it reaches a supplier, and own first response when something breaks — so issues are recognised and fixed quickly.
What we’re looking for — essential
- Hands-on CMS publishing and approval-workflow control (Umbraco /.NET an advantage), with basic accessibility governance (WCAG) built into how pages go live.
- Content editing, information architecture and member-journey design for a professional or membership audience — meeting members at the right moment with the right content.
- UAT and release discipline — test scenarios, defect triage and content sign-off — plus first response when the site has a fault.
- Experience of a website migration or re-platform, with a feel for where the risk sits on structure, redirects and URL governance.
- Working knowledge of D365 or a comparable CRM at data-quality level, and confidence in and around a Power Platform/ .NET environment, including deploying tracking snippets.
- Confident supplier liaison and clear briefing — triaging and shaping demand before it reaches a supplier, able to say no and hold a standard.
- A commercial mindset — alert to where the digital estate can add member and organisational value.
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Desirable
- Hands-on web analytics and tagging (GA4 or similar) and event tracking.
- SEO and organic-growth practice (including GEO / AEO), and design thinking and personalisation beyond the basics.
- Marketing automation / ESP exposure (e.g. DotDigital).
- Financial-services or trade-association context.
- A relevant digital / marketing qualification (e.g. IDM Postgraduate Diploma) or an equivalent track record.
You are
- Web-native, with roughly 7–10 years across digital/ content operations, SEO and content, or website product.
- Someone who thinks in member journeys, not pages — and instinctively asks “what is the user trying to do here?”
- Comfortable reading a dataset; you can tell when a record is wrong and why an email bounced.
- Pragmatic and quietly firm — you set a standard, hold it, and route requests through one front door.
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