LGBT Great
Member Experience and Engagement Manager
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Member Experience and Engagement Manager
The Member Experience and Engagement Manager plays a critical role in delivering a first-class, end-to-end experience for LGBT Great members. This is a high-impact, client-facing role, suited to a top-tier, highly organised professional who thrives on building strong relationships, driving engagement, and consistently delivering exceptional service.
As the primary point of contact for members, you will own and manage all touchpoints across the membership lifecycle - from onboarding through to renewal - ensuring a seamless, high-quality, and proactive experience at every stage.
This role requires an individual who combines strategic account management capability with meticulous delivery discipline, ensuring that every interaction reflects the quality and professionalism of the LGBT Great brand.
In addition, you will lead the design, coordination, and facilitation of training programmes, delivering engaging, impactful, and inclusive learning experiences tailored to member needs.
Working cross-functionally, you will partner closely with the CEO and wider team to ensure strong alignment between member engagement, commercial outcomes, and programme delivery excellence.
Key ResponsibilitiesMember Experience & Engagement
Act as the lead relationship manager for LGBT Great members, building trusted, long-term partnerships Own and manage the full membership lifecycle, from onboarding through to renewal Deliver a highly responsive, professional, and consistent communication experience Proactively monitor engagement levels, identifying opportunities to deepen relationships and increase member value Ensure every member interaction reflects a premium, high-quality service standard
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Training & Programme Delivery
Lead the end-to-end delivery of training programmes including: Scheduling and coordination with members Pre-brief consultations to understand organisational context and objectives Designing and tailoring content to maximise relevance and impact Facilitating high-quality, engaging sessions with confidence and credibility
Ensure all training aligns with LGBT Great’s frameworks and standardsCapture feedback and drive continuous improvement in delivery quality and member impact
Planning, Organisation & Delivery Excellence
This role demands exceptional organisational capability, forward planning, and the ability to manage multiple priorities while maintaining a consistently high standard of delivery.
Quarterly Engagement Discipline Ensure every member is engaged at least once per quarter through structured success meetings Plan proactively to maintain consistency and avoid reactive scheduling
Peak Season Planning
Secure key delivery periods well in advance i.e. Pride Month Work with members to align activity with key inclusion moments
Capacity & Workload Management
Maintain balanced delivery across the year, avoiding peak overload Optimise quieter months (e.g. August, December) for planning, follow-ups, and improvement Deliver consistently without compromising quality
Forward Planning Discipline
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Operate with an 8–12 week forward planning horizon Maintain a rolling engagement and training calendar Provide clear visibility of delivery, workload, and capacity Partner closely with the Head of Operations to align delivery with resourcing
Collaboration & Internal Working
Work closely with the CEO to support member retention, renewals, and strategic insights Collaborate across training, marketing, research, and operations teams to ensure a joined-up member experience Share insights and feedback to inform continuous improvement and strategic development
Essential
Skills & Experience
Proven experience in account management, client services, or membership-based environments Demonstrable track record of delivering a high-quality client or member experience Strong experience in training facilitation, workshops, or client delivery Exceptional organisation, planning, and time management skills Excellent communication and stakeholder management capability
Desirable
Experience in DEI, HR, Learning & Development, or professional services Ability to design, adapt, and tailor content to different audiences
Success Measures (What Good Looks Like)
Every member actively engaged at least once per quarter Training delivery is high quality, well-planned, and consistently executed Strong member satisfaction, engagement, and retention outcomes Clear evidence of forward planning, organisation, and delivery discipline A first-class, consistent member experience across all touchpoints
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location