Membership Experience Lead

Salary: £33,000 – £36,000

Full time, permanent, hybrid working with approx. 2-3 days in the office

This role is responsible for delivering an exceptional end-to-end membership experience, driving acquisition, engagement, and retention across all touchpoints. Acting as a senior point of contact within the membership team, the role leads on engagement initiatives, supports proactive sales and retention activities, and deputises for the Membership Manager when required. It champions community-building through both digital platforms and in-person events, ensuring seamless onboarding, accurate data management, and compliance with organisational standards.

Responsibilities

• Act as escalation point for colleagues in the Membership Team and resolve complex membership queries with professionalism and diplomacy
• Contribute and lead on campaigns to enhance member engagement, retention, and insight gathering, and support acquisition marketing initiatives
• Monitor member engagement and flag at-risk members to the Retention and Engagement Manager
• Act as a key liaison for membership-related queries at events, providing support and assist with post event activities
• Work closely with the marketing team, in particular the Acquisition Manager and Retention and Engagement Manager to maximise upselling opportunities
• Ensure a smooth onboarding process and member experience our digital platforms
• Act as escalation point for platform issues raised by end users or by colleagues in the Membership Team