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Department: Membership and Marketing
Team: Membership
Location: London with hybrid working
Position type: Short Term Contract
What The Hiring Manager Says
“Seeking a skilled B2B Account Manager and Customer Success expert to join our close-knit team, specifically to help strengthen our new and existing Industry, Rapporteur and Academic members’ engagement in GSMA initiatives. Based in London, the role includes close collaboration with adjacent teams in Technology, IT, Finance and Marketing. Building positive global relationships will be key.” Kate Walsh, Business Development Director, Membership
About GSMA Membership
There are several types of GSMA membership, each priced in tiers according to turnover, comprising:
- Operator Membership, for mobile operators, over 650 of which are currently GSMA members
- Telecom Administration Membership, for regulators
- Rapporteur Membership, for Mobile Virtual Network Operators and similar companies
- Industry Membership, for commercial entities operating within and alongside the mobile industry
- Academic Membership, for academic research institutions
- Community Membership, for commercial entities requiring more limited access to specific benefits
The role of the GSMA Membership function is to acquire, manage and retain members across all these types. The Membership team is broadly split by membership type responsibility (1-2, and 3-6), with Operations and Extended membership functions supporting.
About The Role
This Membership Manager role is primarily concerned with supporting the retention of member companies in types 3-5 above, focussing on tier 5 & 6 Rapporteur, Industry and Academic members.
- Account Management and Retention (core element of role): Key point of contact for a global portfolio of GSMA Members, promoting their engagement in all areas of GSMA work relevant to them, maximising breadth of engagement wherever relevant, answering/directing queries, helping to maintain their positive impression of the organisation and thus supporting retention as much as possible.
- Onboarding Support and Member Enquiries (core element of role): New members will need to be carefully onboarded working in close collaboration with Membership Sales, Finance, Membership Operations and IT teams, the aim being for the GSMA to be seen as a trusted strategic partner.
- Systems: Responsibility for all necessary administrative actions relating to account portfolio in both internal and external-facing systems, helping to ensure that new member onboarding, platform access, publicity and renewals can all function smoothly.
- Teamwork: Working collaboratively with the Membership team, Membership Marketing, IT, Finance and Technology teams, as well as the wider GSMA organisation, to deliver on the agreed objectives, strategy and targets.
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About You
You are a talented B2B account manager, ideally with some mobile industry and/or membership experience. You have a proven track record of juggling competing priorities even under stress and building positive relationships in organisations of all sizes and in diverse cultures.
- You are responsive, thorough and methodical with strong attention to detail, maintaining strong record-keeping hygiene.
- You have a strong customer-focused attitude, are empathetic yet tenacious, and can demonstrate the ability to influence and motivate others to help you.
- You are passionate about continuous improvement, are happy, willing and able to be hands-on and are excellent at prioritising.
About Your Skills
- Communication: a high level of competence in written and oral communication is a must-have.
- Teamwork: as a small team we rely on each other and on close alignment with other GSMA departments in order to be able to do our jobs. The successful candidate will be the kind of person who is always as good as their word and is happy to support team members where needed, and can expect the same from their colleagues in return.
- Influence: often the main contact person responsible for the relationship with the GSMA is not the participant in a given group or initiative, and understanding how to play these scenarios for success is key.
- Stakeholder Management: both within the GSMA and most importantly within member accounts.
- Analysis: the role is one of constant analysis: of the engagement situation, of the risk of churn, of process efficiency, etc.
- Diplomacy: The ability to empathise, understand, promote initiatives and provide excellent account management despite cultural differences across the globe is one factor that makes the role so interesting.
We strive to offer a meaningful and inclusive application experience for all candidates. Should you require any accommodations or adjustments due to a disability or for any other reason during the hiring process, please contact talent@gsma.com with your request.
Contract type
Fixed Term Contract (Fixed Term)
Worker type
Employee
What We Offer
Working at the GSMA offers you unparalleled access to the mobile industry. We offer a chance to truly shape the direction of mobile, whatever your role. By joining the GSMA, you will be exposed to a fast-paced rapidly evolving environment, working on global solutions, genuinely fascinating and industry-changing projects and a stimulating and dynamic environment designed to enable you to flourish.
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In addition to architect-designed offices and competitive compensation, our benefits include fantastic learning & development opportunities, generous holiday allowances, four additional days off for professional development and many others.
To learn more about the GSMA, visit our career site, our LinkedIn page and our Twitter page.
Being You at the GSMA
We care deeply about diversity, equity and inclusivity and aspire to be the best at it. Your well-being and work/life balance is important, so flexi-time and remote working is available to all staff. We're keen to ensure everyone is equal, represented and connected so we particularly encourage applications from all demographics. The success of the GSMA year on year will continue to be contributed by people from all walks of life.
GSMA Values
Our values not only drive our culture – they shape how we work and interact inside and outside our global organisation.
- Passionately driven: We approach everything we do with unparalleled capability, tenacity and commitment, knowing that the challenging scale, pace and complexity of our work is what leads to its world-changing impact.
- Insightful leaders: We continually develop and engage our expertise, insight and creativity so that we’re always ready to respond to the changing landscape with authority, agility and nuance.
- Stronger together: We lean on each other so the industry can lean on us, embracing our diversity by actively seeking out perspectives and skill sets beyond our own, fuelling each other’s successes and constantly asking how we can help.
Underpinning our values is our collective mindset to show up purposefully as good human beings every day, in every situation. When we’re at our best – we are collaborative, considerate and compassionate to others, and we create a safe space for one another to thrive, assuming positive intent in our colleagues. And if we aren’t at our best and the pressure is on – we feel free to be ourselves but still remain curious, lean into the tough stuff and we are always respectful to others and accountable for the part we play.
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