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Senior Membership Manager, Independent Healthcare Providers Network (IHPN) Limited
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Senior Membership Manager
Salary: £45,000 (FTE), plus pension and access to PMI
Contract: Part-time, 21 hours per week
Location: London
Start date: ASAP (flexible depending on candidate)
About the Organisation
The Independent Healthcare Providers Network (IHPN) is the membership organisation for independent healthcare providers across the UK. We connect providers to champion high-quality patient care and collaborate with governments, the NHS, and partners to contribute positively to UK healthcare. Our vision is a thriving independent healthcare sector delivering outstanding care for NHS and private patients.
IHPN’s members offer a diverse range of healthcare services—acute, primary, mental health, diagnostics, community care, and clinical home healthcare—across England, Scotland, Wales, and Northern Ireland. IHPN’s activities span subjects such as:
- Supporting net-zero goals for providers
- Enhancing the independent sector’s contribution to NHS services
- Impact of key legislation like the Employment Rights Act
- Developing sector-wide patient safety incident responses
- Supporting medical governance frameworks
IHPN is outputs- and delivery-focused, ensuring our expansive work programme remains effective.
About the Role
The Senior Membership Manager plays a pivotal role in ensuring IHPN delivers an outstanding experience for members and commercial associates, maintaining a high Net Promoter Score. Reporting to the Director of Communications and collaborating with the Head of Business Services, this role demands a self-starter to lead membership engagement strategy, oversee the entire membership lifecycle, and maximise the impact of member relationships.
The responsibilities combine relationship management, engagement, marketing, data analysis, and operational delivery. The successful candidate will develop strategies to improve member engagement, retention, and satisfaction, ensuring robust systems align with organisational goals.
Purpose
Lead and continuously improve IHPN’s membership and commercial associate programmes, ensuring members receive excellent support and value throughout their engagement.
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This includes:
- Overseeing member relationships from onboarding to retention.
- Utilising data and insights to strengthen ties and identify growth opportunities.
- Supporting colleagues in capturing and utilising member engagement information.
Accountabilities
Membership Strategy & Engagement
- Lead IHPN’s membership engagement strategy.
- Develop initiatives to increase engagement, satisfaction, retention, and advocacy.
- Build strong member relationships to serve as the key contact for membership inquiries.
- Ensure members engage with IHPN’s full suite of activities, benefits, and services.
- Identify at-risk members and develop tailored engagement plans.
- Oversee membership communications, including the onboarding process and promotional materials.
Membership Lifecycle Management
- Manage recruitment, onboarding, engagement, retention, and renewals.
- Collaborate with Head of Business Services on membership renewals and admin.
- Develop onboarding processes to ensure new members realise value quickly.
- Monitor membership trends and recommend growth/retention strategies.
Commercial Associate Programme
- Oversee the commercial associate programme, ensuring strategic alignment.
- Ensure associates receive value from IHPN engagement.
- Identify and act on opportunities to boost engagement and retention.
- Update and maintain associate communications materials (e.g., onboarding).
- Manage key contacts.
Data, Insight & Reporting
- Act as the organisational lead for membership data and reporting.
- Use ** HubSpot** to track member interactions, engagement, and relationships.
- Generate reports on trends, engagement, retention, and satisfaction.
- Identify at-risk and high-engagement members for tailored next steps.
- Provide insights for strategic decisions.
CRM & Systems
- Lead HubSpot membership functionality and promotional usage.
- Train colleagues on CRM accuracy and efficient use.
- Work with suppliers/stakeholders to improve CRM tools and reporting.
- Ensure data quality and compliance with regulations.
Relationship Management & Member Intelligence
- Coordinate visits and engagement activities.
- Gather member feedback and identify issues.
- Share member intelligence organisation-wide.
- Support colleagues in nurturing member and stakeholder relationships.
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General
- Contribute to organisational planning and reporting.
- Perform administrative tasks as needed.
- Undertake other duties aligned with the role.
Key Skills & Experience
Mindset & Values
IHPN prioritises the right personality over specific experience. Key traits include:
- Strong interpersonal skills to enhance the member experience proactively.
- CRM expertise—understanding a system is more critical than years of manual entry.
- Comfort balancing people engagement with automation.
- Proactive mindset focused on process improvement.
- Organisational and detail-oriented.
IHPN values to embody:
- Putting members first.
- Being responsive and proactive.
- Acting with integrity.
- Pursuing continuous improvement.
- Valuing team camaraderie.
Essential Criteria
- Experience in membership, stakeholder engagement, or customer relations roles.
- Background in membership organisations, trade associations, or professional bodies.
- Proven history in engagement/retention/relationship strategy development.
- Familiarity with HubSpot or equivalent CRM platforms.
- Ability to analyse engagement data and draw meaningful insights.
- Exceptional communication, organisational, and project management skills.
- Process improvement experience.
- Independent initiative-taking with a focus on quality and data accuracy.
Desirable Criteria
- Membership marketing, customer success, or audience engagement experience.
- Onboarding and retention programme management.
- HubSpot automation/advanced reporting proficiency.
- Knowledge of healthcare/health policy.
- Degree-level education or relevant equivalent experience.
How to Apply
Send your CV and covering letter (obligatory) to admin@ihpn.org.uk. Applications without a covering letter will not be considered.
Closing date: 9 AM Monday, 27th July Interviews: Week commencing 3rd August
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