UK Finance
Strategic Insights Manager
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Job Purpose
The Strategic Insights Manager is responsible for overseeing membership administration processes, the member governance framework, analysing member data and trends, and ensuring efficient operational support for all member-related services. Additionally, the role is the lead individual in delivering the MRM strategic roadmap. This role combines people leadership, operational oversight & governance, project management, reporting, and process improvement to support organisational goals and an enhanced member experience.
The role requires strong analytical capability, attention to detail, and the ability to manage administrative workflows while collaborating across departments to improve member engagement, retention, and service delivery. Additionally, the role holder will personally negotiate and deliver the sponsorship budget for the networks as well as managing a small number of members to ensure the role holder's experience of members remains fresh.
Key Duties and Responsibilities
Member Analysis & Reporting
- Analyse membership trends, demographics, engagement, retention, and participation data.
- Produce regular reports, dashboards, and insights for leadership teams.
- Identify trends, risks, and opportunities to improve member satisfaction and operational performance.
- Support strategic planning through data-driven recommendations.
- Collaborate with finance, marketing, and operations teams to align reporting and member insights.
- Ensure the membership perimeter is protected and opportunities to change the perimeter taken to ExCo for agreement.
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Operational Management
- Manage day-to-day membership administration processes, including onboarding, renewals, updates, and record maintenance.
- Ensure accurate and timely processing of member applications, payments, and communications.
- Maintain data integrity within membership databases and MRM system.
- Develop and implement administrative procedures, controls, and service standards.
- Monitor Membership Team compliance with organisational policies, data protection requirements, and governance standards.
- Lead continuous improvement initiatives to streamline administrative processes and enhance efficiency.
Team Leadership
- Manage an administrative FTE supporting the Relationship Managers.
- Allocate workloads, monitor performance, and provide coaching.
- Promote a high standard of Member service and operational excellence.
Stakeholder & Member Support
- Act as an escalation point for complex member queries or administrative issues.
- Build strong working relationships with internal and external stakeholders.
- Contribute to projects related to membership systems, reporting enhancements, or process automation.
Member and Member Networks
- Relationship manage a small number of members ensuring the member is satisfied with UK Finance and the role holder stays fresh with managing members.
- Own and deliver the sponsorship budget for Networks, looking for new and different sponsors to keep the networks fresh.
- Develop and own the MRM development roadmap for membership.
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Knowledge, Experience and Attributes
Essential
- Experience in membership services, operations, or business analysis.
- Strong analytical and reporting skills with the ability to interpret data and provide actionable insights.
- Experience working with MRM or CRM systems.
- Excellent organisational and problem-solving skills.
- Strong written and verbal communication skills.
- Proficiency in Microsoft Excel and other reporting tools/ data visualisation or BI tools (e.g., Power BI, Tableau).
- Experience with AI tools (e.g. Co-Pilot, ChatGPT, Claude).
- Ability to manage multiple priorities and meet deadlines.
Desirable
- Experience within associations, professional bodies, subscription-based organisations, or member-led environments.
- Understanding of GDPR or data governance requirements.
Success Measures
- Accuracy and efficiency of membership administration processes.
- Member retention and satisfaction metrics.
- Timeliness and quality of reporting and analysis.
- Process improvement outcomes and operational efficiencies.
- Team performance and service standards (Inc MRM satisfaction).
- Networks sponsorship budget.
Education
- Bachelor’s degree in Business Administration, Operations, Data Analytics, Management, or related field preferred.
- Relevant professional certifications or equivalent experience considered advantageous.
Direct reports
- 1 Analyst level administrator
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