Membership Services Manager (Affinity)

• Work closely with the Commercial Director and Marketing Manager to drive a growth and retention strategy in order to deliver volume and sustainable income growth against ambitious targets.
• Draw on the marketing, sales, communications and digital services at the Club to develop and manage the delivery of campaigns designed to retain existing members and recruit new members.
• Ensure membership offerings are clearly presented through the Club’s digital channels, onsite and wider public activities.
• Develop and continuously update print and digital collateral which supports the initiatives, always making sure communications, advertising and literature comply with Club brand guidelines.
• Ensure that benefits delivery is carried out across all departments to improve membership satisfaction. 
• Lead on the planning and delivery of members’ events and develop a regular programme of activities for members.
• Work with the relevant Club departments to deliver a regular and comprehensive events programme for members.
• Work closely with the Finance Department to implement a reconciliation system to ensure that reporting of income is consistent.
• Continue to drive Direct Debit as the primary renewal method to improve retention rates.
• Work closely with the Club’s Insights Manager to regularly interrogate and analyse the databases to support recruitment and retention activities, improve campaign effectiveness understand trends and identify opportunities.
• Monitor all metrics relevant to measuring engagement levels, progress and impact across both initiatives.
• Synthesise membership data into comprehensive reports that can be delivered at senior management level.
• Research and acquire opportunities to promote membership via partnerships or third party affiliates.
• Maintain a strong understanding of membership practices by attending networking events as and when appropriate.

Skills, experience and knowledge

• Practical and thorough knowledge and understanding of managing a membership scheme, with experience of leading a membership or loyalty scheme within a major institution
• Experience of delivering multi-channel marketing campaigns and the ability to use digital marketing tools
• Extensive experience of using CRM / stakeholder management systems and interrogating data and reporting
• Ability to analyse data and develop information into reports for wider dissemination or presentation
• Ability to work to deadlines
• Intermediate to advanced level abilities on Microsoft Word, Excel and PowerPoint
• Excellent copywriting and editing skills
• Event management experience
• Comfortable managing a budget and able to plan and forecast effectively
• Prior line management experience

Qualifications

• Degree or equivalent

Personal attributes

• Absolute attention to detail
• A high level of practical and organisational skills
• Results driven and highly numerate
• Strong interpersonal skills
• Strong oral and written communication skills
• Ability to work on own initiative
• Ability to work as part of a team and to support colleagues
• Willingness to learn new skills
• Ability to work in a changing and flexible organisation