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Head of Membership Retention and Services

Head of Membership Retention and Services

GORDON YATES LTDCambridge, England, United Kingdom
4 days ago
Job type
  • Full-time
  • Permanent
Job description

Job Title : Head of Membership Retention & Services

Location :

Full-time - Hybrid (3 days per week in London office, 2 days WFH) Salary :

50,000 - £60,000 per annum (dependent on experience) Contract :

Permanent, Full-time

We're recruiting on behalf of our not-for-profit client – a forward-thinking, purpose-led organisation dedicated to driving meaningful change in society. They are seeking a

Head of Membership Retention & Services

to lead their efforts in maximizing member engagement and delivering exceptional membership value through innovative services and data-driven strategies.

This is a high-impact leadership role where you will manage a significant income stream and be accountable for member retention, service delivery, and overall member satisfaction.

Key Responsibilities :

Lead Membership Retention Strategy : Develop and deliver an insight-led strategy to improve member retention, maximizing long-term engagement. Financial Planning & Management : Oversee financial forecasting, budgeting, and reporting for membership income streams, ensuring targets are met and ROI is clear. Accountable for income targets and financial performance. Service Delivery & Team Leadership : Manage a high-volume member support team, ensuring exceptional service and a strong operational focus. Retention Campaigns & Data Insight : Design and implement targeted retention campaigns informed by behavioural and sentiment insights. Process Innovation : Champion the adoption of digital tools (Salesforce and Marketing Cloud) to optimize retention efforts and service delivery. Senior-Level Escalation : Handle complex member issues, offering senior-level resolution and support as needed. Team Development : Manage a team of six, fostering a culture of excellence, inclusion, and accountability. What You'll Bring :

Proven Retention Experience : Success in managing retention for large membership or subscription-based organisations, particularly with 1,000+ members or clients. Financial Acumen : Experience managing multi-million-pound income streams, with strong financial forecasting, scenario modelling, and income reporting capabilities. CRM Expertise : Strong understanding of CRM systems (Salesforce preferred) and experience in leveraging data to drive retention and engagement strategies. Commercial Mindset : Ability to translate financial insights into action, with a focus on cost-to-serve metrics, payment systems, and recurring payments (including GiftAid). Leadership & Collaboration : Proven ability to lead high-performing teams and work collaboratively with cross-functional teams. Key Skills :

Financial Management : Budgeting, forecasting, and income reporting with a focus on subscription-based models. CRM & Data Leadership : Strong understanding of CRM systems (preferably Salesforce), data-driven decision-making, and segmentation strategies. Retention Campaigns : Experience in designing and executing retention strategies, including data-led campaign design. Governance & Issue Resolution : Calm, principled approach to handling member complaints, disciplinary matters, and other sensitive issues. Why Join?

Alongside purposeful work, our client offers a competitive salary and a comprehensive benefits package that supports your wellbeing, development, and work-life balance. You'll have the opportunity to shape the future of membership services, working with a team of passionate professionals committed to driving change.

Apply today or get in touch for a confidential conversation. TPBN1_UKTJ

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