Find More Than 10K+
United Kingdom Jobs

Job title and ref: Membership Coordinator (maternity cover up to 12 months) CIG6.23

Salary: £31,340 pro rata per annum (£31,980 pro rata pa after probation)

Hours of work: Part-time 28 hours per week

The Horniman Museum and Gardens is a unique attraction in south east London where world cultures and the natural world are brought together for everyone to enjoy. The Museum holds internationally important collections of anthropology and musical instruments, as well as a popular natural history gallery and Aquarium. The 16 acres of beautiful Gardens feature a tropical Butterfly House and offer stunning views across London.

The Horniman is a registered charitable company with a turnover of circa £7m, with funding from government grants and other income-generating activities, including the Horniman’s Membership scheme which has been very successful since launching in 2013. There are now over 6,000 members who support the Museum in return for a range of benefits.

We are looking for a Membership Coordinator to manage the busy Members’ Office whilst the current holder is on maternity leave. Your work will include managing the membership database and the monthly payment processes, organising Members’ communications, leading on initiatives to retain and recruit Members, and manage the Membership Administration Assistant.

You will have previous experience of working within a membership or fundraising team. You will have excellent organisational and administrative skills as well as ability to communicate effectively in writing and verbally. Experience of working with relational database and processing Direct Debits is essential.

The closing date for completed applications is 10am on Friday 9 June 2023.

Interviews will be held week commencing 26 June 2023.

The Horniman is an equal opportunities employer and we value and celebrate diversity. We want to better represent the communities in which we work but recognise that there is still much work to do in this area. We welcome and encourage all applicants and particularly encourage you to apply if you are from a community that is often disadvantaged by society or of ethnically diverse background.

How to Apply

Click on “Apply Now” at the top or bottom of this page. When you apply you will be asked to upload a covering statement in Microsoft Word format (the document must be in .doc format and the maximum file size is 2 MB). Please also ensure that you have uploaded your CV as a separate document which you can do when you create an account or login.

Please provide an overview of no more than 2 pages describing your experience relevant to the role as outlined in the Job Description and Person Specification.

After the application closing date, please ensure you monitor your spam email folders for potential correspondence from us.

JOB DESCRIPTION

Job title Membership Coordinator

Section Communications and Income Generation (CIG)

Reports to Marketing & Communications Manager

Responsible for Membership Administration Assistant

Hours of work 28 hours per week

Main purpose of the job

The management of the Horniman’s popular membership scheme, including the organising and delivery of an engaging events programme.

Section description

The Communications and Income Generation Directorate (CIG) is one of four directorates at the Horniman comprising fundraising, membership, marketing and communications, digital, visitor experience, ticketing, event programming and commercial activities.

MAIN RESPONSIBILITES

Management (25%)

• Manage the membership database, process and record all memberships, and ensure compliance with GDPR
• Manage all membership data and ensure effective updating, data management and reporting through liaison with internal departments including Visitor Experience, Retail and Admissions, Digital and Finance
• Monitor and meet membership figures and income targets, and provide reports and analysis to senior staff and stakeholders
• Work closely with database provider to continually improve CRM processes and reporting.
• Direct line manage the Membership Administration Assistant and provide leadership, guidance and day-to-day workload management
• Occasional applications for, and supervision of, volunteers and student placements in the Membership team.

Finance (20%)

• Manage the monthly Direct Debit process for all individual giving streams including preparing and submitting Bacs payment files, and resolving cancellations and bounced payments
• Provide support and expertise to colleagues, and stay up-to-date with guidance from Bacs
• Work with Finance to process Gift Aid donations and other income-related activity.

Operations and Communications (30%)

• Regularly review all membership processes, policies, financial procedures, communications and systems, and recommend and implement improvements
• Create all relevant training materials and provide training and guidance for staff in Membership, Fundraising and Retail & Admissions
• Manage an effective communications programme ensuring that all membership marketing channels and tools are accurate and effective, and enquiries, bookings and complaints are handled efficiently and sensitively
• Manage external relationships with all membership stakeholders and enquirers, including the special interest group of Friends Founding Members
• Organise and evaluate an annual membership survey, and implement actions
• Maintain and update membership webpage and all related content online, and help make improvements to Members’ digital experience

Campaigns and Activities (10%)

• Manage the delivery of effective recruitment campaigns and develop initiatives to support income growth
• Develop and implement effective strategies to ensure member retention
• Develop strong relationships with all teams and work collaboratively to develop an understanding of the importance of membership as a strategic priority
• Plan, promote and deliver an engaging programme of events and initiatives for Members

General fundraising (10%)

• Work with the Fundraising team to ensure Membership activities are coordinated with the Benefactor scheme, and collaborate on cultivation opportunities including events, mailings and promotions.
• Assist the Fundraising team to implement other fundraising initiatives

General administration (5%)

• Handle enquiries and bookings for events and initiatives
• Ensure filing and archiving is up-to-date and in compliance with the Members’ Office Retention Policy
• Ensure all print materials including forms, posters and folders are updated and kept well stocked

GENERAL RESPONISBILITIES

• Act in a professional manner and uphold the Horniman’s Code of Conduct
• Follow and promote safe systems of work and observe health and safety regulations
• Any other duties that may be required to ensure the effective running of the Communications and Income Generation department

PERSON SPECIFICATION

Minimum Shortlisting Criteria

• Previous experience of working within a membership or fundraising team (E)
• Experience of working with relational databases (E)
• Experience processing Direct Debits and implementing amendments and cancellations from the bank (E)
• Excellent organisational skills in a busy environment, and flexibility to deal with a variety of ongoing activities (E)
• Excellent written and verbal communication skills (E)

Further Selection Criteria

Education/qualifications

• Evidence of high levels of literacy and numeracy (E)

Knowledge and experience

• Previous experience of working in an arts or heritage organisation (D)
• Experience of working with Tessitura (D), and experience of implementing renewal and retention strategies (E)
• Comfortable with data management in the context of customer relationship management with a demonstrable understanding of Gift Aid and experience of maintaining confidential data sensitively and compliantly (E)
• Hands-on experience of Microsoft Word and Excel (E)
• Experience of working with ecommunications systems, preferably Wordfly (D)
• Ability to develop and deliver training across teams (D)
• Experience of line management (D)

Skills and abilities

• Excellent administrative skills, an aptitude for figures and strong attention to detail (E)
• Ability to self-manage and prioritise a demanding workload in order to meet deadlines (E)
• Confidence and ability to develop relationships with members and donors (E)
• Strong interpersonal skills, calm and friendly, and able to relate effectively and appropriately to a wide range of people within and beyond the team (E)
• Proactive, creative and able to take the initiative (E)

Personal attributes

• An empathy with the Horniman mission and an interest in its exhibitions, activities and events
• Commitment to equality and diversity
• Willingness to work flexibly to achieve corporate objectives
• Commitment to own learning and professional development

Job activities may vary and evolve over time to meet business needs. Some evening and weekend work may be required e.g. for events. A basic DBS check is required for this post.