Membership Engagement Coordinator Remote
Job description
JOB DESCRIPTION
Job Title: Membership Engagement Coordinator
Report to: Commercial Director
Salary: £28,000c
Location: Remote with occasional travel around the UK
ABOUT US
As the trade associations representing companies large and small in the engineering consultancy and environmental sectors, we at ACE & EIC are leading voices, influencing government, and other stakeholders in Westminster and across the UK.
SUMMARY OF ROLE
The Membership Engagement Co-ordinator will support the team to ensure an excellent standard of customer service to members, potential members, and other customers. The Membership Engagement Co-ordinator will support the team with the day-to-day management of ACE and EIC members, managing telephone and email enquiries, coordinating member meetings when needed, and maintaining accurate member records.
The role will also be key in supporting the wider team to deliver a programme of member events and group meetings, booking venues, and ensuring that these events are well organised and delivered. The Membership Engagement Coordinator will also be key in carrying out other tasks and projects as required to ensure that members are well supported.
This role will work remotely and travel across UK is expected on occasion.
RESPONSIBILITIES
· Support the team to deliver the recruitment, retention and satisfaction targets set.
· Supporting with new member recruitment for ACE and EIC, issuing new member packs, maintaining member pipeline, setting up calls with potential members as required.
· Work with events manager as and when required to ensure effective delivery of ACE/EIC events programme.
· Highlight any required amendments to the membership marketing collateral and website, including updates to the membership forms.
· Support new member onboarding for ACE and EIC – adding member application forms onto the Information Management System, scheduling induction meetings, sending out new member packs in line with team procedures
- Develop and contribute to the processes and procedures in place to ensure that they are efficient and clear and deliver excellent customer service.
- Support the day-to-day management of ACE and EIC’s memberships, including enquiries from potential and existing members via telephone or email, maintaining accurate and up to date member records and that members are regularly invited to review their forum and group representatives.
- Manage the customer service side of member purchases, ensuring they are customer friendly and keep abreast of feedback and recommend process improvements to benefit members
Stay abreast of the benefits of ACE and EIC membership and act as a champion for ACE and EIC to be more member focused.
· Act as an internal ambassador for the company’s Information Management System, support staff as required to use the system.
· Support the annual billing cycle for ACE and EIC, including use of the company’s IMS system to issue and amend invoices, management of cancellations, amendments and regular reporting as required, working closely with other members of the team.
· Support members to navigate and maximise their membership, offer regular engagement meetings members and increasing their representation on the different forums and workgroups.
· Regularly prepare and deliver Microsoft PowerPoint presentations and use of Microsoft Excel to carry out analysis of member statistics and to maintain membership team activity trackers.
· Support with the management of EIC & ACE groups, coordinating diaries with group chairs, managing group distribution lists on CRM, and following up on bounce backs where individuals have left
· Management of member records (member application forms added to CRM, cancellations, changes to main contacts etc)
· Providing accurate, up to date information to members and non-members in a timely fashion (including but not limited to day-to-day support on agreements, website login support, invoice and certificate support)
· Issue ACE and EIC annual membership certificate to members
· Additional tasks as required and in support of the team.
PERSON SPECIFICATION
- Relevant experience in a similar role ideally for 2+ years;
- Excellent ability to use customer service databases
- Strong understanding of Microsoft outlook, Excel, word and PowerPoint
- Exceptional interpersonal skills and ability to form effective business relationships.
- Ability to engage at all levels within an organisation from young professionals to CEOs.
- Excellent written and verbal communication skills, including strong written English, the ability to present information in a clear concise manner.
- Highly professional with strong focus on customer service.
- Strong team player, willing to proactively support members of the team to deliver collective aims.
- Excellent attention to detail and accuracy in production of reports and statistics.
- Strong analytical skills and ability to analyse membership data and present trends to others.
- Ability to work to tight deadlines, prioritise workload and manage multiple tasks.
- Experience working remotely and proactively seeks to be a team player
- Willingness to travel when required
- Has a passion for process improvement and challenges the norm to seek out best practice
- Thrives on challenges and problem solving
- Enjoys creativity and building internal processes
KEY COMPETENCIES
Setting Direction – Gather information from a range of relevant sources inside and outside the team to inform own work. Frequently seeking the opportunity to partake in debate and problem solve. Acting with an unbiased ‘member first’ approach always.
Engaging People – Works collaboratively and is a team player, building supportive, trusting, and professional relationships. Proactively contribute to the work of the whole team. Communication style is inclusive and engaging and puts forward views in a clear and constructive manner, based on evidence.
Delivering Results - Focuses on delivering timely objectives with energy. Works in a way that is commercially sound and mindset of one which seeks to consistently add value. Works in an organised manner using own knowledge and expertise, and drawing on other skills, to deliver on time and to high standard.
SALARY & CURRENT BENEFITS
▪ Starting salary for this role is £28,000, depending on the skills and experience you bring.
▪ Flexible working day
▪ Personal development career plan and support
▪ 27 days of holiday, plus one extra day for your birthday
▪ Employee discount on major brands
▪ Company pension
▪ Life insurance
▪ Access to Employee Assistance Programme
ACE is an inclusive and diverse employer and welcomes applications from all sections of the community.
Job Types: Full-time, Permanent
Salary: £28,000.00 per year
Benefits:
- Company events
- Company pension
- Work from home
Schedule:
- Monday to Friday
Experience:
- Administration: 2 years (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: Remote
Application deadline: 27/02/2023
