Head of Membership

Responsibilities

• Support the Membership and Engagement Director in developing long-term membership plans and strategic initiatives
• Develop and evolve the Member Value Proposition
• Identify opportunities for membership growth, retention and engagement across global markets
• Develop and deliver membership acquisition, progression and retention strategies
• Monitor membership performance against KPIs and recommend improvements
• Use member insight, research and analytics to shape membership and E&T products
• Lead initiatives to improve member satisfaction, loyalty and lifetime value
• Work with marketing on integrated acquisition and renewal campaigns
• Support the end-to-end member journey and drive continuous improvement
• Ensure services meet member needs across grades, geographies and career stages
• Oversee membership engagement activity, including the annual events programme
• Oversee member communications with the marketing team
• Provide strategic oversight of membership operations, applications, renewals, progression, subscriptions and CRM operations
• Sponsor automation and digital transformation across membership services
• Maintain governance, policies and data quality standards
• Monitor membership trends, engagement, renewals, financial performance and customer satisfaction
• Manage the annual membership budget and income forecasts
• Monitor subscription income and retention performance
  
  Identify opportunities to grow member income and ensure value for money
• Coach and support Membership and Events Teams
• Manage annual objectives and performance and identify team development opportunities

• Experience developing and implementing membership strategies
• Proven track record of delivering membership growth, engagement and retention
• Experience leading and developing high-performing teams
• Experience managing organisational change and service improvement
• Experience using CRM systems, data and insight to improve performance
• Experience managing budgets and membership income
• Strategic thinking with strong operational delivery
• Excellent leadership and people management skills
• Outstanding stakeholder engagement and influencing skills
• Strong analytical and decision-making skills
• Excellent written, verbal and presentation skills
• Ability to lead organisational change and digital transformation
• Excellent planning, prioritisation and project management skills
• Experience working within a professional body, membership organisation, or institute (desirable)
• Experience working with volunteers, governance committees or branch networks (desirable)
• Knowledge of the ADR, legal or professional services sector (desirable)
• Covering letter of ideally one A4 page but no more than one, along with CV, required to complete application

Demonstrates expertise in developing and implementing membership strategies, driving growth, engagement, and retention while managing budgets and performance metrics. Proven ability to lead teams, oversee membership operations, and facilitate digital transformation initiatives.

• Membership Strategy Development
• Team Leadership
• CRM Systems Management
• Budget Management
• Stakeholder Engagement

• Membership Growth
• Engagement Strategies
• Data Analysis
• Performance Monitoring
• Project Management

• Leadership Skills
• Communication Skills
• Analytical Skills
• Decision-Making Skills
• Planning and Prioritization

• Membership Organisation
• Professional Body
• Governance
• ADR
• Legal Sector

• CRM Systems
• Digital Transformation Tools
• Data Analytics Tools