Membership Manager

Department: Membership and Marketing

Team: Membership

Location: London with hybrid working

Position type: Short Term Contract

“Seeking a skilled B2B Account Manager and Customer Success expert to join our close-knit team, specifically to help strengthen our new and existing Industry, Rapporteur and Academic members’ engagement in GSMA initiatives. Based in London, the role includes close collaboration with adjacent teams in Technology, IT, Finance and Marketing. Building positive global relationships will be key.” – Kate Walsh, Business Development Director, Membership

There are several types of GSMA membership, each priced in tiers according to turnover, comprising:

• Operator Membership, for mobile operators, over 650 of which are currently GSMA members
• Telecom Administration Membership, for regulators
• Rapporteur Membership, for Mobile Virtual Network Operators and similar companies
• Industry Membership, for commercial entities operating within and alongside the mobile industry
• Academic Membership, for academic research institutions
• Community Membership, for commercial entities requiring more limited access to specific benefits

The role of the GSMA Membership function is to acquire, manage and retain members across all these types. The Membership team is broadly split by membership type responsibility (1-2, and 3-6), with Operations and Extended membership functions supporting.

This Membership Manager role is primarily concerned with supporting the retention of member companies in types 3-5 above, focusing on tier 5 & 6 Rapporteur, Industry and Academic members.

Account Management and Retention (core element of role): Key point of contact for a global portfolio of GSMA Members, promoting their engagement in all areas of GSMA work relevant to them, maximising breadth of engagement wherever relevant, answering/directing queries, helping to maintain their positive impression of the organisation and thus supporting retention as much as possible.

Onboarding Support and Member Enquiries (core element of role): New members will need to be carefully onboarded working in close collaboration with Membership Sales, Finance, Membership Operations and IT teams, the aim being for the GSMA to be seen as a trusted strategic partner.

Systems: Responsibility for all necessary administrative actions relating to account portfolio in both internal and external-facing systems, helping to ensure that new member onboarding, platform access, publicity and renewals can all function smoothly.

Teamwork: Working collaboratively with the Membership team, Membership Marketing, IT, Finance and Technology teams, as well as the wider GSMA organisation, to deliver on the agreed objectives, strategy and targets.

You are a talented B2B account manager, ideally with some mobile industry and/or membership experience. You have a proven track record of juggling competing priorities even under stress and building positive relationships in organisations of all sizes and in diverse cultures.

You are responsive, thorough and methodical with strong attention to detail, maintaining strong record-keeping hygiene. You have a strong customer‑focused attitude, are empathetic yet tenacious, and can demonstrate the ability to influence and motivate others to help you. You are passionate about continuous improvement, are happy, willing and able to be hands‑on and are excellent at prioritising.

Communication – a high level of competence in written and oral communication is a must‑have.

Teamwork – as a small team we rely on each other and on close alignment with other GSMA departments in order to be able to do our jobs. The successful candidate will be the kind of person who is always as good as their word and is happy to support team members where needed, and can expect the same from their colleagues in return.

Influence – often the main contact person responsible for the relationship with the GSMA is not the participant in a given group or initiative, and understanding how to play these scenarios for success is key.

Stakeholder Management – both within the GSMA and most…