Head of Membership

Head of Membership

Salary: £60,000 per annum

Hours: 35 hours per week, Monday to Friday

Location: Hamble, Southampton

Are you an experienced membership, customer experience or commercial leader with a passion for creating exceptional customer journeys and driving organisational growth?

We're looking for a strategic, commercially minded and people-focused leader to head up one of the RYA's most important functions. This is an exciting opportunity to shape the future of membership for an organisation that supports more than 100,000 members and over 1,500 affiliated clubs and organisations across the UK.

Reporting to the Director of Marketing, you will champion membership across the organisation, leading the development and delivery of the RYA's membership strategy to drive growth, engagement and retention. You'll play a key role in ensuring members receive outstanding value and service, while helping the organisation achieve its long-term strategic ambitions.

Importantly, you do not need a sailing or boating background to be successful in this role. We welcome applications from candidates with transferable experience gained within membership organisations, subscription businesses, customer experience, charities, professional bodies, leisure, sport, retail, hospitality or other customer-focused environments.

• Lead the development and delivery of the RYA's membership strategy.
• Drive membership acquisition, engagement, retention and renewal activity across a diverse membership base.
• Lead and develop the Membership & Certification team, ensuring excellent customer service and operational performance.
• Use insight, research and data to improve member experiences and inform strategic decision-making.
• Oversee membership, certification and affiliate administration services, ensuring accuracy, efficiency and compliance.
• Work collaboratively across the organisation to maximise member value and support organisational objectives.
• Develop new membership propositions, initiatives and engagement opportunities that enhance loyalty and long-term sustainability.

• Develop and implement the RYA membership strategy aligned to organisational priorities and growth objectives.
• Lead initiatives that enhance member acquisition, retention, engagement and advocacy.
• Champion a member-centric culture and continuously improve the end-to-end member journey.
• Lead, motivate and develop the Membership & Certification team.
• Ensure efficient and accurate processing of memberships, qualifications and certifications.
• Monitor membership performance and provide insight-led recommendations to senior leadership.
• Manage budgets, resources and operational priorities to deliver value and sustainable growth.
• Build strong relationships with internal stakeholders, Home Countries, affiliates and external partners.
• Support the ongoing development of systems, processes and data quality to improve operational effectiveness and member understanding.

We are looking for someone who combines strong strategic thinking with excellent leadership skills and a passion for delivering outstanding member experiences.

• Significant experience leading membership, customer experience or subscription-based functions.
• Proven experience delivering growth, retention and engagement strategies.
• Experience leading and developing high-performing teams.
• Strong analytical and commercial skills, with the ability to use data to inform decisions.
• Excellent communication and stakeholder management skills.
• Experience influencing senior leaders and working across complex organisations.
• Strong organisational and project management skills.
• A customer-focused, collaborative and results-driven approach.