Membership Officer

Coeliac UK has been a trusted source of support on coeliac disease and the gluten free diet for 50 years. We are an independent charity and fund critical research into coeliac disease and support our 65,000 strong community through our offices in England, Scotland and Wales.

We are entering into an exciting new phase of development which will rely on understanding our supporters and stakeholders better so that we can develop improved services and engagement activities.  We are looking for a proactive Membership Officer who will be passionate about driving our membership scheme forward and improving our service delivery. The role needs someone that will help push forward new initiatives, interrogate results and bring a creative flair to our existing membership marketing collateral.

The Membership team ensures that our members receive services in line with Coeliac UK’s strategy, including direct information/support via a helpline, and for administration of the membership scheme. The role is responsible for the operational delivery of our membership recruitment and retention strategy.

Key responsibilities:

• Work closely with Director of Membership and Services and Head of Membership to assist in the development of the charity’s membership recruitment and retention strategy, adding value and creating high levels of satisfaction

• Work with all teams across the charity to maximise engagement with the membership recruitment and retention strategy

• Develop and generate reports to monitor and analyse behaviour across our recruitment and retention activities and marketing campaigns

• Lead day to day activities in the membership journey from prospective membership enquiries to joining, to new member communications through to renewal 

• Work with the Membership Services Officer to undertake market research, for example, membership benefits analysis and membership satisfaction 

• Create and develop membership marketing and administration collateral across our print and digital platforms 

• Deliver direct support and information to members, prospective members and other stakeholders across our communication channels, including our Helpline

• Coordinate Coeliac UK’s presence at external events as well as assist with the charity’s own Gluten free food festival

Knowledge, skills and experience

• Experience of delivering excellent service

• Excellent communication skills – verbal and written

• Experience of the membership sector is preferable

• At least five GCSEs at grade C or above, including Maths and English

• Numerate with necessary skills to produce, monitor and interpret complex data

• Experience of creating engaging content across a variety of platforms

• Proficient in using CRM and CMS systems and image software

• Able to manage multiple projects on time and to budget

• Ability to manage workload on own initiative within a team environment

This job description is not intended to be an exhaustive list of duties to be performed by the employee. This job description may be altered to reflect the needs of the charity.

Salary: £23,369 to £25,965 based on experience

Please apply online with your CV and cover letter for this Membership Officer role.

Interviews will take place on 28 July 2017

Please check your email for confirmation that your application has been received and to follow further instructions if applicable.