Membership Manager

Reports to: Head of Marketing, Communications and Membership
Manages: Membership Executive
Salary range: £38,251 – 47,940
Location: London – EC4Y 8EE (Hybrid)
Contract: Permanent, full-time (31.5 hours per week)

Job Purpose

As BSR’s Membership Manager you will be responsible for overseeing BSR’s membership offer. You’ll work on plans to recruit members across a range of roles in the rheumatology specialty and engagement tactics to ensure members are retained year on year.

Working closely with the Head of Marketing, Communications and Membership, you’ll drive forward a compelling value proposition for membership by refining our benefits package and developing tailored audience content. With responsibility for our digital-first membership engagement plans, you’ll work on strategies that drive our engagement, provide real-time feedback and give us insight into how our members behave.

You’ll lead and coach a Membership Executive to develop their skills and together, provide excellent customer service and membership experience.

Main responsibilities

Membership recruitment and retention

• Develop and execute strategies for acquiring new members
• Engage in digital outreach and in-person networking to promote BSR membership and develop a deep understanding of our audiences and the pressures they face
• Cultivate relationships with current members to ensure high retention rates and insightful feedback loops
• Monitor membership trends and adjust recruitment and retention strategies as necessary
• Support strategic networking by facilitating meetings with members and the Senior Management Team/President(s)

Customer service and member engagement

• Serve as a key point of contact for all member enquiries, providing an exceptional service
• Ensure a positive experience for new and existing members with engaging communications, including regular newsletters and lifecycle campaigns
• Organise and host events, webinars, and other member engagement activities to foster community

Database and process management

• Maintain an up-to-date and accurate membership database (CRM) and an internal super-user
• Track membership renewals, payments, and communication preferences
• Analyse membership data to identify trends, opportunities for growth, and areas for improvement
• Oversee membership billing, including invoicing, payment tracking, and collection efforts
• Monitor membership revenue and work with the finance team to report on financial performance
• Develop pricing strategies as needed

Reporting and analysis

• Prepare regular reports on membership growth, retention, engagement, and financials for the Senior Management Team and Board of Trustees
• Use data and feedback to continuously improve the membership offering from BSR
• Stay up-to-date on membership trends, membership models, and best practices to keep the BSR offer relevant

Person Specification

1. Experience of working in membership or relevant customer-facing role
2. Experienced in database management and working with digital collaboration tools
3. Strong skills in data analytics, insight and impact measurement
4. Excellent communication skills and the ability to communicate with a variety of audiences across multiple channels (including digital)
5. Strong management skills to direct, support and motivate their staff to perform to high standards
6. Excellent organisational skills
7. Ability to build effective collaborative partnerships with internal and external stakeholders
8. Strong problem-solving skills

Inclusion and Diversity statement

BSR is committed to encouraging inclusion, equality and diversity in our workforce. We are actively trying to increase the diversity of our staff team. We try to reduce as many barriers as we can for those with a disability. We know that everyone is an individual, so please always tell us what we can do to support you.

We welcome approaches from individuals from underrepresented groups, including those from minoritised communities, and those with a disability, to better reflect the community we serve and help broaden our perspectives.
Our values are:

• Celebratory – we celebrate the achievements in rheumatology
• Inclusive – we support everyone in the rheumatology community
• Sustainable – we work to reduce the impact of our activities on the environment
• Leading – we use our profile to drive change and support those working in the specialty
• Collaborative – we always seek to work with others to have a greater impact

Benefits of working at BSR

We offer a wide range of benefits, most of which start from day one of joining us. Our benefits fall into four main areas: Wellbeing, Time- based, Learning and development, and Financial. Just some of them include:

Wellbeing:

• Free period products in our office
• Free flu vaccinations
• Mental Health First Aiders
• BUPA healthcare scheme- we offer a cash plan, which you can add children or partners to
• Employee Assistance Programme. This is a free, confidential counselling service to all staff, as well as a general advice service provided by BUPA
• WeCare offers access to a 24/7 virtual GP, as well as a mental health support service, a get fit programme and an online portal with lots of helpful resources
• Our enhanced sick pay offer is:
  • Up to two years’ service: 4 weeks full pay and 4 weeks half pay
  • After two years’ service: 12 weeks full pay and 12 weeks half pay
• We work in a social environment with a range of activities, both virtual and in person, run by our Social Squad. This includes an organisation- wide volunteering day.

Time-based:

• We offer 30 days annual leave in addition to bank holidays
• All staff can request sabbaticals at any point, which are considered on a case-by-case basis
• We also offer an extra day for moving house
• Bank holiday swaps- you can swap a bank holiday day for another day’s leave (entitlement remains 1:1 days)
• We’re a 4 day week employer, which at BSR means working your fulltime hours (31.5 each week) over 5 days

Learning and development

We will help you develop your career by supporting your personal development and encouraging internal progression. This includes recognising individuals’ achievements through our internal staff awards. We offer a huge range of learning opportunities, both in-house and externally. This includes a thorough induction programme when you join us, as well as development opportunities aimed at line managers, and wellbeing-based learning sessions. And if professional membership is a required part of your role, we’ll cover the cost of that.

Financial:

• We offer a performance related pay incentive scheme
• Income protection scheme
• You’ll be enrolled on our pensions scheme with Aegon (via Second Sight). Our current pension match is 5% employer contribution if you contribute 4% (9% contribution in total).
• Our life assurance policy pays three times your basic salary
• Interest free season ticket loans
• Ride-to-work scheme
• Interest-free loan scheme
• We also provide generous enhancements within our parental and family leave policies.
  • Our maternity/shared parental/adoption offer is 6 weeks at full pay, 33 weeks at half pay, followed by 13 weeks at the statutory rate.
  • Our paternity leave offer is 6 weeks at full pay.