Membership Services Manager

Role description:
Membership growth is at the centre of the Natural History Museum’s Public Engagement Programme and the newly reconfigured membership team is at the heart of the action. As the Museum looks to grow their membership scheme substantially over the next 5 years, this new role will be instrumental in leading this change, evolving and developing the systems, processes and people required to support an ambitious membership population and income growth plan.

Reporting to the Head of Membership, the successful candidate will have the proven skills to develop a streamlined, professional and efficient working function where excellent customer service is the norm. With 18 months experience in a membership operations environment you’ll be well-placed to lead a membership team at one of the nation’s most-loved destinations, sharing the wonders of the natural world with a growing community of members.

Supported by the Head of Membership, you’ll prepare the team for the introduction of a new Customer Relationship Management (CRM) system that will change the way we administer our membership policies (including our Welcome and Renewals programme) and manage the Museum’s relationship with our valued customers.

With excellent people skills, you’ll be capable of engaging with a wide range of stakeholders as an ambassador for membership across the Museum, including our on-site visitor engagement teams. With strong diplomacy and negotiation skills, you’ll be able to build healthy working relationships across teams and be a driver for change, bringing others with you.

In addition to these proven skills, you’ll draw energy and inspiration from working in a team at one of the nation’s most-loved visitor attractions, where the wonders of the natural world weave into your working life and office environment daily and where team and personal success is celebrated.

Salary: £31,424 per annum plus benefits

Contract: Permanent Appointment

Closing date: Midnight on Wednesday 8th July 2015

Please note that applications are invited from candidates who have not previously applied for the Membership Services Manager (May 2015) vacancy.

Role competences:
To apply:

Please submit your CV with a covering letter which includes demonstrable and compelling evidence of how you meet the competencies required to thrive in this new and challenging role, as outlined in the job description and job ad.

1. Excellent financial processing and budget-management skills/experience
2. Sound knowledge of database management and CRM (customer relationship management) with strong attention to detail, with high accuracy and quality of output
3. Sound knowledge of legislation affecting membership including Direct Debit (BACS), PCI compliance, Gift Aid compliance and data protection.
4. Strong administration and organisational skills, including prioritisation, delegation and time-management
5. Excellent customer service skills, with the ability to discern customer needs and wants, and to respond accordingly (to both internal and external customers)
6. Strong planning skills, recognising and responding to the impact of future activity on resources and plan accordingly to meet deadlines
7. Confident user of Microsoft Office software including MS Access and MS Excel (intermediate to advanced ability)
8. Clear communication and the ability to quickly adapt and respond to a changing environment (people & systems)
9. Strong inter-personal skills, with the ability to influence others in the team and across the Museum, whilst considering other perspectives

Online application process:
You are required to attach a CV and covering letter within the ‘Other Information’ section of the online application form. Within your covering letter please demonstrate how you meet each competences with specific examples from your achievements, knowledge, skills and/or experience.