Membership Experience Manager

Would you like to be part of a team managing the membership journey for a leading UK charity? Are you seeking an exciting new opportunity where you can truly make a difference?

We are looking for a Membership Experience Manager to join our Membership Services and Development team at RBL to help support, manage and shape our membership now and for the future.

With approximately 2,500 RBL branches and with circa 190,000 members, our Membership exists so our Armed Forces family has friends and allies standing by them in every community. This key position is crucial in managing and developing the experience for members and implementing strategic changes to increase member satisfaction, acquisition and retention.

Come and be part of the leading Armed Forces charity, making a difference to the lives of those who have served to keep us safe and protect our way of life.

Reporting to our Head of Membership Acquisition, some key responsibilities will include:

- Overall management, delivery, review and ongoing development of a seamless end to end membership journey and exceptional membership experience with RBL
- Manage and deliver the bi-annual engagement survey to all members and using the findings develop an action plan
- Manage the development, updating and implementation of membership experience collateral
- Foster and manage a key relationship with the data services team to oversee the production of relevant reports, responding to business requirements for data and insights against KPIs and annual targets
- Working closely with Membership Council, co. Chair the Youth Membership Working Group
- Work closely with internal and external stakeholders to ensure processes, procedures and policies support the strategic objective of improving membership journey and experience
- Support the delivery of a new membership model to future-proof membership for the next 100 years

Your previous experience of managing member journeys within a membership organisation will be well utilised in this busy and rewarding position. You will have strong communication skills and a good knowledge of digital customer platforms. Managing a small team, you will also be a confident people manager.

Here at RBL, we aim to support our people and their wellbeing, with a package including generous paid holiday allowance and pension scheme contributions, and a range of optional benefits and discounts.

You will be contracted to our London, Haig House, Hub. Under our Future Working framework, there will be some flexibility for working remotely/at home, using our collaboration tools to work with colleagues, but with a minimum expectation of two days/week connecting directly face-to-face with colleagues at the hub.

For more detailed information about the role, please see our Vacancy Information Pack attached to our direct advert.

RBL is committed to creating a diverse and inclusive organisation, reflecting the diversity of the armed forces community and of wider society. We welcome applications from people of all backgrounds and personal characteristics.

Interview Dates:        week commencing 30th September 2024

We may close this vacancy early if we believe we have enough strong applications to be able to successfully fill the role(s). Interested candidates are encouraged to apply as soon as possible.