Membership Manager

Date Posted:
05 October 2022
Closing date for applications:
30 November 2022
Royal Society of Tropical Medicine and Hygiene (RSTMH)
Northumberland House, 303-306 High Holborn, London, WC1V 7JZ
Job type:
Full time (office-based). Permanent contract.
£38,000 to £40,000 depending on experience

Job title: Membership Manager

Reports to: CEO

Salary: £38,000 to £40,000 depending on experience                        
Location: Chancery Lane, London

Term: Permanent                         

Hours: Full time, office based (RSTMH is looking to trial home working for 1 day a week)

RSTMH is a charity and membership society for those working or interested in tropical medicine and global health, and currently have almost 1,800 members from more than 90 countries. We are looking for an experienced Membership Manager who will help us manage all aspects of our membership programme. This involves maintaining high levels of retention and developing and delivering new recruitment strategies for members across the world. 

The role will also focus on developing membership journey programmes to ensure our members receive top quality service from the Society and that all membership processes are undertaken with efficiency, energy and effectiveness.

The Membership Manager will also play a crucial role in ensuring that we are promoting RSTMH, and its membership offer, to our members and supporters. This person would be the first point of contact for our members and so must be professional, a sound communicator and efficient. 

Part of this role involves creating policies and processes to ensure members feel valued at each stage of their journey with RSTMH, developing new marketing products and materials for recruiting and retaining members where necessary. 

The successful applicant will have significant Membership management experience within a relevant charity or learned society setting and will relish the opportunity to take on a new challenge, working on their own initiative for much of the time. 

The role

  • To lead on developing and implementing retention and recruitment strategies for members at RSTMH, including establishing plans and targets
  • To analyse, identify and develop plans to optimize member journeys
  • Deal with enquiries from current/prospective members in a professional, timely manner, with clear service targets that have been agreed with CEO 
  • To cultivate strong relationships with members and understand their specific needs so that RSTMH can support them most effectively via targeted communications, 
  • Establish and maintain systems to report and evaluate RSTMH’s membership retention and recruitment, with key drivers for the team, CEO and the Board of Trustees
  • Be the lead contact with the agency that helps maintain our CRM and oversee the teams effective use of the system
  • Work with the team to develop activities and marketing campaigns to improve membership value and take-up
  • Develop and oversee communication templates for members, and ensure these are kept up to date 
  • Keep up to date with best practice in membership management
  • Ensure RSTMH website, journals, meetings and other activities are up to date with membership information
  • Work with a third part finance company to ensure membership subscription payments and renewals are processed efficiently and effectively, and ensure payment processes are fit for purpose 
  • To be a member of the International Members Committee and help utilize the group to support membership goals  
  • Maintaining and improve processes for members
  • Establish systems that monitor updates within the membership effectively and ensure that they are communicated to the CEO and Board of Trustees regularly 
  • Work closely with the Digital Communications manager on the bi-weekly Members newsletter and membership recruitment campaigns

Person specification

  • At least 5 years experience of working in a membership role, with 2 years in a management role 
  • To have experience of working in a learned society or membership organization
  • Working in international development or global health is desirable
  • Passion and commitment to the work of the Society
  • Proven experience of developing and delivering successful membership programmes, that have increased recruitment and demonstrably reduced attrition
  • Experience of account management of suppliers
  • Experience of creating compelling messages to different audiences 
  • Highly organised, with ability to self-plan and prioritise workloads
  • Ability to communicate technical details to non-technical people
  • Experience of using social media in a professional capacity
  • Knowledge of how to use and optimize a CRM system for membership retention and recruitment
  • An understanding of current and emerging membership and marketing trends
  • A solid understanding of relationship building and how to create a compelling membership journey
  • Excellent oral, copywriting and communication skills
  • Highly developed interpersonal skills including, communication, influencing and collaboration
  • Ability to understand how membership programmes works alongside digital and marketing campaigns 
  • Effective decision-making skills
  • Self-starter, able to work proactively
  • A strong relationship builder 
  • A good understanding of the analytical methods used to increase engagement from members 
  • Ability to think ahead - anticipate and solve problems before they arise
  • High degree of integrity and professional credibility
  • Good team player, with an understanding of the challenges of working in a small team
  • Resilience under pressure
  • Flexibility to work outside of office hours, and to travel within the UK and beyond, as required

Please go to this link to complete the application form and upload your CV before 9AM 30th November 2022. We will be reviewing applications as they come in due to the urgency of this appointment, so would encourage you to apply as soon as possible.