Recruiting immediately. If you are interested in this role please submit your application asap. Suitable candidates will be shortlisted for 1st interview on an ad hoc, rolling basis.

Background

Founded 90 years ago and with over 5700 members and with over £2.4m annual turnover, the Landscape Institute (LI) is an educational charity and the chartered body for the landscape profession. It provides a professional home for all landscape practitioners including landscape architects, landscape scientists, landscape planners, landscape managers and urban designers.  The LI’s aim, through the work of its members, is to protect, conserve and enhance the natural and built environment for the public benefit.

Job Purpose, Role and Responsibilities

The Membership Engagement Manager will promote overall engagement with our members through a variety of means.  The role’s main objective is to maintain our members’ positive experience they get from the LI and make sure they are getting all that they can out of the LI’s products and services, whichever their grade of membership. They will support our regional Branches and help maintain mutually supportive links between their engagement activities and the Institute. The person will be the key point of contact for many of our volunteers and will oversee our volunteer engagement policy, as well as help with the membership operations delivery.

Responsible to:               Head of Membership Services

Key responsibilities  – Branches

• Advising our Branches Committees on all processes contained in the Branches Handbook and keeping this live resource up to date by scheduling yearly reviews of content in consultation with colleagues and Branches.
• Fielding queries from Branch members, both directly and via our dedicated Branches inbox.
• Project-managing the organisation, and smooth and timely delivery of the Branches AGMs.
• Coordinating Branches funding requests and processing them according to the agreed internal systems.
• Liaising with Branch Treasurers and LI Finance Team in order to always be informed and up to date about Branches finances.
• Maintaining and updating the register of Branch committees on our CRM system.
• Managing the digital community sites for our Branches and fielding queries as needed.
• Perform a biennial health check of the branches to make recommendations for improvements
• Perform related duties as assigned, within the job purpose.

Key Responsibilities – Volunteer Engagement

• Work with the Head of Membership Services to create and then continually review a volunteer policy/handbook and strategy in line with the recommendations of the LI’s Independent Review
• Support the Head of Education with the roll out of the LI’s Ambassador programme, making recommendations for volunteering improvements along the way
• Support the Head of Policy on the use of members who represent the LI externally, such as our policy and technical working groups, to make sure the volunteers are supported, on message, and representing the LI’s aims and objectives externally
• Consider the development of further volunteer opportunities for our members with other departments in the LI, such as Open City and potential mentoring schemes

 Key Responsibilities – Membership Engagement

• To ensure our membership engagement is healthy through the use of regular engagement scoring, including member breakdowns, demographics and heat maps, CPD and events, use of website, use/viewing of standards, etc
• Liaison with other teams and report findings to the commercial team, policy team and the overall membership services team to identify improvements
• Responsible for the biennial member satisfaction survey, as well as other surveys such as exit surveys and a regular fellowship survey
• Working with the Membership Services Manager and Head of MarComs and Events, reviewing our welcome to the Profession packs (Presidential, LI and Branches)
• Support the Membership Development Manager to develop the engagement offer for our Registered Practices, such as round tables
• Support the College of Fellows with their events and meetings
• Implement member engagement strategy, plan and measurement in relation to retention and recruitment KPIs.

Key Responsibilities – Membership Operations Delivery

• Supporting the Membership Services team with their service delivery of the membership operations functions
• Provide administrative assistance and support to our current and prospective members
• Understanding of membership processes, procedures and policies to oversee the day-to-day running of membership tasks
• Maintaining our membership inbox traffic and assigning tasks to other staff in the organisation where relevant
• Assisting with member and customer queries by phone into the LI
• Ensure the membership recruitment processes are slick and customer friendly, as well as the onboarding process for members
• Be the gold standard of customer service for the organisation
• Ensure our processes are GDPR compliant and rigorous

Personal Specification

Essential skills

• 3 years’ experience of working in a membership organisation
• Very strong organisation skills with a business-like approach to tasks
• Excellent interpersonal and customer service skills
• Ability to collaborate with other staff and members to help the LI achieve its goals
• Ability to develop good stakeholder/customer relationships
• A self-starter with experience of juggling a complex workload
• Experience of working-group facilitation and administration – preparation of documents, action/note taking and being proactive to ensure project delivery
• Basic financial management skills

Knowledge (Education)

• Educated to degree level (preferable)
• MS Offices Systems (word, Excel, Powerpoint)

Desirable

• Experience of working with a branch network
• Experience working for a professional body with professional registration grades
• Understanding of the landscape or architecture professions
• Experience of leading the development of a CRM system
• Experience of working in a commercial environment

 Some occasional travel and out-of-hours working may be required for which you will receive time off in lieu