Purpose of Job
This role is responsible for delivering a consistently high standard of customer service to members, prospective members, and event attendees, ensuring a positive and seamless experience at every interaction. It supports membership acquisition, engagement and retention initiatives, contributing to the growth of our membership through proactive outreach and exceptional service delivery. The role also champions community-building across both digital and in-person channels, fostering meaningful connections between members and with the organisation.
Hybrid working with approx. 2-3 days in the office
Principal Accountabilities
Membership Acquisition and Retention
• Act as a first point of contact for all membership enquiries from members and non-members
• Contribute to campaigns to enhance member engagement, retention, and insight gathering, and support acquisition marketing initiatives
• Maintain accurate member records, ensuring compliance with data protection legislation and best practice.
• Process payments across multiple channels in compliance with legal and organisational standards
Events
• Serve as a key liaison for membership-related queries at events, providing on-site support and promoting benefits of membership to attendees.
• Work closely with the Education and Commercial Services teams to maximise member value from events and to promote community participation.
• Help gather and analyse event feedback to support improvements in future engagement efforts
Digital platforms
• Assist members with profile set up, login, access and navigation queries
• Carry out routine data cleansing and validation tasks as set by the Membership Experience Lead
• Maintain documentation of standard operating procedures
• Flag recurring technical issues or member feedback trends
Main Contacts
Internal
• Line manager
• Colleagues in the team and within Directorate
• Colleagues in other teams, in particular Educations, Commercial Services and Library
External
• Members and prospective members
• External suppliers
Knowledge and Experience
Experience:
• Experience in a high-volume customer service environment
• Working in a membership organisation
• Managing payments and related records, including finance reconciliation
• Confident in dealing with a variety of stakeholders and providing professional, timely feedback
Essential Skills:
• Knowledge of CRM systems and data management best practices
• Excellent written and verbal communication skills
• Confident use of Microsoft Office, especially Word, Excel, and PowerPoint
• Strong interpersonal and organisational skills
• Proactive and solution-oriented, with the ability to manage priorities and deadlines
• Flexible and reliable, with willingness to work occasional evenings/weekends for events
Desirable Skills:
• Experience working in an environment with volunteer engagement
• Experience managing or supporting online communities or networks
• Familiarity with content creation and community moderation best practices
The above list is not exhaustive and the post-holder will be expected to undertake any other duties as reasonably required to support our operational needs.
To apply please send your CV and covering letter outlining your relevant experience and motivations, quoting reference RSM152 to recruitment@rsm.ac.uk
The RSM is committed to equal opportunities. Equal opportunities are provided to all applicants for roles without regard to race, religion, colour, age, sex, national origin, sexual orientation, gender identity, genetic disposition, neurodiversity, disability or any other protected category.
The Society is committed to the safeguarding and fair processing of information received from candidates applying for opportunities within it and fully complies with the spirit and regulations of the GDPR. For a full statement about the type of data that the Society keeps about job applicants and the purposes for which it is kept, please visit our website by clicking on the following link:
https://www.rsm.ac.uk/fair-processing-notice-for-job-applicants/
