Job Seniority: Co-ordinator
Job Function: Administration
The main aim of this role is to ensure SLA members have a flawless service, and to support income generation through recruitment, retention and meeting the training needs of our members and non-members. This role-holder will (with the CEO) create and oversee the delivery of member-focused strategies, plans and measurement. Building relationships is central to this role. A strong understanding of business vision and mission including short-term business plans, objectives and Key Performance Indicators (KPIs) would be useful. The role-holder will need to be proactive and willing to be hands-on in a small team, taking ownership and resolving issues through to successful conclusion.
· To keep records and produce reports showing the results of recruitment and retention activity, member involvement, non-renewals and make recommendations based on this information
· To respond promptly to inquiries from prospective members, members, executive officers, the general public and other industry bodies by phone, email or in writing and respond within an agreed timeframe
· To promote and sell the Associations’ memberships and services and suggest or invite members to consider using (or upgrading to) other Association products and services
· To manage events e.g. book venues, track and confirm registrations, send out reminders, host when required and maintain attendance records for exhibitions, road shows and training
· To undertake member market research in areas such as member benefit analysis, member satisfaction surveys, member needs assessment and competition analysis
· To assist in the member renewals process, follow-up member resignations and produce reports on why members lapse
· To participate in membership meetings
· To contribute to, co-ordinate, prioritise and action tasks in the membership plans
· To assist in the creation and update of membership and marketing materials e.g. letters, new member welcome packs, newsletters, e-bulletins, press releases, fact sheets, membership directories, member listings, member questionnaires and brochures
· To assist in the production of mailings (merging, printing and fulfilment) and to ensure they are sent out in a timely manner
· To participate in telemarketing surveys of pre-selected members using script, record responses and produce a summary of the results
· To maintain and update membership records and marketing databases
· To co-ordinate member recognition programmes
· To provide administrative support for various groups including regional committees, special interest groups, work groups and task forces and other committees (including supporting the CEO with Board administration)
· To maintain a calendar of recruitment and retention activities, key events and meetings
· To perform routine quality checks on the membership database
· To co-ordinate affiliate and sponsor activity and recognition programmes
· To plan work efficiently to meet the membership and training goals and objectives
· To recommend ideas for improvement and highlight any problems
· To remain current with Association policies and procedures
· To perform other related duties as required
SLA Office Duties
· Deal with necessary correspondence
· Meeting attendance and minute taking as required
· Assisting with the Weekend Course and ensuring the office is manned as required
· Provide support to the office team, in order to maintain services to members
· To promote the vision and mission of the SLA and its activities
· Take opportunities to get feedback from members by asking questions such as: “How are we doing?” or “Are you getting everything you need from membership right now?”
· Undertake such training and courses as are appropriate to achieve the role and continue to improve systems, processes and other aspects; and to feedback such information to the rest of the team
· Use journals, books, websites and other forms of information to maintain current awareness
· To take part in ongoing performance management process in-house.
· To spend one day a year in a member’s library in order to build knowledge and empathy with and about members
WORKING AT THE SLA
This role will enjoy a degree of autonomy and the successful candidate will take responsibility for managing their day-to-day workload. Project management may be required for short periods. This role fits within a busy team, and effective communication, information sharing and supporting team members will be necessary.
This candidate has to have a flexible approach in assisting with urgent demands and new projects. The role is required, at times, to work alone in the office during office hours. It is therefore necessary to be prepared to deal with unexpected situations as and when they arise and without supervision. A flexible approach to hours worked will be required.
There is a responsibility for all staff to be aware of safe working practices, to apply them at all times and to report any problems they encounter.
Partake in any other reasonable duties as may be required by the Association’s Chief Executive and Management Team.
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