***To apply please download a copy of application form and complete and return this to the jobs at iHV email together with your CV*** (https://ihv.org.uk/about-us/opportunities-with-the-ihv/senior-membership-systems-officer/)
Exciting opportunity with the Institute of Health Visiting to help support our members: Membership Engagement Officer
Based: Fully-remote options available or partially remote and based in our Emsworth Office, Hampshire
Permanent
Part-time of Full-time options available
The Institute of Health Visiting (iHV) is seeking to appoint a full-time or part-time Membership Engagement Officer to deliver a high standard of service to our existing members and new members.
This key role will see you increase engagement with our members and support the delivery of key member products and services, developing engagement plans and monitoring trends to support growth in iHV membership. The ideal candidate will have experience of working in a membership orgsanisation, personalising the members journey’s to ensure bespoke customer service.
You will ensure members get access to all parts of the membership offer, maximising membership value. Using membership systems, you will ensure that the needs of our members are personalised and that their user journey is at the forefront of all that you do.
The iHV is a virtual organisation and the post-holder will work from home, with an option to work from the Emsworth office, with occasional travel for meetings and conferences required.
The right person will be comfortable with the technical requirements of hosting membership events on virtual platforms such as Zoom and MS Teams and have excellent interpersonal skills in order to communicate effectively to plan and organise these events.
The role entails using a wide range of systems, platforms and software to support with membership payment collection, compiling reports, keeping a membership database, communicating to our members and also a wide range of administrative duties. The post will require someone that has experience in using Customer Relationship Management (CRM) systems like Salesforce and other payment, membership and events systems (e.g. Eventbrite) or has used similar platforms and is eager to learn.
In return for joining us with this skill base, we offer you the opportunity to join a unique and vibrant National charity and professional body where two days are never the same.
You will work closely with our Head of Professional Services, Head of Operations, CEO and Corporate Team.
Membership Engagement Officer: Full time. Part-time. Permanent role.
Download the Job description and application form
To Apply: Please complete the application form and send this completed together with your current CV to jobs@ihv.org.uk
Salary: iHV Band 3b: £27,630-£31,562
Hours: Full-time, 37 hours per week or Part-time options available.
Terms of Employment: This is a permanent position. Job-sharing applications will be considered (please specify the number of hours per week desired in your application - minimum 18 hours per week required).
The iHV is a flexible working employer, there are core hours of work for this post but we can offer flexibility for employees on request.
Applications close: 12 noon, Friday 14th July 2023.
Interviews: via Zoom, Wednesday 26th July 2023.
Start date: August/September 2023.
For further information or an informal conversation about this post please contact Tim Fleming, tim.fleming@ihv.org.uk
The iHV is a flexible working employer, there are core hours of work for this post but we can offer flexibility for employees on request.
To Apply:
Please complete the application formand send this completed together with your current CV to jobs@ihv.org.uk.
The iHV is a flexible working employer, there are core hours of work for this post but we can offer flexibility for employees on request.
Key Areas of Responsibility
1. To lead on the administration of the Customer Relationship Management (CRM) membership database system, and other I.T. systems that support the membership process:
- To lead on maintaining the CRM membership database to ensure that records and information are kept current and comply with GDPR requirements.
- To ensure activation of new memberships and deal with cancellations in an efficient manner, carrying our exit analysis with cancelled members.
- To ensure that all membership administration and communication is effectively carried out in accordance with the membership database systems and membership enquiries processes; monitoring and updating email templates sent from Salesforce (SF) to ensure they are accurate, up to date, and meet the needs of the iHV and the members.
- To update member records, ensuring weekly database backups are downloaded and stored in case of system failures.
- Supporting and exploring the SF system to maximise its potential use for the iHV.
- To actively participate in data cleansing processes to ensure compliance with GDPR requirements.
- To lead on the synchronising of Salesforce with Campaign Monitor, EventBrite, Xero and any other purchased systems that improve the member experience.
- Lead on helping to troubleshoot any problems related to our digital membership payment, database and website software.
2. Map and review the member journey, ensuring that each member’s journey is personalised and they are able to maximise the value of their membership.
3. To deal with members politely and professionally, supporting them to rectify issues efficiently so they can maximise the value of their membership.
4. To attend regular membership meetings to support quality improvement, contribute to solutions to resolve any issues, and implement actions.
5. To lead on the management of corporate memberships, providing professional proposals and quotations for new enquiries and a point of contact for existing corporate organisations throughout their membership period. Ensure up to date and accurate organisation staff lists, negotiating renewals and carrying out associated tasks (updating staff on Salesforce and activations etc):
- To work closely with the iHV Head of Professional Services to build and maintain relationships with new and existing iHV Corporate members.
- Be the lead iHV contact for corporate members; offering exemplary customer service, testing membership system’s functionality, building email templates, and keeping lead contacts updated with their overall membership usage and validation figures.
- Creating and updating branded e-communications for our corporate members.
6. To lead on the management, coordination, delivery and evaluation of the iHV’s membership benefit events:
- Manage and coordinate iHV membership events e.g., Insights, Networking Events, etc. (supporting iHV training and project events where needed).
- Technical host of all virtual iHV membership events and keeping records of attendance. Occasional support for other iHV events and external conferences and events.
- Communicating effectively with participants, managing break-out rooms and problem solving any issues.
- Supporting the speakers and panel members during iHV member events, enabling presentations and problem-solving technical glitches that arise, calmly and efficiently.
- Lead and manage membership event speaker liaison, ensuring that relevant materials are received by event deadlines.
- Work closely with the Communications and Marketing Team to co-ordinate effective marketing of iHV membership events via email, website updates and the production of professional presentation loops for each event.
- Lead the evaluation of membership events by creating event polls and compiling evaluation, highlight and trend reports, including delegate feedback, staffing, finance, delivery, marketing, technical and any other areas, making recommendations to support a continuous cycle of quality improvement.
7. To support a coordinated, branded and personalised communications and marketing campaign for our members:
- Support the Communications and Marketing Manager to review and update all marketing to our membership, reviewing and updating mailing lists, building targeted campaigns and monitoring success.
- To review, update and maintain the membership sections of the website. Work closely with the wider team to inform the production and review of short member resources.
8. Lead on trend analysis and building informative reports to inform our membership strategy:
- Build a suite of reports on iHV’s membership to support quality improvement, governance, and updates to iHV Board.
- To monitor equality, diversity and inclusion data to support iHV’s inclusion strategy and ambitions.
9. To lead on the management of all membership finance and payment systems:
- To ensure appropriate records are kept regarding Gift Aid and provide accurate reports to accountants periodically to enable reclaim of monies to iHV.
- To invoice and chase payments for corporate membership, escalating concerns to the iHV Head of Professional services, where appropriate.
- To review membership payment systems to maximise efficiency to the iHV and our members.
- Ensure membership payments from the website using GoCardless/Asperato connect with the Salesforce system, so members/champions have access to resources.
10. Create and manage a continuous improvement plan for membership:
- Benchmark our membership offer.
- Quality assure and evaluate all membership products and services.
- Work with the Heads of Department to develop a membership engagement plan.
- To regularly review and improve membership processes and systems to improve the member journey.
11. Support and update membership events project management plans.
12. Wider responsibilities:
- To work within the expected iHV Values and Behaviours. Have an excellent professional working relationship with colleagues to deliver corporate goals and objectives.
- To participate in all mandatory training and team awaydays as required.
NB: The above is only an outline of the tasks and responsibilities required of the role. You will carry out any other duties as may reasonably be required by your line manager. The iHV is an expanding and evolving organisation, as such the job description and person specification will be reviewed on an ongoing basis in accordance with the evolving needs of the wider team.
Person Specification
Qualifications Essential:
- High level of numeracy and literacy, as evidenced by qualification.
Qualifications Desirable:
- Degree
- Understand ECDL or equivalent
- Project Management
Experience Essential:
- Experience and skills to deliver online virtual membership events on platforms such as Zoom and MS Teams.
- Experience of running databases and data management systems.
- Competent use of Microsoft Word and Excel.
- Experience of using Salesforce and various payment applications.
- Experience of using events and membership I.T. systems and applications.
- Experience of administration within a membership organisation.
- Experience of building a member journey process.
- Experience of compiling report and stats and building graphs and charts to display key trends to inform member strategy
Experience Desirable:
- Experience of working with healthcare professionals.
Skills, Ability and Knowledge Essential:
- Very well developed interpersonal and communication skills (written and verbal).
- Ability to work under pressure and prioritise own workload to tight deadlines.
- Ability to use own initiative and work with minimal supervision.
- Ability to work effectively as a team member.
- Ability to deal with several, simultaneous issues and tasks.
- Project management skills in order to plan each event and effectively communicate to speakers and key internal staff.
- Ability to maintain confidentiality. Excellent organisational and planning skills. Be proactive, creative and an imaginative problem solver.
- Ability to develop coordinated and personalised membership marketing and communication campaigns
Personal Attributes Essential:
- Commitment to team-working, and respect and consideration for the skills of others.
- Confident on-screen presence for virtual audiences and a polite and professional telephone manner.
- Member focused, proactively ensures member needs are satisfied and looks for opportunities to create positive member experience.
Behaviours and Values Essential:
- Commitment to and focused on quality, promoting high standards in all they do.
- Values diversity and difference, operates with integrity and openness.
- Actively develops themselves and supports others to do the same
Other:
- Ability to work flexibly to meet the needs of the role.
- Able to attend meetings, conferences and events around the UK as required.
- Flexibility in supporting other iHV administration requirements on occasions.
- Interest in working in the charitable sector to improve children’s lives
Job Types: Full-time, Part-time, Permanent
Part-time hours: 37 per week
Salary: £27,630.00-£31,562.00 per year
Benefits:
- Company pension
- On-site parking
- Sick pay
- Work from home
Schedule:
- Monday to Friday
Supplemental pay types:
- Bonus scheme
- Performance bonus
Work Location: Remote
Application deadline: 14/07/2023
Expected start date: 14/08/2023
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