Job Title: Membership Communications Coordinator
Reports to: Membership manager
Date: November 2023
Job Purpose
The purpose of this role is to support the membership manager in the membership activity of the Institute by increasing membership growth and revenues, providing quality communication to internal and external customers and stakeholders.
Dimensions:
- Promote sales across all Institute services through effective communication and customer service and is responsible for developing and maintaining new business opportunities
- The job holder is responsible for all administration of member services including maintaining and updating member records and providing a high quality customer service to members
- The job holder plays a pivotal role in membership recruitment, engagement and retention through delivery of effective and efficient communications
- Provide support to the membership manager to support the Institute’s growth objectives for membership
Principal accountabilities:
- The execution all communications for membership
- Distribution of email, telephone, text and direct mail communications (working closely with the marketing and sales team) for membership
- Including but not limited to: renewals, subscriptions, receipts, certificates, Payroll Reference Manual, CPD, newsletters, invoices, membership touch points, upgrades, payroll factcards, text reminders,
- Proof reading of communications ensuring branding guidelines are followed
- Review membership webpages, notifying marketing of any changes
- Work closely with the IT team to ensure all communications are targeted at the appropriate audience
- To handle email enquiries received through the website, email and inbound phone calls, and respond accordingly in a timely manner; ensuring that they are logged correctly in the database
- Maintain accurate membership records, updating when necessary membership changes and using notes to ensure business continuity, including mail and email returns and online address updates
- Ensuring members maintain their CPD
- Coordination of membership applications and upgrades, including Chartered membership
- All membership administration from registration, through renewals, invoices, payment collection (by online, cheque, credit card) and reconciliation (working with finance)
- Raising and issue of purchase orders for suppliers for membership from members, students and customers into the CIPP’s CRM database to ensure that the CIPP has relevant information on its members and customers to develop its product and service offerings through
- To train and support other members of the membership team
- To attend CIPP member and external events including acquisition and conversion of new members and key accounts
- Represent the membership department in the manager’s absence
- To participate as necessary in other tasks as required to assist the CIPP in its strategic objectives
- Distribution of email, telephone, text and direct mail communications (working closely with the marketing and sales team) for membership
This post holder may be required to travel and spend nights away from home to support events.
The above principal accountabilities are to be carried out within pre-determined budget constraint, timescales and quality standards.
Job context:
- The role is integral to the membership function within CIPP and future growth of the Institute and providing an excellent customer service to all customers
- The role is integral to effective membership communications to assist in business development and sales
What drives the role?
- The role is not stand alone, but is part of a ‘one team’ culture but the post holder must be able to organise their own workload to meet requirements of the business, especially in membership communications
- Accuracy and attention to detail is essential to maintain the image of the Institute
- As the role encompasses differing responsibilities, the post holder must organise their workload to meet the pace of requirements often working and delivering to concurrent and conflicting deadlines
Nature and Scope of Working Relationships
- Integration with other business areas is key to successful working at the Institute – which requires a high degree of communication skills with peers and managers to be exhibited by the job holder
- The job holder will work closely with and communicate with colleagues, managers, directors, members and all stakeholders
- Key internal stakeholders:
- Directors
- Marketing team
- IT department
- Finance team
Particular challenge
The main challenge is to provide a constant professional image for the organisation and to meet all deadlines to time and quality.
Key skills, knowledge and attributes
- Attention to detail
- Excellent written and verbal communication skills
- Excellent communication skills and confident telephone manner
- Excellent organisational skills
- IT literate to a high standard
- Committed to delivering excellent customer service
- Ability to work under pressure and achieve deadlines is essential
- Understanding the key membership principles and processes is useful but not essential
- User familiarity with membership-based CRM systems is essential
- Experience with email distribution software is useful but not essential
Our Values and Mission Statement
Our values of:
- Teamwork
We work together to achieve our goals and objectives to the benefit of the payroll and pensions communities
- Communication
Clear, open and transparent communication with all. To communicate payroll and pensions knowledge with authority
- Trust and honesty
We trust our colleagues and provide a safe environment for honesty within the working environment
- The continuous pursuit of excellence
We actively seek feedback and, on a continuous basis review our ways of working to ensure that we deliver an excellent service to the payroll and pension communities, and to our colleagues
- Professionalism
We will always act ethically, with courtesy and respect, listen to views other than our own and put forward ideas in a positive and constructive manner
and our Mission Statement:
“Supporting and developing payroll and pension professionals through education, membership and recognition”
form part of the fabric of our organisation. The job-holder will ensure they are understood and used in their day-to-day business.
Terms and Conditions:
Salary: £23,000 – £24,000 per annum gross (dependent on experience)
Working week: 37 hour working week (full-time)
Annual leave: 26 days annual leave per annum (plus bank holidays)
Location: Office-based, in Solihull.
Our People Perks
- Hybrid working
- Pension enrolment from first day of service
- Private Medical Insurance and Cash Plan Schemes provided
- Option to buy or sell annual leave days
- Employee Assistance Programme
- Mental Health Hub
- Benefits hub, discounts across a broad range of partners
- Early Fridays, finish half an hour early every Friday
- Close-down over the annual festive period
- 1 paid volunteer day per year to give something back to the community
- Plus many more
Recruitment process
Those who wish to be considered should submit a CV and a cover letter explaining why they are interested in the role and what they will bring to it, by email to [email protected] no later than 24 November 2023.
The CIPP is an equal opportunity employer who seeks to recruit and appoint the best available person for a job regardless of marital/civil partnership status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability.