This is an exciting opportunity to join an ambitious and talented team in maximising income from a committed membership base with lots of potential.

With a healthy existing membership base, this role will support the Head of Development in evaluating and enhancing our membership offer to secure sustainable income for Twins Trust. You will be supported by a Membership Officer.

Contract: Permanent
Hours: Four days per week (30 hours) (negotiable for the right candidate) 
Flexibility: We are a flexible employer and most of our staff are juggling things (including caring for multiples!). We are great at making jobs work around life.
Salary: £35-£37k pro rata
Reports to: Head of Development 
Work location: Hybrid/remote. Office space in London Bridge and Woking, although entirely remote option is fine.
Closing date: 28 July 2024 
How to apply: Please send a CV and covering letter (no more than two pages) to [email protected]. For an informal conversation about the role, please email [email protected].

Purpose of the role

• Accountable for Twins Trust’s annual membership income, delivering a high-quality membership journey through all phases of membership
• Advise on member-focused strategies, plans and measurement that improve member recruitment and retention
• Line manage one Membership Officer, guiding them to provide excellent customer service to Twins Trust's members, process all membership income and update membership information on the database, Microsoft Dynamics
• Support the Head of Development and team in ensuring that membership processes – including processing income - are efficient, effective and implemented consistently
• Draw intelligence from our membership database, analysing data and providing reports to inform decision-making about our membership offer
• Collaborate with fundraising colleagues to maximise fundraising opportunities reaching our membership pool 

Ideal candidate

The ideal candidate will have experience in delivering a membership programme as well as managing the operational aspects of membership processing (database, compliance with codes of practice, data protection and BACS regulations), have excellent attention to detail, the ability to think creatively and analytically, excellent digital skills and IT skills and a can-do attitude.

Person specification

Essential

• Experience of delivering and marketing membership schemes
• Experience working in a CRM and analysing data to inform decision-making, Microsoft Dynamics experience a plus.
• Excellent communications skills and attention to detail
• Knowledge of GDPR compliance and data protection
• A creative and analytical approach to problem solving
• Customer-focused in product development and promotional activities
• Able to collaborate with a team of various disciplines or work independently as required
• Strong IT skills, including SharePoint and advanced Excel.
• Enthusiasm for the issues we work on.

Desirable

• Working understanding of admin processes relating to membership
• Experience working with online payment/donation platforms, extracting and manipulating data.
• Experience of creating a strategy around membership schemes
• Line management experience

How to apply: Please send a CV and covering letter (no more than two pages) to [email protected]. For an informal conversation about the role, please email [email protected].

This is an exciting opportunity to join an ambitious and talented team in maximising income from a committed membership base.

With a healthy existing membership base, this role will support the Head of Development and Membership Manager in ensuring that membership administration runs smoothly from the perspective of both external and internal stakeholders. 

Contract: Permanent
Hours: Four days per week (30 hours) (negotiable for the right candidate) 
Flexibility: We are a flexible employer and most of our staff are juggling things (including caring for multiples!). We are great at making jobs work around life.
Salary: £24-£27k per annum (pro rata)  
Reports to: Membership Manager 
Work location: Hybrid/remote. Office space in Woking and London, although entirely remote option is fine. 
How to apply: Please send a CV and covering letter (no more than two pages) to [email protected]. For an informal conversation about the role, please email [email protected].
Closing date: 28 July 2024 
Interviews: First-round interviews will be virtual

Purpose of the role

• To provide excellent customer service as the main point of contact for Twins Trust's members, dealing with enquiries from new and existing members and updating membership records on the CRM database.
• Process direct debit payments (twice per month), generate and distribute relevant communication to members and maintain accurate records relating to income on the database, Microsoft Dynamics
• Work with the Finance team to reconcile income and process Gift Aid payments
• Support the Membership Manager in ensuring that membership processes – including processing income - are efficient, effective and implemented consistently
• Support the Membership Manager with the implementation of recruitment and retention campaigns
• Support the Membership Manager and Head of Development in providing reports and updates to help develop a compelling membership offer (including exclusive discounts) which delivers sustainable income
   

Ideal candidate

The ideal candidate will have experience in managing the operational aspects of membership processing (database, compliance with codes of practice, data protection and BACS regulations), have excellent attention to detail, the ability to think creatively and analytically, excellent digital skills and IT skills and a can-do attitude.

Person specification

Essential

Desirable

Twins Trust operates an equal opportunity policy and commits to treating all of our candidates and jobseekers fairly. We welcome and encourage applications from everyone regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

How to apply: Please send a CV and covering letter (no more than two pages) to [email protected]. For an informal conversation about the role, please email [email protected].

Contract: Permanent
Hours: Four days per week (30 hours)
Flexibility: We're a flexible employer and most of our staff are juggling things (including caring for multiples!). The charity supports staff to balance home-life with professional responsibilities.
Salary: £29k per annum (pro rata)  
Reports to: Digital Lead
Work location: Hybrid/remote. Office space in London Bridge and Woking, although entirely remote option is fine. Applicants must have the right to live and work in the UK.
How to apply: Please send a CV and covering letter (no more than two pages) to [email protected]. For an informal conversation about the role, please email [email protected].
Closing date: 30 August 2024

What we're looking for

We are seeking a proactive and enthusiastic Digital Product Officer to join our team in this new role within the Communications department. Reporting to the Digital Lead, you'll be working collaboratively across the organisation to support the development and maintenance of our digital products, ensuring they meet the needs of our beneficiaries and stakeholders.

We are currently embarking on an ambitious digital project which will see us overhaul our current website and bring online several new digital products to expand and enhance the way we support our families. Our overall digital platform is the key vehicle for us to connect with our beneficiaries and deliver our charitable objectives. In this role you'll be at the heart of enabling the work that we do.

We're looking for a digital native who can get up to speed quickly with our existing and new digital products and understand what they need to deliver in order to support our overall strategic objectives and deliver on our Digital-First Strategy.

Our website forms the core of our digital platform. You'll need to be comfortable working in a CMS, editing copy into a form that is both user and search engine friendly, using test-and-learn methodologies to improve user experience and paying attention to accessibility best practice, to ensure our site is both engaging and informative.

You'll also be working across our other digital products, including supporting delivery of our direct support through our customer service platform, delivery of our learning materials and of our membership product.

This is an exciting and varied role with the opportunity to gain wide experience in digital service delivery within a medium-sized charity. You'll have a problem-solving mindset and will be able to contribute your ideas and knowledge of the ever-evolving digital landscape to solving the challenges we face. Above all, you'll be dedicated to making things as easy as possible for those we serve to access the support they need. This role can play a huge part in helping us to create a world where families of twins, triplets and more are happy, healthy and supported.

Key responsibilities

• Product development: Contribute to the development and implementation of new digital products, ensuring they follow service design best practice. Oversee testing and identifying bugs then reviewing fixes.
• Website: Create, edit and publish content to our website, ensuring it is both user and search friendly, is presented in an engaging way and meets accessibility standards. Ensure effective management of content, update cycles and archiving of old content.
• Digital service delivery: Provide support to the internal team and to external beneficiaries in using our digital products to enable our direct service delivery to beneficiaries. In particular, support day-to-day running of our customer service platform, our digital learning offering and online delivery of our membership product, including identifying fixes and improvements, supporting teams across the organisation to ensure platforms are fit for purpose.
• Digital asset library: Oversee administration of our digital assets, ensuring that colleagues can access brand assets with ease and our photo and video library is up to date.
• Digital outreach: Oversee day-to-day running of our Google Ads Grant to ensure we are using it effectively to promote the charity and reach new audiences.
• User experience: Contribute to ensuring that our digital products offer an excellent user experience by assisting in user research, usability testing and incorporating feedback into product design.
• Data analysis: Monitor and report on performance of our digital products using analytics tools. Assist in generating insights to inform product improvements and measure the impact of digital initiatives.
• Process oversight: Ensure that key processes and standards in using our digital products are documented and up to date.
• CRM and technology: Provide support as required to other members of digital staff within the organisation on managing our Microsoft Dynamics CRM and our technology provision.
• Compliance: Support on ensuring all digital products comply with relevant regulations, accessibility standards and best practices in information security.

Person specification

Essential

• Higher level qualification or degree in a relevant subject, or equivalent work experience and evidence of relevant work-based training.
• 1-2 years' experience in related field.
• Some experience or a strong interest in digital product management, preferably within the charity sector.
• Basic understanding of UX principles and willingness to learn how to conduct user research.
• Familiarity with web development technologies, content management systems and mobile app development.
• Basic analytical skills with the ability to use platforms such as GA4, interpret data and generate insights.
• Good communication, copy-writing, editing and proofing skills.
• Awareness of accessibility standards and data protection requirements.
• Ability to work in a team and independently.
• Ability to pick up new skills quickly.
• An interest in the latest technologies and trends.
• Good verbal and written communication skills.
• Confident and enthusiastic. Team player. 
• Strong attention to detail.
• A commitment to diversity and equality.
• Well organised.
• Able to use initiative and solve problems independently.
• Strong IT skills including using Microsoft Office.

Desirable

• Experience of usability testing.
• Knowledge of project management methodologies and tools.
• Experience of using SEO and Google Adwords to grow audiences.
• Training and understanding of compliance requirements for web accessibility and privacy.
• HTML skills.
• A passion for the charity sector and a clear commitment to our mission.

Twins Trust operates an equal opportunity policy and commits to treating all of our candidates and jobseekers fairly. We welcome and encourage applications from everyone regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

How to apply: Please send a CV and covering letter (no more than two pages) to [email protected]. For an informal conversation about the role, please email [email protected].