This is an exciting opportunity to join an ambitious and talented Development team.

We are looking for an experienced Membership Manager to join our small and friendly Development team (Fundraising and Membership) and drive our strategy for Membership. With a healthy existing membership base of nearly 15,000, and a database of 100,000 registrants, this role will support the Head of Development in delivering the best possible membership offer for families in the Twins Trust community. You will be supported by a Membership Officer to continually evaluate and improve our membership proposition, giving members a brilliant experience and ensuring we can secure sustainable income for the charity.

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: £35k - £37k pro rata
Reports to: Head of Development 
Work location: Hybrid/remote. Office space in London Bridge, although entirely remote option is fine.
How to apply: Please send a CV and covering letter (no more than two pages) to [email protected]
Interview dates: First-round interviews will be virtual and take place in September/ October on a rolling basis

Purpose of the role

• Accountable for Twins Trust’s annual membership income, delivering a high-quality membership journey through all phases of membership
• Work closely with our Communications Team to develop and implement strategies to attract new members, and lead on retention plans to maximise member satisfaction and loyalty
• Line manage a Membership Officer, guiding them to provide excellent customer service to Twins Trust's members, process all membership income and maintain membership information on the database, Microsoft Dynamics
• Ensure membership processes – including processing income - are efficient, effective and implemented consistently
• Draw intelligence from our membership database, using surveys and analysing data to inform decisions that keep our membership offer fresh and relevant
• Champion the member voice internally, bringing together working groups to continuously improve our offer and ensure members’ needs are reflected in service delivery
• Collaborate with the Comms team to deliver our membership offer on our digital platforms  and explore ways to harness technology to deliver what our members want and need in the long term

Ideal candidate

The ideal candidate will have experience in creating and delivering a membership strategy as well as managing the operational aspects of membership processing (database, compliance with codes of practice, data protection and BACS regulations). They should 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
• Working understanding of admin processes relating to membership
• Ability to influence senior stakeholders and internal colleagues
• Experience working in a CRM and analysing data to inform decision-making, Microsoft Dynamics experience a plus
• Excellent communications skills and attention to detail
• A creative and analytical approach to problem solving
• Strong IT skills, including advanced Excel
• Enthusiasm for the issues we work on

Desirable

• Experience working with online payment/donation platforms, extracting and manipulating data
• Knowledge of GDPR compliance and data protection
• Experience of creating a strategy around membership schemes
• Line management experience

Employee Benefits

• 36 days paid annual leave (including bank holidays), pro-rata for part-time . Plus an extra day of leave on your birthday
• Flexible working options (with the opportunity to work exclusively remotely and find a smart working pattern that suits both you and us) 
• Bespoke personal development plans with access to training courses
• Complimentary Twins Trust membership including access to a wide range of discounts

Caring for you

• Free access to a confidential 24/7 Employee Advice Service with a specialist range of support and information 
• Family friendly benefits including paid leave: in the event of miscarriage/still birth; to support IVF/fertility treatments; and antenatal appointments for both expecting mother and other parent
• 3% employers’ pension contribution

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.