A superb opportunity has arisen for a Member Experience Manager to join this extremely friendly charity based in Stratford upon Avon.

The charity are going through an exciting time, and due to a promotion, they are now looking to appoint a manager with first class customer service skills who is able to manage, coach and develop direct reports to ensure that department processes are followed correctly.

The successful Manager will be required to drive continuous improvement with the goal of improving the member experience and securing member retention.

In order to be successful in this role, you will need proven experience of managing a team with a strong customer service ethos. You will oversee the department’s human resource activity including the recruitment, training, management, and performance evaluation of team members.

Main responsibilities of the Member Experience Manager:-
• Develop and take overall responsibility for the member experience including carrying out research to establish key deliverables.
• Ensure that published guidance, instructions, literature and forms are accurate and kept up to date and accessible.
• Identify and develop strategies to reduce member attrition and increase member attraction.
• Build and maintain positive and effective working relationships with all stakeholders and volunteers.
• Produce timely, accurate and relevant reports, analysis and recommendations as requested.
• Assist in identifying and delivering department and organisational priorities and KPIs.
• Manage and monitor budgets and contribute to the development of annual budgets.
• Actively contribute to the development of team members, providing training for team members and identifying training options outside of the team as applicable.

To be a successful Member Experience Manager will have:-
• A HND/Degree level or equivalent.
• Proven experience of managing a team, with a strong emphasis on customer service.
• Excellent written and verbal communication skills and ability to produce complex documents for use by diverse target audiences.
• High standards of accuracy and attention to detail.
• Ability to analyse situations and identify opportunities for improvement.
• Ability to take the initiative in assessing situations and identifying options.
• Excellent IT skills. Competent in Microsoft Office with experience of using CRM systems.
• Strong organisational skills and interpersonal skills.
• Excellent time management skills with the ability to prioritise, plan and organise day to day activities ensuring that deadlines and objectives are achieved

To apply, please forward your CV to hello@ksm-rec.co.uk