Job Opportunity: Membership and Systems Officer at British Academy of Management
Location: Five Kings House, Queen Street Place, London EC4R 1QS
Salary: Up to £29,033 pa depending on experience
Closing date: ongoing review of applications
General Scope and Purpose of Role
This role would suit a graduate of any discipline who enjoys the challenge of following processes and maintaining order and who enjoys working with the academic community. The role will provide a range of opportunities for skills development. However, we also welcome applications from experienced administrators.
The British Academy of Management is the leading learned society for business and management scholars, with more than 2000 members worldwide, 24 Special Interest Groups and other networks. We publish two leading academic journals, award research grants, and run a major international academic conference each year, as well as many other interest and capacity building events for our community. We are a small and friendly team of nine working closely with our trustees and other volunteers. BAM offers a generous pension and 26 days annual leave in addition to public holidays and the Christmas office closure, plus a really interesting working environment. We currently operate hybrid working. Each Wednesday and Thursday are office-based days with the option to work from home on other days of the week, unless otherwise required. In addition, the whole BAM team is required to assist at the annual conference in early September each year, which entails staying away from home and travel within the UK.
Job Context:
The primary role of the Membership and Systems Officer is to facilitate a strong and engaged membership. The Membership and Systems Officer is the main contact for all BAM members and prospective members regarding their membership enquiries, applications and renewals. They are responsible for efficiently providing membership administration and support services to our growing number of members.
Purpose and Scope:
The Membership and Systems Officer will be expected to propose and implement membership recruitment strategies (in collaboration with the Chief Executive Officer). They will act as the primary point of contact for all enquiries about individual membership, providing an excellent level of service, converting prospects to members and ensuring current members renew.
The Membership and Systems Officer will be a CRM super user and maintain an efficient membership administration, updating the database, analysing and reporting on the membership evolution and the state of the membership. They will work with the Head of Programmes & Events and the Events & Communications Coordinator to develop and deliver processes and activities to achieve an effective membership renewal process, meeting retention and recruitment targets. Full training on the ReadyMembership CRM will be given to the successful candidate.
Major Duties & Responsibilities:
The Membership and Systems Officer carries out tasks including:
- Work with the CEO to develop and implement membership recruitment strategies.
- Deliver an excellent level of service to members, ensuring well-informed and prompt responses to membership enquiries, cost efficiency and system development.
- Develop a thorough knowledge of BAM members ensuring we identify any emerging trends, aspirations, behaviours and needs.
- Develop and implement tools, channels and activities to ensure a smooth membership sign up and payment process, as well as strong membership engagement, whilst accurately maintaining, recording and updating the CRM database.
- Work with the Finance Manager to ensure correct processes are in place to maximise the efficiency of the CRM in terms of membership subscription payments including Direct Debits. Send out invoices, reminders, and follow up on payments.
- Ensure the CRM database and individual membership records are maintained in line with GDPR.
- Provide regular data and statistical analysis to the CEO regarding recruitment and retention activity such as: new member routes, recruitment & retention results against target, potential and actual lapses.
- Provide consistently high-quality customer service to members and prospective members through all forms of communication including: phone, email, letter and face-to-face.
- Develop a thorough knowledge of the CRM database system. Train other staff on database inputting and data extraction where necessary.
- Responding to all tasks set by the BAM CEO in a timely and effective manner; to assist/cover other staff members when required.
- Be first point of contact for all telephone calls. Manage the Academy inbox, ensuring that email traffic is monitored and dealt with appropriately. Support the smooth running of the office.
Attributes
- Graduate of any discipline
- Experience of working within the membership function of a professional organisation
- Strong skills and experience in using a membership CRM database
- Sound knowledge and experience of using key applications (e.g. Excel, Word)
- Excellent communication and interpersonal skills
- Keen attention to detail and accuracy in recording statistical data and providing reports
- Excellent organisational, administrative and time management skills
- Knowledge of principles of GDPR
- Ability to travel and stay away from home during the week of the annual conference
- Experience of working in a multi-tasking small team
- Empathy with the not-for-profit sector
- Self-motivated, able to prioritise work to meet tight deadlines
- Methodical and thorough
- Confident and able to communicate with people at all levels
- Customer-focused
- Friendly and approachable manner
- Good team player
Requirements
Essential
- Graduate of any discipline
- Experience of working within the membership function of a professional organisation
- Strong skills and experience in using a membership CRM database
- Sound knowledge and experience of using key applications (e.g. Excel, Word)
- Excellent communication and interpersonal skills
- Keen attention to detail and accuracy in recording statistical data and providing reports
- Excellent organisational, administrative and time management skills
- Knowledge of principles of GDPR
- Ability to travel and stay away from home during the week of the annual conference
Desirable
- Experience of working in a multi-tasking small team
- Empathy with the not-for-profit sector
To apply, please submit your CV with a covering letter outlining your suitability for the role to Justina Senkus, Head of Programmes and Events at [email protected]. We will invite suitable candidates to interview on an ongoing basis.