Job Description
The Membership development and support department sits centrally within the NHS Alliance delivering key aspects of the member offer directly as well as supporting the broader organisation. The team delivers both member-facing forums including virtual meetings and member events, as well delivering broader membership functions including member renewal, insight, operations and CRM system support.
About the role
This is an exciting opportunity to join a high performing and collaborative team at the heart of our membership function. You'll play an important role in ensuring our membership operations run smoothly, our data remains accurate and colleagues across the organisation have the information they need to make informed decisions. Working across a variety of activities and projects, you’ll support membership growth and retention and help generate insights that shape our priorities.
As the Member Insights and Operations Officer, you will:
- Produce reports and insights using data from a range of sources including CRM and Excel.
- Manage shared mailboxes, ensuring a high-quality and responsive service
- Support the delivery of meetings and events, taking notes, sharing intelligence across the organisation and providing general administrative support to the team
- Keep CRM contact details and membership records accurate and up to date.
You’ll be joining a team that cares deeply about the work we do and the people we work with. We value curiosity, continuous learning and creating an environment where everyone feels included and able to contribute.
Responsibilities
- Contribute to the delivery of key projects, related to member engagement, recruitment and retention, including member visits, insight calls and membership renewals process, building excellent relationships with colleagues across multiple teams.
- Drafting reports and briefings on member insights, engagement, visits and membership renewals using excel, CRM, PowerPoint and other systems to highlight trends and issues, including creating graphs and tables to share data and support decision making.
- Manage shared mailboxes with a customer-focused approach ensuring timely and accurate responses and a positive experience for members and prospective members, and maintaining relevant membership records.
- Take notes of meetings and events, sharing intelligence across the organisation where appropriate, and providing general administrative support across the department for example managing subscriptions, raising purchase orders, setting up new suppliers and organising team meetings.
- Carry out routine CRM updates including monitoring email bounce-backs, responding to alerts about contact changes and liaising with members and colleagues across Networks and comms to ensure details are accurate.
- Support when required any logistics for forums and events as part of the wider team, including drafting communications and on-the-day support for online or face-to-face sessions (typically in London).
