Member Relations Coordinator

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Manchester

Full time

£34,577

Closing date: 22 May

We are delighted to share this new and exciting opportunity for a Member Relations Co‑ordinator to join our organisation.

As the voice of the UK’s co‑operative movement, we empower and support co‑operative enterprise with specialised knowledge and expertise, to grow the co‑operative economy and create a fairer society. From football clubs and farms to convenience stores and pubs, there are more than 7,000 co‑operatives in the UK, each owned and controlled by their members and based on a set of shared principles and values. By promoting shared wealth through member ownership, we are committed to enabling anyone in the UK to form or join thriving and sustainable co‑ops.

As Member Relations Co-ordinator you will contribute to the development and delivery of the Member Services Team strategies and activity, helping to grow and strengthen our diverse co‑operative network. In this role you will carry out member recruitment and retention activity, be a first point of contact for member enquiries, and ensure a high‑quality, responsive experience for both current and prospective members.

As an organisation, we are led by our unwavering values of solidarity, self‑responsibility, equity and honesty. So if you share these core values, we’d love to receive your application.

Core responsibilities

You can learn more about the role and our organisation in the recruitment pack, which you access via the download link in the How to apply section below.

Support the Membership Manager to implement the Co‑operatives UK membership and member engagement strategy.
As required by the Member Services Lead, input into elements of the membership strategy, key performance indicators and individual/team targets as set by the Board and Leadership Team.
Build and maintain an in‑depth understanding of our members, their needs and experience of Co‑operatives UK.
Recruit, retain and account manage own target members and member groups in order to develop a growing, mutually beneficial and financially sustainable relationship with them.
Develop and maintain an understanding of Co‑operatives UK’s subscription model, packages, products and income generating services; sharing awareness amongst the membership to ensure member needs are met and income targets are achieved.
Work collaboratively and flexibly with colleagues across Co‑operatives UK to contribute to the development of the organisation and to influence their activities to align with the membership strategy and member offer.
Scope and develop income generating products and services that meet member need, specifically in the field of membership management and engagement.
Keep up to date with industry news and developments related to membership and apex bodies and use this information to support the quality of our member offer, products and services and ways of working.
Develop and maintain expertise of co‑operative membership as a function. Play an enabling role in making Co‑operatives UK a beacon of high standards in membership engagement, participation and governance.
Maintain and utilise the data held on Salesforce and analyse it to assist in the demonstration of team performance and lead on the development of it to support team processes.
Act as a named point of contact across Co‑operatives UK for member insights, providing detailed member information in an agreed timeframe, to support ongoing bids and to support effective communication both internally and externally.
Maintain and update member records, undertaking membership analysis and reporting on the Co‑operatives UK customer relationship management system as and when required.
Manage member relationships and escalate more complex queries to the Membership Manager and/or Member Services Lead, or member of the Advice Team as appropriate.
Be responsible for the account management of our federal members and the development of dual membership and other associated offers.
Support the account management of selected non‑retail society Partner members and, alongside the Membership Manager and other colleagues, maintain a specialist knowledge and understanding of their needs, their commercial interests – and develop a mutually beneficial and financially sustainable relationship with them.
Collaborate with the Membership Manager to improve member engagement and spot new business opportunities, affinity deals and services.
In line with Co‑operatives UK’s strategic aims and objectives, work towards recruitment and retention targets to increase an active membership body.
Alongside the Membership Manager and the wider team, manage a successful renewal process, respond to enquiries and manage systems; analyse our existing and potential markets for membership and the upselling of packages, products and services to existing and potential members; develop and oversee member contact and communication plans.
Work with the Member Services Lead and Membership Manager to co-ordinate and support initiatives that improve members’ engagement and networking with Co‑operatives UK and each other.
Attend external events and conferences and facilitate discussion and knowledge sharing to grow the understanding of Co‑operatives UK and the wider movement.
Alongside the Membership Manager and Marketing and Communications Team, take an active role in the design and delivery of our membership awareness and recruitment campaigns, ensuring consistently high levels of quality and alignment with our brand and strategy.
Act as a first point of escalation for Member Relation Officers for member and potential member enquiries by phone, email, website or in writing and follow‑up within an agreed timeframe.
Contribute to the design and delivery of our membership processes ensuring a consistently high‑quality member experience.
Work with and support the Member Services Lead on matters relating to wider membership functions, ensuring our membership and governance structures, policies and procedures reflect our co‑operative identity and member needs.
Undertake any other areas of work that may be determined from time to time that are appropriate and fall reasonably within the level of responsibility of the post.

Essential skills:

Strong customer service and client management skills; able to adapt style to influence across a range of audiences and situations.
An understanding of and an interest in supporting values‑based organisations such as co‑operatives, community businesses or social enterprises.
Imaginative and enthusiastic, with a track record of being able to work independently and prioritise, plan and meet deadlines in a busy work environment.
Experience of successfully dealing with enquiries from the public or in a membership context.
Excellent team working and inter‑personal skills, with the capacity to build positive long-term relationships with members and colleagues.
Excellent written and verbal communication skills, including group delivery and presentation experience.
Diligent with an attention to detail, accuracy and quality when carrying out process driven tasks such as record keeping and database maintenance.
Excellent organisational and administrative skills, and the proven ability to manage multiple tasks, meet deadlines and achieve against agreed income and membership number performance targets.
Strong IT skills and the ability to use web or software tools.
Demonstrated ability to handle commercially sensitive and confidential information with discretion.

Benefits

At Co‑operatives UK we are a mindful, inclusive, and equal opportunities employer. As an organisation that is owned and controlled by its members, we put our people at the forefront of all that we do. We offer: