Job Description

Membership Manager

Reports to:

CEO

Location:

Hybrid, with travel across Hampshire, Southampton and Portsmouth.

Contract type:

Employee

Pay Rate

: 37,000-39,500

Working pattern:

Full time, part time/flexible working considered.

Contract Length:

18 months, fixed-term contract

Holiday (if applicable)

: 22 days, plus bank holidays.

Please note, HCA usually closes for three days over the Christmas period, during which discretionary additional leave may be granted. This is not guaranteed and is subject to annual review.

Role Purpose

Reporting directly to the Chief Executive Officer, the Membership Manager will play a critical role in supporting HCA's core operations and strategic goals. This outward-facing role is central to deepening engagement with existing members, driving membership growth, and ensuring our services continue to meet the evolving needs of care providers across the region.

The successful candidate will be a confident communicator with strong organisational skills, capable of building meaningful relationships and delivering high-quality support. This role blends operational delivery with service development and member engagement, making it key to the organisation's continued growth and impact.

Key Responsibilities

1. Member Support & Relationship Management

Act as the first point of contact for member queries and requests. Build and maintain strong relationships with member organisations. Respond to concerns and signpost queries to relevant internal teams. Track and escalate service issues that impact member satisfaction.

2. Member Onboarding

Coordinate and manage the onboarding process for new member organisations. Process required onboarding documentation and membership checks. Deliver welcome materials and introductory communications. Collect and report on onboarding feedback to improve the experience.

3. CRM & Data Management

Maintain accurate and up-to-date records in the organisation's CRM system, WhatsApp and social channels. Generate reports on member engagement, activity, and retention trends. Create and maintain CRM content such as templates, data fields, and user guides. Create and add content, including members' news, surveys, social media, and website updates.

4. Administration & Member Networks

Provide logistical and administrative support for member events and forums. Track participation and engagement across networks and activities. Manage action trackers, capture follow-up actions and insights from member interactions to support service planning. Offer admin support to the CEO.

5. Membership Offers & Service Development

Support the development and implementation of new membership offers, services and projects. Project manage or lead some member services. Administer pilot schemes or phased rollouts of new member initiatives. Ensure new Members offers are reflected in CRM systems and communications materials.

6. Membership Experience & Retention

Monitor member satisfaction through surveys, check-ins, and informal feedback. Identify trends and pain points affecting the member experience. Support initiatives to improve engagement, loyalty, and retention. Champion a member-first approach across all interactions and touchpoints

7. Membership Growth & Promotion

Promote HCA membership to prospective members through outreach, events, and direct engagement. Represent HCA at local forums, events, and meetings to raise the profile of the association.

8. Office Management

Managing office supplies and inventory. Managing calendars and scheduling meetings. Supporting team travel travel arrangements. Liaising with external providers (e.g. fire safety, cleaning, maintenance). Ensuring the office runs smoothly day to day.

Person Specification

Essential

Strong interpersonal and communication skills, both written and verbal. Experience in membership management, customer relations, and/or stakeholder engagement. Extremely organised, proactive, and able to manage multiple priorities independently. Strong IT skills, including Microsoft Office and CRM/database systems. Confident multitasker. Collaborative approach with confidence working with lots of different people, on different projects in a responsive way. Happy to be busy at work. A commitment to the values of the care sector and improving the lives of those it serves. Provide administrative support to senior management as needed.

Desirable

Experience working in a membership organisation or the social care sector. Experience supporting events, networks, or communities of practice. Familiarity with member experience, engagement, or service design principles.

Additional Information

Occasional travel will be required to attend events or meetings. Flexible, hybrid working.
This position offers an exciting opportunity for individuals passionate about enhancing member experiences while contributing to the overall success of our organisation.

Job Types: Full-time, Part-time, Temporary, Fixed term contract, Temp to perm, Freelance, Volunteer
Contract length: 18 months

Pay: 37,000.00-39,500.00 per year

Expected hours: 32 - 38 per week

Benefits:

Additional leave Company pension Flexitime Free parking On-site parking Sick pay Work from home
Schedule:

Monday to Friday No weekends
Work Location: Hybrid remote in Eastleigh SO53 3AL

Application deadline: 27/07/2025