Membership Engagement Manager

Purpose of the role: The Membership Engagement Manager will work with the Chief Executive to improve engagement with existing members and lead initiatives to recruit new members., These include:
1. To actively seek a thorough understanding of the membership base and the issues affecting them, creating member profiles and advising and briefing stakeholders accordingly.
2. To develop a compelling offer by profile / career stage so as to maintain and improve member retention and engagement levels, and to maximise new member acquisition.
3. To maintain a thorough and up-to-date understanding of services and activities and ensure these are being packaged and communicated in the most effective way.
4. To oversee the implementation of regular market research, including competitor analysis, to identify members/stakeholder needs, to support the rationale for the development of member products and services, and to liaise with and advise other stakeholders as appropriate.
5. To develop member communications in particular around membership renewals and the on-boarding of new members, and to ensure a high-quality member experience.
6. To ensure that membership communications at all touch points within the membership journey or as part of a non-member relationship, remain relevant and up to date.
7. To oversee the new member and renewal process, which is managed by our external partner, and troubleshoot and resolve issues that they cannot.

This list is not exhaustive, and the selected candidate will be required to undertake other relevant duties as required.

Personal Specification

1. Experience of working in a customer, member or client facing role
2. Experience of developing and maintaining strong professional relationships with a range of stakeholders
3. Experience of using a CRM management system, preferably Salesforce
4. Excellent communication and interpersonal skills and the ability to positively communicate with a wide range of people in a professional setting, with demonstrable ability to communicate effectively in challenging situations
5. Excellent planning, coordination, organisational and time management skills
6. The ability to analyse data and produce reports
7. The ability to take a proactive approach to independent working, managing your own workstreams effectively, and the confidence to take responsibility for tasks and decisions

Desirable skills, experience, and qualities:

• Interest and/or understanding of the immigration law sector in the UK


• Experience of implementing change and working with others to create new ways of working
  
  About the team: We are a small friendly team of 6 full-time and 3 part-time staff. We all work partly from our office near Shoreditch, London and partly from home, with one member of the team based outside of London.


Our members: The Immigration Law Practitioners' Association (ILPA) is a professional membership association and a registered charity. Our members come from across the legal, charitable and education sectors. Our members include barristers chambers, solicitors firms, law centres, citizens advice bureaux, OISC practitioners, charity workers, academics, students, sole practitioners and many more.

About ILPA: Founded in 1984 by leading practitioners in the field, ILPA exists to promote and improve advice and representation in immigration, asylum and nationality law, through an extensive programme of training and disseminating information and by providing research and opinion that draw on the experiences of members. ILPA is represented on numerous Government, official and non-Governmental advisory groups and regularly provides evidence to parliamentary and official enquiries. ILPA is governed by a committee of trustees that are elected annually by the membership., ILPA is an equal opportunities employer. We acknowledge that the legal and charitable sector can be less accessible to people from minoritised, racialised and lower socio-economic backgrounds and we are committed to improving this situation. In this role you will wear many hats and we recognise that the successful candidate may not have all the skills and experience listed in the personal specification.