Member Experience & Engagement Specialist

The Food and Drink Federation; Greater London; Hybrid; GBP 32,000 - 35,000; Full time

Benefits offered by this job

25 days holiday

Private healthcare

Leisure travel insurance

Wellbeing allowance

Season ticket loan

Cycle-to-work scheme

Job summary

The Food and Drink Federation in Central London (Bloomsbury) is seeking a Membership Engagement Executive on a fixed-term maternity cover basis. The role is 35 hours per week with hybrid working (2-3 days in the office). Salary is £33,500 per annum, pro rata to the contract length, with a comprehensive benefits package.

You will deliver outstanding member experiences through proactive relationship management, onboarding, and support, helping members maximise value from their membership.

Qualifications

• Experience in customer success, account management, membership, stakeholder engagement or customer service roles.
• Experience building and maintaining effective relationships with external stakeholders.
• Experience using CRM or membership platforms and maintaining accurate records.
• Communicates clearly with a range of stakeholders and adapts information to their needs.
• Manages multiple priorities while maintaining accuracy and attention to detail.
• Demonstrates a proactive, self-motivated and customer-focused approach.
• Good organisation and administration skills, with confidence in using reporting tools.

Responsibilities

• Act as a first point of contact for member enquiries, providing timely and professional support.
• Build productive relationships with members and develop an understanding of their priorities and needs.
• Deliver proactive account management and onboarding for new members throughout their first year.
• Hold regular meetings, calls and check-ins, connecting members with relevant FDF services, events, committees, working groups and expertise.
• Encourage participation across FDF events, forums and networks to support member engagement and retention.
• Monitor engagement, identify signs of disengagement and escalation member risks and concerns with supporting information and recommendations.
• Gather member feedback and identify member stories, testimonials and case studies.
• Maintain accurate member, prospect and engagement records in the Membership and Data Management system.
• Support membership communications, events, annual renewals, prospect research and recruitment campaigns.
• Work collaboratively across FDF to provide a joined-up, member centred experience.

Skills

Customer success

Account management

Membership engagement

Stakeholder engagement

Customer service

Relationship building

Tools

CRM platforms

Job description

The Food and Drink Federation in Central London (Bloomsbury) is seeking a Membership Engagement Executive on a fixed-term maternity cover basis. The role is 35 hours per week with hybrid working (2-3 days in the office). Salary is £33,500 per annum, pro rata to the contract length, with a comprehensive benefits package.

You will deliver outstanding member experiences through proactive relationship management, onboarding, and support, helping members maximise value from their membership.