Member Experience Manager

Business Leader; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

Business Leader is seeking a motivated Member Experience Manager in the United Kingdom to shape a benchmark CEO community. You will own onboarding, engagement, renewals and initiatives, reporting to the Head of Member Experience, and develop your career within a fast-growing organisation.

In this role you will deliver a proactive, high-value member journey, build relationships with senior leaders, coordinate coaching, forums and events, and drive retention and advocacy through data-informed

Qualifications

• Background in membership, customer success, account management or community management.
• Exceptional relationship-building skills with senior leaders.
• Commercial awareness and understanding of retention and lifetime value.
• Highly organised with excellent attention to detail.
• Comfortable using CRM systems and data.
• Excellent written and verbal communication.
• Passionate about helping leaders succeed.

Responsibilities

• Own the end-to-end member journey from onboarding through renewal.
• Deliver a personalised, premium member experience that increases engagement, retention and advocacy.
• Manage proactive relationships with members through regular value conversations.
• Coordinate onboarding, coaching, forums, events and ongoing engagement.
• Translate curation and re-engagement insights into tailored member action plans.
• Monitor Member Health, Forum Health and engagement, intervening early where required.
• Partner with facilitators and coaches to maximize member outcomes.
• Lead community initiatives including mentoring, special interest groups, introductions and networking.
• Support the implementation of the Business Leader referral programme.
• Champion member-first communication standards across all member touch points.
• Continuously improve processes and member journeys.
• Represent the Voice of the Member internally.

Skills

Relationship-building

Customer success

Account management

Community management

Commercial awareness

Written and verbal communication

Tools

CRM systems

Data analysis

Job description

This is a rare opportunity to help build a membership for founders and CEOs. Working directly with the Head of Member Experience, you will shape a member experience that sets the benchmark for CEO communities while developing your own career within a fast-growing organisation.

Reporting to the Head of Member Experience, the Member Experience Manager is the owner of the end-to-end member journey. This is not a traditional membership management role. It is a proactive relationship management and member success position, responsible for ensuring every member receives increasing value throughout their Business Leader experience. You will own on boarding, programme engagement, team coordination, renewals and community initiatives, translating strategy into exceptional day-to-day execution.

KEY RESPONSIBILITIES

• Own the end-to-end member journey from on boarding through renewal.
• Deliver a personalised, premium member experience that increases engagement, retention and advocacy.
• Manage proactive relationships with members through regular value conversations.
• Coordinate on boarding, coaching, forums, events and ongoing engagement.
• Translate curation and re-engagement insights into tailored member action plans.
• Monitor Member Health, Forum Health and engagement, intervening early where required.
• Partner with facilitators and coaches to maximize member outcomes.
• Lead community initiatives including mentoring, special interest groups, introductions and networking.
• Support the implementation of the Business Leader referral programme.
• Champion member-first communication standards across all member touch points.
• Continuously improve processes and member journeys.
• Represent the Voice of the Member internally.

CANDIDATE PROFILE

• Background in membership, customer success, account management or community management.
• Exceptional relationship-building skills with senior leaders.
• Commercial awareness and understanding of retention and lifetime value.
• Highly organised with excellent attention to detail.
• Comfortable using CRM systems and data.
• Excellent written and verbal communication.
• Passionate about helping leaders succeed.

BUSINESS LEADER

Business Leader exists to help founders and CEOs unlock their potential, grow exceptional businesses and build lives of purpose and impact. Through curated peer forums, coaching, leadership development, events and practical learning, we are building the UK's leading membership for ambitious mid-market business leaders. Member Experience is becoming the commercial engine behind retention, advocacy and lifetime member value. Working directly with the Head of Member Experience, you will shape a member experience that sets the benchmark for CEO communities while developing your own career within a fast-growing organisation.

Salary will be commensurate with experience, compensation details available on request.