Member Retention & Engagement Lead (Hybrid)

Institution of Chemical Engineers (IChemE); Rugby; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Annual leave

Pension scheme

Life assurance

Employee Assistance Programme

Health cash plan

Training and development opportunities

Free parking

Job summary

IChemE is seeking a Membership Retention Officer to lead targeted renewal activities, deepen member engagement, and use data insights to reduce lapses. The role collaborates with the Member Support Centre and multiple teams to translate retention priorities into actionable plans.

The successful candidate will analyse trends, manage renewals, and monitor performance, contributing to year-on-year improvements in member retention while working a hybrid pattern from Rugby, UK.

Qualifications

• Relevant qualification or training in customer/member service, business administration, marketing, project management or related discipline.
• Experience or training in data analysis, CRM systems or continuous improvement is desirable.
• Experience coordinating and delivering activity across multiple teams and stakeholders.
• Experience in a customer or service-focused environment with engagement and retention principles.
• Experience using data and insight to monitor performance and inform action.

Responsibilities

• Build effective relationships across IChemE to secure coordinated contributions for a consistent organisation-wide retention approach.
• Coordinate and deliver retention interventions to increase renewals and reduce lapses.
• Analyse member data, trends and feedback to identify at-risk groups and inform retention initiatives.
• Deliver the annual membership renewals programme to achieve timely renewal outcomes.
• Monitor renewal performance and delivery progress to identify risks and maintain momentum.
• Monitor and evaluate the impact of retention activity to inform decisions and continuous improvement.
• Contribute to improvements in the renewal journey and member experience to strengthen long-term engagement.
• Coordinate temporary resource and outbound calling during peak periods for effective member engagement.

Skills

Customer service

Data analysis

CRM systems

Microsoft Office

Collaboration

Education

Customer service or related qualification

Projects/Marketing/Business admin training

Tools

CRM systems

Microsoft Office

Job description

IChemE is seeking a Membership Retention Officer to lead targeted renewal activities, deepen member engagement, and use data insights to reduce lapses. The role collaborates with the Member Support Centre and multiple teams to translate retention priorities into actionable plans.

The successful candidate will analyse trends, manage renewals, and monitor performance, contributing to year-on-year improvements in member retention while working a hybrid pattern from Rugby, UK.