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Membership Engagement Manager

Association of Association Executives

United Kingdom

Remote

GBP 39,000 - 45,000

Full time

2 days ago

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Job summary

A leading non-profit organization in the UK seeks a Membership Engagement Manager. This role is essential for advancing membership growth strategies and enhancing member experiences. The successful candidate will drive initiatives that improve retention and engagement while fostering collaboration across teams. With a focus on data and strategic planning, this position offers the chance to shape the future of a nearly 150-year-old organization committed to cycling advocacy.

Benefits

27 days holiday + bank holidays

Life assurance

Healthcare cash plan

Paid compassionate leave

Enhanced sick pay

Cycling UK membership

Qualifications

Strong understanding of the membership landscape across not-for-profit and commercial sectors.
Proven experience in membership, sales, or marketing.
Excellent customer service skills and database management proficiency.

Responsibilities

Lead the development and delivery of retention strategies and member journey frameworks.
Collaborate across departments to plan and deliver engagement campaigns.
Drive improvements in membership operations and manage supplier relationships.

Skills

Customer service

Project management

Data analysis

Communication

Problem-solving

Education

Degree or equivalent

Tools

CRM systems

MS Office

Cycling UK proudly represents a community of over 70,000 members, united by a shared belief in the power of cycling to build a healthier, happier, and greener society. We champion our members’ voices at the highest levels, influencing policy, campaigning for better cycling rights, and working to make cycling safer and more accessible for all. Through our work, we inspire millions to discover the benefits of cycling. In return, our members enjoy expert advice, valuable discounts, insurance cover, and a sense of belonging within a vibrant, passionate community.

In 2024, we launched an ambitious new strategy, and in 2025, we unveiled a refreshed brand identity, both designed to strengthen our charitable mission and widen our reach. As part of this exciting transformation, we’re now seeking a dynamic Membership Engagement Manager to lead the delivery of a bold new membership growth and engagement strategy.

This is a unique opportunity to shape the future of a nearly 150-year-old organisation. You’ll be at the forefront of reimagining the value we offer our community, ensuring Cycling UK continues to resonate with today’s cyclists while inspiring the next generation to join our movement.

About the role

The Membership Engagement Manager plays a strategic role in delivering income growth through the development and implementation of effective membership initiatives that enhance the member experience, improve retention, and increase value. The postholder will lead cross-organisational collaboration to ensure that membership is embedded across teams and activities. They will work closely with internal stakeholders to shape initiatives that deliver more personalised, relevant, and engaging experiences for member, supporting both retention and revenue objectives.

Using data, insight, and performance analysis, the Membership Engagement Manager will identify opportunities to improve member journeys and engagement strategies. They will lead the planning and delivery of targeted activity that strengthens member relationships and drives long-term income growth.

The role also holds responsibility for the operational delivery of membership, including oversight of systems, processes within the Engagement Team. This team handles general enquiries and provides frontline service to members and supporters. The Membership Engagement Manager will lead, support, and motivate the team to deliver high standards of service, efficient operations, and continuous improvement in line with strategic goals. By aligning membership strategy with organisational objectives and delivering a consistently high-quality experience, this role will help ensure membership continues to grow in reach, impact, and value.

Responsibilities

Engagement & Retention:

Develop and lead the delivery of retention strategies and member journey frameworks that drive deeper engagement, increase retention, and enhance loyalty across all member segments through targeted membership projects.
Design and oversee optimised onboarding and renewal experiences that clearly communicate value, encourage early engagement, and improve conversion and renewal rates.
Create and manage data-led lapsed and cancellation response strategies, including reporting frameworks and churn analysis to inform continuous improvement.
Work collaboratively across departments (e.g. Marketing and communications, digital and IT) to plan and deliver integrated, multi-channel engagement campaigns that reinforce the membership proposition and support income growth.
Lead the generation and application of audience insights (e.g., motivations, behaviours, preferences) to inform segmentation, content strategies, and personalisation efforts.
In partnership with the Head of Membership, develop and monitor retention and income targets, supporting the development of business cases, forecasting, and performance analysis to guide decision-making.
Identify and implement scalable strategies that increase member lifetime value, including tailored upgrade journeys, product development opportunities, and high-impact engagement touchpoints.

Member and Supporter Care:

Lead, support, and develop the Engagement team to deliver excellent service that reflects organisational values, meets performance targets, and supports overall membership retention and satisfaction goals.
Oversee and coordinate inbound and outbound communication activity, ensuring resourcing is aligned to key strategic periods such as renewals, reactivations, or onboarding campaigns.

Membership Operations:

Drive strategic improvements in membership operations, ensuring infrastructure, systems, and processes are fit for purpose, scalable, and aligned to broader organisational goals.
Lead on collaborative digital transformation projects with IT and data teams to enhance operational efficiency and support a shift toward digital-led experiences.
Manage supplier relationships and contracts (e.g., mailing house, insurance provider), ensuring service level agreements are met and membership value is effectively communicated through partner services.
Act as CRM lead within the team, overseeing data integrity, process enhancements, and campaign delivery functionality to support strategic goals and member experience improvements.
Ensure membership operations meet all regulatory, financial, and data protection requirements, proactively reviewing practices to mitigate risks and ensure compliance.

Cross-Organisational Working & General:

Champion membership strategy and value across the organisation, to embed membership in wider planning and delivery.
Contribute strategically to cross-team projects and initiatives
Undertake other duties or projects as required by the line manager or SLT+, with occasional out-of-hours or weekend work, for which time off in lieu will be provided.

Experience and Knowledge:

Strong understanding of the membership landscape across not-for-profit, commercial, and other sectors.
Proven experience in membership, sales, or marketing within a comparable organisation or industry.
Excellent customer service skills, with the ability to identify, understand, and respond to customer needs.
Proficient in database management with a solid working knowledge of CRM systems and their role in supporting member engagement.
Good understanding of relevant legislation and compliance requirements, including Direct Debit (BACS), PCI compliance, Gift Aid, and data protection regulations

Skills:

Excellent organisational skills with experience managing multiple projects or campaigns.
Strong verbal and written communication skills.
Proficient in MS Office and other key software.
Analytical mindset with the ability to turn data into actionable insights.
Solution-focused, skilled at problem-solving and meeting targets under pressure.
Proven ability to influence and collaborate across teams to drive membership priorities and deliver organisation-wide impact.

Personal:

Passion to explore new membership trends and bring innovation to your work
Proactive, hands-on approach focused on solutions.
Strong attention to detail
Supportive and collaborative colleague
Experience in achieving commercial outcomes and driving growth
Strong line management and team leadership skills
Ability to see the big picture, understand competing priorities, and work to deliver the best results for the organisation.
Good understanding of the benefits of cycling for everyday journeys, leisure, and adventure.

Required Qualifications

Educated to degree level or equivalent
27 days holiday + bank holidays
Life assurance
Cycling UK membership, plus many more staff benefits.

Working locations

Home-Based
UK regular weekly travel to the Guildford office.

Contract type Permanent & Full-time Closing date 23 Jun 2025 09:00 AM Location Remote & Guildford, United Kingdom Salary £ 39,867 - 44,297 per year

Hours
37.5 hours per week

About the Organisation

About the role

Responsibilities

Engagement & Retention:

Develop and lead the delivery of retention strategies and member journey frameworks that drive deeper engagement, increase retention, and enhance loyalty across all member segments through targeted membership projects.
Design and oversee optimised onboarding and renewal experiences that clearly communicate value, encourage early engagement, and improve conversion and renewal rates.
Create and manage data-led lapsed and cancellation response strategies, including reporting frameworks and churn analysis to inform continuous improvement.
Work collaboratively across departments (e.g. Marketing and communications, digital and IT) to plan and deliver integrated, multi-channel engagement campaigns that reinforce the membership proposition and support income growth.
Lead the generation and application of audience insights (e.g., motivations, behaviours, preferences) to inform segmentation, content strategies, and personalisation efforts.
In partnership with the Head of Membership, develop and monitor retention and income targets, supporting the development of business cases, forecasting, and performance analysis to guide decision-making.
Identify and implement scalable strategies that increase member lifetime value, including tailored upgrade journeys, product development opportunities, and high-impact engagement touchpoints.

Member and Supporter Care:

Lead, support, and develop the Engagement team to deliver excellent service that reflects organisational values, meets performance targets, and supports overall membership retention and satisfaction goals.
Oversee and coordinate inbound and outbound communication activity, ensuring resourcing is aligned to key strategic periods such as renewals, reactivations, or onboarding campaigns.

Membership Operations:

Drive strategic improvements in membership operations, ensuring infrastructure, systems, and processes are fit for purpose, scalable, and aligned to broader organisational goals.
Lead on collaborative digital transformation projects with IT and data teams to enhance operational efficiency and support a shift toward digital-led experiences.
Manage supplier relationships and contracts (e.g., mailing house, insurance provider), ensuring service level agreements are met and membership value is effectively communicated through partner services.
Act as CRM lead within the team, overseeing data integrity, process enhancements, and campaign delivery functionality to support strategic goals and member experience improvements.
Ensure membership operations meet all regulatory, financial, and data protection requirements, proactively reviewing practices to mitigate risks and ensure compliance.

Cross-Organisational Working & General:

Champion membership strategy and value across the organisation, to embed membership in wider planning and delivery.
Contribute strategically to cross-team projects and initiatives
Undertake other duties or projects as required by the line manager or SLT+, with occasional out-of-hours or weekend work, for which time off in lieu will be provided.

Skills, Competencies& Experience

Experience and Knowledge:

Strong understanding of the membership landscape across not-for-profit, commercial, and other sectors.
Proven experience in membership, sales, or marketing within a comparable organisation or industry.
Excellent customer service skills, with the ability to identify, understand, and respond to customer needs.
Proficient in database management with a solid working knowledge of CRM systems and their role in supporting member engagement.
Good understanding of relevant legislation and compliance requirements, including Direct Debit (BACS), PCI compliance, Gift Aid, and data protection regulations

Skills:

Excellent organisational skills with experience managing multiple projects or campaigns.
Strong verbal and written communication skills.
Proficient in MS Office and other key software.
Analytical mindset with the ability to turn data into actionable insights.
Solution-focused, skilled at problem-solving and meeting targets under pressure.
Proven ability to influence and collaborate across teams to drive membership priorities and deliver organisation-wide impact.

Personal:

Passion to explore new membership trends and bring innovation to your work
Proactive, hands-on approach focused on solutions.
Strong attention to detail
Supportive and collaborative colleague

Desirable:

Experience in achieving commercial outcomes and driving growth
Strong line management and team leadership skills
Ability to see the big picture, understand competing priorities, and work to deliver the best results for the organisation.
Good understanding of the benefits of cycling for everyday journeys, leisure, and adventure.

Required Qualifications

Educated to degree level or equivalent

Compensation & Benefits

27 days holiday + bank holidays
Healthcare cash plan
Life assurance
Paid compassionate leave
Enhanced sick pay
Cycling UK membership, plus many more staff benefits.

Working locations

Home-Based
UK regular weekly travel to the Guildford office.

How to apply

Please complete the application form

Policies

Cycling UK is fully committed to the principles of equality of opportunity and is responsible for ensuring that no job applicant, trustee, employee, volunteer or member receives less favourable treatment on the grounds of age, gender, disability, race, ethnic origin, nationality, colour, parental or marital status, pregnancy, religious belief, class or social background, sexuality or political belief.

Region

Remote United Kingdom

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