Membership Experience Manager

CHM; High Wycombe; Hybrid; GBP 42,000; Full time

Job summary

A charity organization in High Wycombe seeks a Membership Experience Manager to lead the delivery of outstanding member services. The role involves managing the Membership Team, overseeing the member journey, and ensuring high-quality information is provided at every stage. Strong analytical, communication, and people management skills are essential. Benefits include hybrid working, enhanced parental leave, and professional development opportunities. The closing date for applications is January 19, 2026.

Benefits

36 days holiday

Enhanced parental leave

Flexible working

Private counselling service

Professional development opportunities

Qualifications

• Experience in a membership-based environment delivering excellent service.
• Ability to motivate and develop a team.
• Strong written and verbal communication skills.
• Experience interpreting complex data.
• Ability to manage multiple projects collaboratively.

Responsibilities

• Lead and manage the Membership Team to deliver excellent member services.
• Oversee the full membership journey and member retention strategies.
• Provide accurate information to members across all channels.
• Collaborate to engage with membership and fundraising initiatives.
• Track and analyze membership data and KPIs for future insights.

Skills

People management

Analytical skills

Communication

Project management

Job description

Thi charity is looking for an experienced and people-focused Membership Experience Manager to lead the delivery of outstanding services to its members.

Thi charity is outlined to create a dedicated role for the Membership Experience Manager to steer the delivery of outstanding services to its members.

Job Title: Membership Experience Manager

Contract Type: Permanent, Full Time

Location: High Wycombe (Hybrid working available)

Salary: £41,291 per annum

Salary Band: Services (SE3)

Line Management: 3 FTEs

Benefits: 36 days holiday (including bank holidays), enhanced parental leave, flexible working, private counselling service, professional development opportunities

Closing Date: 19th January 2026 (early applications may be reviewed as received)

This is a key leadership role within the Membership, Services and Volunteering Directorate, responsible for ensuring that this charity's membership scheme delivers real value, strong engagement and excellent experiences at every stage of the member journey. Working closely with colleagues across the charity, you will help drive member acquisition, retention and satisfaction while fostering a positive and collaborative team culture.

Key Responsibilities:

• Lead and manage the Membership Team to deliver excellent member services and positive end-to-end member experiences.
• Oversee the full membership journey, from enquiries and joining through onboarding, renewal and reactivation.
• Support the development and delivery of membership acquisition and retention strategies, ensuring value for members and sustainable income for the charity.
• Ensure accurate, high-quality information is provided to members across all channels, including the Helpline.
• Work collaboratively across the charity to maximise engagement with membership, fundraising, volunteering and advocacy initiatives.
• Track and analyse membership data and KPIs to identify insights, improvements and future opportunities.

About You:

• Proven experience delivering excellent service within a membership-based environment.
• Strong people management skills, with the ability to motivate, develop and support a team.
• Excellent written and verbal communication skills.
• Strong analytical and numeracy skills, with experience interpreting complex data.
• The ability to manage multiple projects on your own initiative while working collaboratively across teams.

About The Organisation:

Our client is the charity for people who need to live without gluten. For over 50 years the organisation has been helping people with coeliac disease and related conditions by providing trusted advice, funding vital research, and campaigning for better access to safe gluten free food. Their work ensures that no one’s life is limited by gluten.

Our client is an equal opportunities employer and they are determined to ensure that no applicant, employee or volunteer receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.