Membership Manager

British Medical Association; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A professional membership organization in Greater London seeks an experienced Membership Manager to lead the Membership Administration and Data teams while driving continuous improvement of CRM processes and member experience. This maternity cover role also involves managing key membership cycles, ensuring high service standards, and collaborating across departments. Ideal candidates will have a proven record in line management, CRM ownership, and data quality management, alongside excellent communication skills.

Benefits

30 days holiday plus bank holidays

Double matching pension contributions

Onsite gym and subsidised café

Employee Assistance Programme

Flexible benefits and discounts

Learning and Development opportunities

Season ticket loan up to £10,000

Responsibilities

• Manage Membership Administration and Data teams, ensuring high customer service standards.
• Own the CRM function for membership and process changes.
• Champion data quality and BI reporting to support strategy.
• Coordinate key membership cycles and manage third-party relationships.
• Liaise with various departments to embed best practices.

Skills

Line management experience

CRM ownership

Data quality and reporting

Stakeholder management

Analytical skills

Communication skills

Job description

We're looking for an experienced Membership Manager to lead our Membership Administration and Data teams and to drive continuous improvement across our member experience, CRM processes and operational delivery. This is a maternity cover role for up to 12 months.

Responsibilities

• Manage and develop the Membership Administration and Data teams (15 in total with up to 25 during busy periods) - prioritising workloads to meet internal and external service level agreements and ensuring consistently high standards of customer service.
• Own the CRM function for membership, subscriptions and direct debit processing - scoping and documenting requirements, partnering with a variety of project teams to deliver effective changes.
• Champion data quality and management information/BI reporting that supports BMA strategy and decision-making.
• Coordinate key membership cycles, including renewals, weekly joiners and the annual price‑increase period, managing third‑party relationships and ensuring SLAs and contractual obligations are met.
• Partner across the BMA – liaising with Comms, Member Relations, Policy and external stakeholders to embed best practice, compliance and efficient processes.
• Support ballots and referendums, working with committees to co‑ordinate and deliver accurate outcomes.
• Advise on membership trends and projections, providing insight and guidance to colleagues and senior stakeholders.
• Deputise for the Head of Membership when required.

Qualifications

• Proven line management experience across administrative and data‑focused teams, with a track record of coaching and developing colleagues (essential).
• Hands‑on CRM ownership (membership/subscriptions/direct debit), requirements management and change delivery with IT/project teams (essential).
• Strong data quality, MI/BI reporting and analytical skills to inform strategy and operations.
• Excellent stakeholder management, cross‑functional collaboration and process improvement experience.
• Strong written and verbal communication skills.
• An understanding of the structure and workings of the NHS.

Additional Information

The role profile outlines the current key responsibilities and expectations for the position. However, the British Medical Association (BMA) is presently engaged in an organisation design process, which aims to ensure that our structure, roles, and ways of working best support our strategic objectives and the needs of our members. As a result, the responsibilities and scope of this role may be subject to change as the association evolves. The BMA is committed to communicating any such changes transparently and supporting colleagues through any transitions that arise as part of this process.

Diversity & Inclusion Monitoring: Our ambition is to work together to promote a more inclusive environment, which attracts everybody signals our commitment to celebrate and promote diversity. BMA is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We want people to bring their unique blend of experiences, backgrounds, perspectives and knowledge as we recognise that diversity makes us stronger.

Benefits

• 30 days holiday entitlement plus bank holidays and a BMA company day.
• Double matching pension contributions up to 12% of salary.
• Additional leave entitlement for volunteering or moving house (after completion of probationary period).
• Onsite gym and subsidised café at BMA House.
• Access to a 24/7 Employee Assistance Programme (EAP) with free confidential counselling, a helpline and specialist support available.
• Electric Vehicle and Cycle to work salary sacrifice scheme's (available after completion of probationary period).
• Long service recognition every 5 years.
• Professional subscription cover where membership of a professional institution is required for your role.
• BMA Law – discounted rates for employees requiring legal services such as will writing/conveyancing.
• Multiple flexible benefits and discounts through our employee benefits platform.
• Lots of Learning and Development/training opportunities via our internal learning hub.
• Season ticket loan (up to £10,000) (after completion of probationary period).