Membership Retention Officer - 12 month fixed term contract

Institution of Chemical Engineers; Rugby; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Annual performance reviews

Training and development opportunities

Company contributory pension scheme

Life assurance

28 days annual leave

Sickness leave

Employee Assistance Programme

Health cash plan

Professional membership subscriptions

Free parking and refreshments

Job summary

Institution of Chemical Engineers seeks a Membership Retention Officer to coordinate targeted renewal and retention activity, strengthening member engagement and reducing lapses. The role leverages data and collaboration across IChemE to drive improved renewal outcomes.

Based in Rugby, this 12-month fixed-term contract involves close collaboration with the Member Support Centre and other teams to deliver timely renewals and an enhanced member experience.

Qualifications

• A relevant qualification or training in customer/member service, business administration, marketing, project management or a related discipline.
• Training or experience in data analysis or CRM systems is desirable.
• Experience coordinating activity across multiple teams and stakeholders.
• Experience in a customer/member or service-focused environment with understanding of engagement/retention.
• Experience using data/insight to monitor performance and inform action.
• Experience working with colleagues to deliver shared outcomes.

Responsibilities

• Build effective relationships across IChemE to support a consistent, organisation-wide approach to retention.
• Coordinate and deliver retention interventions to increase renewals and reduce lapses.
• Analyse member data/trends 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 improvements.
• Contribute to improvements in the renewal journey and member experience to strengthen long-term retention.
• Coordinate temporary resource/outbound calling during peak periods for member engagement.

Skills

CRM systems

Data analysis

Customer service

Stakeholder coordination

Microsoft Office

Communication

Membership renewals

Education

Customer service training

Job description

Membership Retention Officer - 12 month fixed term contract

Institution of Chemical Engineers

Location: On site / Rugby, UK
job type: Fixed term / Full-time
Sector and subsector: Voluntary/Charity | General
AnnualFixed salary:£ 35000.00

The Membership Retention Officer supports sustainable membership retention by coordinating and delivering targeted renewal and retention activity that strengthens members’ connection with IChemE and encourages them to continue their membership. The role uses data, insight and collaboration across all areas of the organisation to increase timely renewals, reduce preventable lapses and improve the overall member experience.

Working closely with the Member Support Centre and colleagues across IChemE, the role turns retention priorities into action, coordinating activity, identifying opportunities to improve results and ensuring initiatives are delivered effectively and on time. Through targeted interventions and continuous improvement, the role contributes to year-on-year improvements in member retention.

As our Membership Retention Officer you will:

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

The successful applicant will have:

• A relevant qualification or training in customer/member service, business administration, marketing, project management or a related discipline.
• Training or experience in data analysis, CRM systems or continuous improvement is desirable.
• Experience coordinating and delivering activity across multiple teams and stakeholders.
• Experience working in a customer, member or service-focused environment with an understanding of engagement and retention principles.
• Experience using data and insight to monitor performance, identify trends and inform action.
• Experience working collaboratively with colleagues to deliver shared outcomes and priorities.
• Working knowledge of CRM systems and Microsoft Office applications.
• Experience of membership renewals, retention activity or subscription-based services is desirable.

Other information:

Due to IChemE’s international nature, this position requires a willingness to work flexibly and to sometimes engage in business discussions outside of normal working hours.

The position is based in Rugby, UK with flexible working arrangements, meaning you will usually be working three days from the Rugby office and the remainder from home.

Only candidates eligible to work in the UK will be considered.

This is a full time 12 month fixed term contract, based on 37.5 hours per week working Monday through to Friday.

IChemE reserves the right to interview and offer to exceptional candidates before the close date.

IChemE benefits of employment include:

• Annual performance reviews
• Training and development opportunities
• Company contributory pension scheme that matches employee contributions by 1.5 times up to a maximum capped 12% employer contribution
• Life assurance linked to being an active member of the pension scheme
• 28 days annual leave (plus bank holidays) for full time members of staff
• Company paid sickness leave after 6 months employment and increased at intervals based on length of service
• Employee Assistance Programme and wellbeing support
• Health cash plan (cash back on optical, dental, physio and more)
• Financial support to help cover the cost of professional membership subscriptions if relevant to your role
• Free parking and refreshments at our Rugby Office