Membership Retention Officer - 12 Month Fixed Term Contract

Institution Of Chemical Engineers; Rugby; Hybride; GBP 26 000 - 38 000; Plein temps

Avantages offerts par ce poste

Annual performance reviews

Training and development opportunities

Pension scheme matches contributions

Life assurance for active members

28 days annual leave + bank holidays

Résumé du poste

Institution Of Chemical Engineers in Rugby, UK, is seeking a Membership Retention Officer on a full-time, 12-month fixed-term contract. The role focuses on coordinating targeted retention activity to strengthen member engagement, using data and cross-team collaboration to improve renewals and reduce lapses.

The successful candidate will coordinate interventions, analyse trends, and ensure timely delivery of renewal programmes, with flexible arrangements and a standard 37.5-hour week.

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, 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.

Responsabilités

• Coordinate 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.
• Coordinate temporary resource and outbound calling activity during peak periods to ensure effective member engagement and follow-up.

Connaissances

Data analysis

CRM systems

Stakeholder coordination

Customer focus

Continuous improvement

Microsoft Office

Formation

Relevant qualification in customer service / business administration / marketing / project management

Outils

CRM systems

MS Office

Description du poste

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.

Please note that applications sent without a cover letter will not be reviewed.

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