Membership Retention Officer - 12 month fixed term contract

Institution of Chemical Engineers (IChemE); Rugby; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Annual leave

Pension scheme

Life assurance

Employee Assistance Programme

Health cash plan

Training and development opportunities

Free parking

Job summary

IChemE is seeking a Membership Retention Officer to lead targeted renewal activities, deepen member engagement, and use data insights to reduce lapses. The role collaborates with the Member Support Centre and multiple teams to translate retention priorities into actionable plans.

The successful candidate will analyse trends, manage renewals, and monitor performance, contributing to year-on-year improvements in member retention while working a hybrid pattern from Rugby, UK.

Qualifications

• Relevant qualification or training in customer/member service, business administration, marketing, project management or related discipline.
• Experience or training in data analysis, CRM systems or continuous improvement is desirable.
• Experience coordinating and delivering activity across multiple teams and stakeholders.
• Experience in a customer or service-focused environment with engagement and retention principles.
• Experience using data and insight to monitor performance and inform action.

Responsibilities

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

Skills

Customer service

Data analysis

CRM systems

Microsoft Office

Collaboration

Education

Customer service or related qualification

Projects/Marketing/Business admin training

Tools

CRM systems

Microsoft Office

Job description

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.

To request a full copy of the job description, please email [e-mail].

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