Membership Support Manager (28 hours a week)

IPSE; City Of London; Hybrid; GBP 30,000 - 33,000; Part time

Job summary

A leading membership organization in London seeks a Membership Support Manager to deliver exceptional support to members and lead the membership team. Candidates should have proven experience in member services, strong analytical skills, and a member-first mindset. This part-time role offers flexibility with a competitive salary of £30,000–£33,000 per annum (pro rata). The position includes leadership responsibilities and remote work options.

Benefits

Flexible working hours

Hybrid working model

Impactful team environment

Qualifications

• Proven experience in member services or customer success roles, ideally with leadership responsibilities.
• Strong people management and communication skills with a member-first mindset.
• Analytical and data-driven, with the ability to translate insights into action.

Responsibilities

• Lead and support the membership team in daily operations.
• Oversee membership-related processes for efficiency.
• Drive member retention by analyzing data and implementing improvement strategies.

Skills

Member services experience

Customer success skills

Analytical skills

CRM systems proficiency (MS 365)

Strong communication

People management

Job description

Company Description

We're IPSE, the UK's only not-for-profit association dedicated to representing andsupporting the self-employed. For over 25 years, we have placed value before profit, offering a unique blend of resources, benefits, advocacy, and a community-led approach. We lead with expertise, campaign with authority, and celebrate success - making a genuine difference to the lives of the self-employed. Our goal is to be an extension of our members' businesses, always accessible and ready to assist in solving problems and mastering skills.

Role Description

The Membership Support Manager will be responsible for delivering exceptional support to our members, managing inquiries, and resolving issues efficiently. This role is pivotal in retaining and growing our membership base while overseeing all membership-related operations.

You will lead the membership team in their day-to-day activities and work collaboratively across departments to advance company-wide strategic goals – growth, retention, and brand awareness. The ideal candidate will demonstrate strong technical and analytical ability, using data and systems insightfully to enhance member experience, improve processes, and inform strategic decision-making.

This is a part-time position (28 hours per week), with flexibility to work either four full days or five shorter days. The role offers a salary of £30,000–£33,000 per annum (pro rata earnings).

IPSE operates a hybrid working model, with Thursdays as our in-office day and the remainder of the week remote. Applicants must be based within a reasonable commuting distance of our central London office.

In this role you will:

• Lead and support the membership team in daily operations, ensuring high performance and member satisfaction.
• Oversee and continuously improve membership-related processes to deliver an efficient and positive member experience.
• Drive member retention by analysing data, identifying trends, and implementing improvement strategies.
• Support membership growth by delivering value, nurturing relationships, and encouraging member connection.
• Prepare and present regular membership performance reports to senior leadership.
• Handle escalated member enquiries and issues with a proactive and solutions-oriented approach.
• Collaborate cross-functionally to align membership initiatives with wider company goals.
• Work closely with IT and suppliers to maintain and enhance systems and processes.

Experience

• Proven experience in member services, customer success roles, ideally with leadership responsibilities.
• Strong people management and communication skills with a member-first mindset.
• Analytical and data-driven, with the ability to translate insights into action.
• Highly organized, detail-oriented and able to manage multiple priorities.
• Proficient in CRM systems (preferably MS 365) and data analysis tools.

Skills and Attributes

• Proactive, strategic and solutions focused.
• Data-driven and analytical.
• Collaborative, adaptable and hands-on.
• Professional, articulate and positive in approach.
• Passionate about supporting the self-employed and understanding their needs.

Why Join IPSE?

You’ll be joining a small but impactful team dedicated to championing the self-employed across the UK. At IPSE, we’re equally committed to creating an exceptional working environment for our staff. We value diversity of backgrounds, perspectives, and ideas – recognising that an inclusive and respectful culture is essential to ensuring everyone feels valued and empowered to contribute their best.

How to Apply

Please send your CV and a short cover letter outlining your suitability for the role via email.