Membership Manager

The Hong Kong Institute Of Bankers; Hong Kong; On-site; HKD 520,000 - 880,000; Full time

Job summary

The Hong Kong Institute of Bankers (HKIB) is seeking a Membership Manager to lead growth, engagement, and service excellence for its member base. You’ll drive acquisition, retention, and high-value development programs to strengthen the value proposition for individual and corporate members.

In this role you will oversee CRM-driven member journeys, partnerships with banks and regulators, and a vibrant knowledge-sharing ecosystem, aiming to build a future-ready banking community in Hong Kong.

Qualifications

• Degree in Business Administration, Marketing, Communications or related disciplines.
• Minimum 8 years of relevant experience in membership development, event and project management, and stakeholder engagement, with at least 3 years in a managerial role.
• Proven track record in membership growth, partnership development, and customer engagement.
• Strong leadership and ability to supervise membership and customer service teams.
• Strong project management, analytical, and problem-solving skills.
• Proficiency in English and Chinese (written and spoken)

Responsibilities

• Develop and execute strategies to grow, engage, and retain Individual and Corporate Members.
• Enhance membership offerings, benefits, networking and knowledge-sharing initiatives.
• Analyse member feedback, engagement data and market trends to identify growth opportunities and improve retention.
• Design targeted engagement initiatives that support different member segments and career stages.
• Build and maintain relationships with member banks, regulators, universities, and industry partners.
• Lead the Membership and Customer Experience teams in delivering high-quality services.
• Drive the effective use of CRM, analytics, and digital engagement platforms.
• Oversee membership operations, renewals, surveys, and process improvements.

Skills

Leadership

Communication

Project management

Analytical thinking

Education

Degree in Business Administration, Marketing, Communications or related disciplines

Tools

CRM systems

MS Office

Job description

The Membership Manager is responsible for driving membership growth, engagement, and service excellence. The role enhances HKIB members' value proposition through effective acquisition, retention, and engagement strategies, delivering meaningful professional development, networking opportunities, and exclusive member benefits that support the development of future-ready banking professionals.

Leveraging CRM, data analytics, and digital tools, the incumbent will strengthen member relationships, optimise the member journey, and foster a vibrant, engaged, and future-ready membership community through professional networking, knowledge sharing, and member engagement

Job Responsibilities

Membership Growth & Engagement

Develop and execute strategies to grow, engage, and retain Individual and Corporate Members.

Enhance membership offerings, benefits, networking and knowledge-sharing initiatives to strengthen member value proposition and support the development of future banker competencies.

Analyse member feedback, engagement data and market trends to identify growth opportunities and improve retention.

Design targeted and personalised engagement initiatives that support different member segments and career stages, broadening their industry perspectives and professional horizons.

Stakeholder & Partnership Management

Build and maintain relationships with member banks, regulators, universities, professional bodies, and industry partners.

Support membership recruitment through strategic engagement of banks, members and other key stakeholders.

Develop partnerships that expand membership reach and industry collaboration.

Customer Experience & Service Excellence

Lead the Membership and Customer Experience teams in delivering high-quality services.

Establish and monitor service standards, customer satisfaction metrics, and continuous improvement initiatives.

Oversee member enquiries, feedback, and complaint handling to ensure a positive member experience.

Digital & Data Management

Drive the effective use of CRM, analytics, and digital engagement platforms.

Leverage data and AI-enabled tools to enhance member engagement and operational efficiency.

Maintain high-quality membership data and provide actionable insights to support management decisions.

Operations & Projects

Oversee membership operations, renewals, membership administration, surveys, and process improvements.

Lead membership-related projects and industry initiatives.

Ensure compliance with governance requirements and service standards.

Job Requirements

Education & Industry Knowledge

Degree in Business Administration, Marketing, Communications or related disciplines.

Knowledge and exposure to the banking and finance industry is an advantage.

Minimum 8 years of relevant experience in membership development, event and project management, and stakeholder engagement, with at least 3 years in a managerial role.

Proven track record in membership growth, partnership development, and customer engagement.

Leadership & Project Management

Strong leadership and ability to supervise membership and customer service teams.

Strong project management, analytical, and problem-solving skills.

Ability to prioritise, multi-task, and deliver under tight deadlines and pressure.

Digital & Data-Driven Engagement

Hands-on experience with CRM systems, data analytics, and digital engagement platforms.

Proficiency in MS Office applications and AI tools.

Detail-oriented with high accuracy in execution.

Communication

Excellent communication and writing skills, including proofreading, presentation capabilities, and feedback management.

Proficiency in English and Chinese (written and spoken), including Putonghua.

Established in 1963, The Hong Kong Institute of Bankers ("HKIB") is the first not-for-profit organisation dedicated to providing training and certification services to the banking community in Hong Kong. It is also the first professional body in the city to offer banking qualifications equivalent to a Master’s degree level. HKIB is committed to cultivating both the local banking workforce and the next generation of industry professionals.

Established in 1963, The Hong Kong Institute of Bankers ("HKIB") is the first not-for-profit organisation dedicated to providing training and certification services to the banking community in Hong Kong. It is also the first professional body in the city to offer banking qualifications equivalent to a Master’s degree level. HKIB is committed to cultivating both the local banking workforce and the next generation of industry professionals.