Overview

Job title: Membership Experience Manager (Maternity Cover)

Location: Cambridge (hybrid)

Contract: Maternity Contract (Full or Part-Time Considered)

Hours: 37.5 per week. Applications for flexible working are welcome.

Job purpose

To manage and enhance the experience of Vitae members by delivering a high-quality, responsive and engaging membership journey. This role will focus on customer satisfaction, retention and growth, ensuring that our services are aligned with the needs of our diverse community. The Membership Experience Manager is responsible for driving uptake of our products and services and will contribute to the continuous improvement of our membership offer, as well as related products and services.

Main responsibilities

• Member Experience: In collaboration with the wider team, develop and implement a member experience strategy that reflects CRAC’s values and strategic goals, ensuring a seamless and engaging journey from onboarding through renewal.
• Direct Sales: Working with the Director for Strategic Operations, develop and deliver a successful direct sales strategy for CRAC Vitae products and services.
• Programme and Service Delivery: Collaborate on delivery of the annual programme, ensuring alignment with organisational priorities and member needs. Manage member products and services, including project planning, communication, problem solving and administration with a focus on inclusive practice and adding value for the community.
• Relationship Management: Build and maintain strong relationships with members of the community, acting as a key point of contact and reflecting insights about their needs to the wider organisation.
• Cross-Team Collaboration: Work with colleagues across the organisation to ensure integrated delivery of member benefits and services, including the HR Excellence in Research Award.
• Data and Insight: Use data and feedback to monitor member engagement and satisfaction, identifying trends and opportunities for improvement, and communicating these insights back to members.
• Operational Excellence: Oversee membership administration processes, including renewals, contact management and reporting, ensuring efficiency and scalability.
• Innovation and Development: Contribute to the development of existing and new membership products, services and digital tools that enhance value and engagement.

Benefits

• Flexible working hours and locations
• 25 days annual leave plus bank holidays rising annually up to 30 plus bank holidays
• Life Insurance including free (health and well-being) employee support services
• Enhanced maternity pay for up to 20 weeks for those who meet the qualifying criteria
• Enhanced sick pay for those who meet the qualifying criteria
• Optional private healthcare
• Cycle to work scheme
• Free refreshments whilst working in the office

Our team is currently made up of a combination of full time, part time, flexi-time, hybrid and remote working roles.

How to apply

To apply, send a 2-page CV and 2-page covering letter explaining why you are applying, how you meet the person specification and experience, and what you can bring to the role. Please also let us know your preferred working arrangements (e.g. full time, part time), location, and any reasonable adjustments we can make during the recruitment process.

Please email your application to Hayley Evans at recruitments@crac.org.uk. The closing date is Wednesday 1 October (5pm UK). Interviews are expected to take place online via Teams at the beginning of October.

Referrals increase your chances of interviewing at The Careers Research and Advisory Centre (CRAC) Limited by 2x.

Job function

• Business Development and Sales
• Industries: Education Administration Programs

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