Membership Manager

Expert Witness Institute

Hours
35 hours per week

About the Organisation

Expert Witness Institute (EWI) is the voice of the Expert Witness community, championing experts from all professional disciplines and the lawyers who use their services. Our mission is to support the proper administration of justice and the early resolution of disputes through high-quality expert evidence from specialists. There has never been a more exciting time to work with the EWI. Following the implementation of a new fully integrated Association Management System and website and a range of changes to improve the member journey, we now have both the framework and the tools we need to grow the membership and participation in our Training and Events exponentially. This has already begun, and we have seen continual membership growth and increases in delegate numbers in the last year.

About the role

This role provides crucial administrative support for the successful operational delivery of EWI’s operations through effective management of membership recruitment and retention, including administrative services and development of the membership offer.

Responsibilities

• Day-to-day delivery of membership management and administration
• Deliver a high-quality membership journey through all phases of membership
• Respond to member queries, ensuring appropriate support is provided
• Manage and support the Membership Officer
• Provide support to the Membership Committee 
• Advise on member-focused strategies, plans, and measurement that improve member recruitment and retention
• Collaborate within the wider team to ensure that processes and systems are fit for purpose and harness the best of the CRM system
• Use data and statistics to improve reporting and enhance business effectiveness
• Provide line management support to the Membership Officer
• Provide support for EWI member queries, administration, and applications for membership
• Manage and prioritise queries through contact forms and email inboxes
• Follow agreed procedures for the processing of applications to join the EWI/upgrade Membership
• Provide support to the EWI Membership Committee and support them with the use of the web portal for undertaking assessments
• Manage the renewals process, ensuring timely communications to members and proactive follow-up of member queries, non-payment, and cancellations
• Work with the Chief Executive Officer to develop and deliver strategies to increase Member Recruitment and Retention 
• Work with the Marketing and Events Manager on campaigns to support membership development
• Capture and share all member feedback to improve the member journey, member offer, member support, and processes
• Identify opportunities to maximise the performance and use of the CRM system
• Monitor and maintain GDPR compliance within a member data context
• Assist with and attend internal and external events representing EWI
• All other tasks and responsibilities are commensurate with the purpose and objectives of the role

Skills, Competencies, & Experience

Skills, Attributes, and Desirable Qualities:

• Business-minded, self-starter approach with the ability to maintain high-quality standards
• Excellent organisational skills with the ability to manage own workload despite conflicting priorities and tight deadlines
• Results driven, positive, and highly motivated
• Highly organised and able to plan, prioritise, and deliver projects on time and within budget
• An excellent communicator who can articulate the value of EWI’s products and services
• Ability to manage customer relationships and support clients and customers in a professional environment
• Excellent written and verbal presentation skills
• Customer-focused in product development and promotional activities
• Able to collaborate with a team of various disciplines or work independently as required
• Ability to synthesise and respond to the needs of members
• Strong technical aptitude with experience in IT, CRM (ideally MS Dynamics), and CMS
• Excellent attention to detail
• Passion for improvement and high-quality outcomes
• Ability to contribute to making sound judgements/decisions on operational activity and provide direct input so that informed analysis/judgements can be made.
• Evidence of Continuing Professional Development

Compensation & Benefits

• 33 days paid annual leave plus bank holidays).
• Free access to a confidential 24/7 helpline service with a specialist range of support and information.
• Bespoke personal development plans with opportunities to source training options with your line manager.

Working locations

• Home-based

How to apply

• To apply please send in your CV with a covering letter outlining how you meet the person specification to [email protected] as soon as possible.

Interviews

• We will be reviewing applications and interviewing candidates who meet our requirements throughout the period. We, therefore, reserve the right to close applications early.

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