Community/Membership Executive
Posted 6 days ago by IPSE - The Self-Employment Association
£30,000 Per year
Undetermined
Hybrid
Greater London, England, United Kingdom
Summary: The Community/Membership Executive will serve as the primary liaison between IPSE and its members, focusing on community engagement, relationship building, and providing support for member queries. The role involves onboarding new members, promoting IPSE's products and services, and collaborating with the team to enhance member retention and growth. Additionally, the position requires maintaining member data and assisting with various administrative tasks. The role offers a hybrid working arrangement with a mix of remote work and office attendance in Central London.
Key Responsibilities:
- Engage with the community and build relationships with members.
- Answer queries and serve as a knowledge source on membership benefits.
- On-board new members and advise them on maximizing their membership.
- Relay the value of IPSE’s products and services.
- Encourage member engagement with the community.
- Make outbound calls to prospective members (warm leads only).
- Contact members to encourage referrals and upsell beneficial packages.
- Call at-risk or lapsed members to maintain retention levels.
- Maintain and update member data on the CRM.
- Process payments and refunds.
- Work with IT on website/CRM issues.
- Attend IPSE events occasionally as required.
- Assist with presenting membership webinars.
- Support colleagues with member-related queries/projects.
- Perform other ad-hoc administrative tasks as needed.
Key Skills:
- Previous experience in customer service or customer-facing roles.
- Ability to work as part of a team to ensure success.
- Excellent written and verbal communication skills.
- Attention to detail.
- CRM experience is advantageous but not essential.
- Problem-solving skills.
- Listening skills to ask relevant questions or make good suggestions.
Salary (Rate): £30,000 yearly
City: Central London
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
We are looking for someone to join our team and be the direct link between IPSE and its members on a day to day basis. You’ll engage with the community, build relationships, answer queries and be the knowledge source on all our benefits. You’ll also work collaboratively within the company to achieve our strategic goals in member retention, membership growth and increased brand awareness.
Phone and email support for all member queries
On-board new members gaining knowledge of who they are and advising how they can get the most out of their membership
Relay the value of IPSE’s products and services
Encourage members to engage with the community
Outbound calls to prospective members (warm leads only)
Contact member encouraging them to make referrals
Upsell members if they’re another package would be more beneficial
Call at risk or lapsed members with a view to keeping retention at the targeted level
Maintain and update member data on the CRM
Process payments & refunds
Work with IT on any website/ CRM issues
Attend IPSE events occasionally, when required
Assist with presenting membership webinars to promote the value of our offering
Support colleagues with member-related queries/ projects
Other ad-hoc administrative tasks that may occur
Previous experience
Working in customer service/customer facing role
Working as part of a team to ensure success
Excellent written and verbal communication skills
Attention to detail
CRM experience would be advantageous but not essential
Problem solving skills
Listening skills which allow you to ask relevant questions or make good suggestions
We work from home 3-4 days a week, 1 day a week you'd need to attend our office in Central London.
Salary £28-30K + commission