Membership Engagement Officer

Job summary

This key role will see you increase engagement with our members and support the delivery of key member products and services, developing engagement plans and monitoring trends to support growth in iHV membership.The ideal candidate will have experience of working in a membership organisation, personalising the members journeys to ensure bespoke customer service.

You will ensure members get access to all parts of the membership offer, maximising membership value. Using membership systems, you will ensure that the needs of our members are personalised and that their user journey is at the forefront of all that you do.

The iHV is a virtual organisation and the post-holder will work from home, with an option to work from the Emsworth office, with occasional travel for meetings and conferences required.

The right person will be comfortable with the technical requirements of hosting membership events on virtual platforms such as Zoom and MS Teams, and have excellent interpersonal skills in order to communicate effectively to plan and organise these events.

The role entails using a wide range of systems, platforms and software to support with membership payment collection, compiling reports, keeping a membership database, communicating to our members and also a wide range of administrative duties. The post will require someone that has experience in using Customer Relationship Management (CRM) systems.

Main duties of the job

1. To lead on the administration of the Customer Relationship Management (CRM) membership database system, and other I.T. systems that support the membership process.

2. Map and review the member journey, ensuring that each members journey is personalised and they are able to maximise the value of their membership.

3. To deal with members politely and professionally, supporting them to rectify issues efficiently so they can maximise the value of their membership.

4. To attend regular membership meetings to support quality improvement, contribute to solutions to resolve any issues, and implement actions.

5. To lead on the management of corporate memberships, providing professional proposals and quotations for new enquiries and a point of contact for existing corporate organisations throughout their membership period.

6. To lead on the management, coordination, delivery and evaluation of the iHVs membership benefit events.

7. To support a coordinated, branded and personalised communications and marketing campaign for our members.

8. Lead on trend analysis and building informative reports to inform our membership strategy.

9. To lead on the management of all membership finance and payment systems.

10. Create and manage a continuous improvement plan for membership.

11. Support and update membership events project management plans.

About us

The Institute of Health Visiting is a UK Centre of Excellence supporting the development of universally high-quality health visiting practice.

Launched on 28 November 2012 to promote excellence in health visiting practice to benefit all children, families and communities

Job description

Job responsibilities

Position: Membership Engagement Officer

Reports to: Head of Operations

Accountable to: Alison Morton, CEO

Terms of employment: This is a permanent position. Job-sharing applications will be considered (please specify the number of hours per week desired in your application - minimum 18 hours per week required).

The iHV is a flexible working employer, there are core hours of work for this post, but we can offer flexibility for employees on request. Fully remote and partial remote options available.

Salary iHV pay band 3b: £27,630 - £31,562

Hours: Full time, 37 hours per week or Part-time options available.

Annual Leave: 25 days per year, plus bank holidays (pro-rata for part-time staff)

Pension: The iHV has a staff pension scheme with a 10% employer contribution and 5% staff contribution.

Location: Remote, with Hybrid options available.

Key Relationships: CEO, Head of Professional Services, Head of Operations, Senior Design & Systems Officer, Events Manager.

About the Institute of Health Visiting

The Institute of Health Visiting (iHV) was established in 2012, to strengthen the quality and consistency of health visiting services for the benefit of all children, families and communities. The organisation has grown considerably over the last 10 years and the core focus of its work is on education, policy, research, quality improvement and developing leadership in health visiting. The iHV is a UK-wide charity, professional body and centre of excellence for health visitors (www.ihv.org.uk) who join the Institute as Associate members. Increasingly, local employers are joining all their health visitors to the Institute through its corporate membership scheme so that they may benefit from its many resources.

Summary of Job Purpose

As the Membership Engagement Officer for the iHV, you will ensure the delivery of a high standard of service to our members, potential members and other contacts. This key role will see you increase engagement with members and support the delivery of key member products and services, developing engagement plans and monitoring trends to support growth in membership. You will ensure that members get access to all parts of the membership offer, maximising membership value. Using membership systems, you will ensure that the needs of our members and their user journey is at the forefront of all that you do.

Key Areas of Responsibility

1. To lead on the administration of the Customer Relationship Management (CRM) membership database system, and other I.T. systems that support the membership process:

To lead on maintaining the CRM membership database to ensure that records and information are kept current and comply with GDPR requirements.

To ensure activation of new memberships and deal with cancellations in an efficient manner, carrying our exit analysis with cancelled members.

To ensure that all membership administration and communication is effectively carried out in accordance with the membership database systems and membership enquiries processes; monitoring and updating email templates sent from Salesforce (SF) to ensure they are accurate, up to date, and meet the needs of the iHV and the members.

To update member records, ensuring weekly database backups are downloaded and stored in case of system failures.

Supporting and exploring the SF system to maximise its potential use for the iHV.

To actively participate in data cleansing processes to ensure compliance with GDPR requirements.

To lead on the synchronising of Salesforce with Campaign Monitor, EventBrite, Xero and any other purchased systems that improve the member experience.

Lead on helping to troubleshoot any problems related to our digital membership payment, database and website software.

2. Map and review the member journey, ensuring that each members journey is personalised and they are able to maximise the value of their membership.

3. To deal with members politely and professionally, supporting them to rectify issues efficiently so they can maximise the value of their membership.

4. To attend regular membership meetings to support quality improvement, contribute to solutions to resolve any issues, and implement actions.

5. To lead on the management of corporate memberships, providing professional proposals and quotations for new enquiries and a point of contact for existing corporate organisations throughout their membership period. Ensure up to date and accurate organisation staff lists, negotiating renewals and carrying out associated tasks (updating staff on Salesforce and activations etc):

To work closely with the iHV Head of Professional Services to build and maintain relationships with new and existing iHV Corporate members.

Be the lead iHV contact for corporate members; offering exemplary customer service, testing membership systems functionality, building email templates, and keeping lead contacts updated with their overall membership usage and validation figures.

Creating and updating branded e-communications for our corporate members.

6. To lead on the management, coordination, delivery and evaluation of the iHVs membership benefit events:

Manage and coordinate iHV membership events e.g., Insights, Networking Events, etc. (supporting iHV training and project events where needed).

Technical host of all virtual iHV membership events and keeping records of attendance. Occasional support for other iHV events and external conferences and events.

Communicating effectively with participants, managing break-out rooms and problemsolving any issues.

Supporting the speakers and panel members during iHV member events, enabling presentations and problem-solving technical glitches that arise, calmly and efficiently.

Lead and manage membership event speaker liaison, ensuring that relevant materials are received by event deadlines.

Work closely with the Communications and Marketing Team to co-ordinate effective marketing of iHV membership events via email, website updates and the production of professional presentation loops for each event.

Lead the evaluation of membership events by creating event polls and compiling evaluation, highlight and trend reports, including delegate feedback, staffing, finance, delivery, marketing, technical and any other areas, making recommendations to support a continuous cycle of quality improvement.

7. To support a coordinated, branded and personalised communications and marketing campaign for our members:

Support the Communications and Marketing Manager to review and update all marketing to our membership, reviewing and updating mailing lists, building targeted campaigns and monitoring success.

To review, update and maintain the membership sections of the website. Work closely with the wider team to inform the production and review of short member resources.

8. Lead on trend analysis and building informative reports to inform our membership strategy:

Build a suite of reports on iHVs membership to support quality improvement, governance, and updates to iHV Board.

To monitor equality, diversity and inclusion data to support iHVs inclusion strategy and ambitions.

9. To lead on the management of all membership finance and payment systems:

To ensure appropriate records are kept regarding Gift Aid and provide accurate reports to accountants periodically to enable reclaim of monies to iHV.

To invoice and chase payments for corporate membership, escalating concerns to the iHV Head of Professional services, where appropriate.

To review membership payment systems to maximise efficiency to the iHV and our members.

Ensure membership payments from the website using GoCardless/Asperato connect with the Salesforce system, so members/champions have access to resources.

10. Create and manage a continuous improvement plan for membership:

Benchmark our membership offer.

Quality assure and evaluate all membership products and services. Work with the Heads of Department to develop a membership engagement plan.

To regularly review and improve membership processes and systems to improve the member journey.

11. Support and update membership events project management plans.

12. Wider responsibilities:

To work within the expected iHV Values and Behaviours. Have an excellent professional working relationship with colleagues to deliver corporate goals and objectives.

To participate in all mandatory training and team awaydays as required. NB: The above is only an outline of the tasks and responsibilities required of the role. You will carry out any other duties as may reasonably be required by your line manager. The iHV is an expanding and evolving organisation, as such the job description and person specification will be reviewed on an ongoing basis in accordance with the evolving needs of the wider team.

Job description
Job responsibilities

Position: Membership Engagement Officer

Reports to: Head of Operations

Accountable to: Alison Morton, CEO

Terms of employment: This is a permanent position. Job-sharing applications will be considered (please specify the number of hours per week desired in your application - minimum 18 hours per week required).

The iHV is a flexible working employer, there are core hours of work for this post, but we can offer flexibility for employees on request. Fully remote and partial remote options available.

Salary iHV pay band 3b: £27,630 - £31,562

Hours: Full time, 37 hours per week or Part-time options available.

Annual Leave: 25 days per year, plus bank holidays (pro-rata for part-time staff)

Pension: The iHV has a staff pension scheme with a 10% employer contribution and 5% staff contribution.

Location: Remote, with Hybrid options available.

Key Relationships: CEO, Head of Professional Services, Head of Operations, Senior Design & Systems Officer, Events Manager.

About the Institute of Health Visiting

The Institute of Health Visiting (iHV) was established in 2012, to strengthen the quality and consistency of health visiting services for the benefit of all children, families and communities. The organisation has grown considerably over the last 10 years and the core focus of its work is on education, policy, research, quality improvement and developing leadership in health visiting. The iHV is a UK-wide charity, professional body and centre of excellence for health visitors (www.ihv.org.uk) who join the Institute as Associate members. Increasingly, local employers are joining all their health visitors to the Institute through its corporate membership scheme so that they may benefit from its many resources.

Summary of Job Purpose

As the Membership Engagement Officer for the iHV, you will ensure the delivery of a high standard of service to our members, potential members and other contacts. This key role will see you increase engagement with members and support the delivery of key member products and services, developing engagement plans and monitoring trends to support growth in membership. You will ensure that members get access to all parts of the membership offer, maximising membership value. Using membership systems, you will ensure that the needs of our members and their user journey is at the forefront of all that you do.

Key Areas of Responsibility

1. To lead on the administration of the Customer Relationship Management (CRM) membership database system, and other I.T. systems that support the membership process:

To lead on maintaining the CRM membership database to ensure that records and information are kept current and comply with GDPR requirements.

To ensure activation of new memberships and deal with cancellations in an efficient manner, carrying our exit analysis with cancelled members.

To ensure that all membership administration and communication is effectively carried out in accordance with the membership database systems and membership enquiries processes; monitoring and updating email templates sent from Salesforce (SF) to ensure they are accurate, up to date, and meet the needs of the iHV and the members.

To update member records, ensuring weekly database backups are downloaded and stored in case of system failures.

Supporting and exploring the SF system to maximise its potential use for the iHV.

To actively participate in data cleansing processes to ensure compliance with GDPR requirements.

To lead on the synchronising of Salesforce with Campaign Monitor, EventBrite, Xero and any other purchased systems that improve the member experience.

Lead on helping to troubleshoot any problems related to our digital membership payment, database and website software.

2. Map and review the member journey, ensuring that each members journey is personalised and they are able to maximise the value of their membership.

3. To deal with members politely and professionally, supporting them to rectify issues efficiently so they can maximise the value of their membership.

4. To attend regular membership meetings to support quality improvement, contribute to solutions to resolve any issues, and implement actions.

5. To lead on the management of corporate memberships, providing professional proposals and quotations for new enquiries and a point of contact for existing corporate organisations throughout their membership period. Ensure up to date and accurate organisation staff lists, negotiating renewals and carrying out associated tasks (updating staff on Salesforce and activations etc):

To work closely with the iHV Head of Professional Services to build and maintain relationships with new and existing iHV Corporate members.

Be the lead iHV contact for corporate members; offering exemplary customer service, testing membership systems functionality, building email templates, and keeping lead contacts updated with their overall membership usage and validation figures.

Creating and updating branded e-communications for our corporate members.

6. To lead on the management, coordination, delivery and evaluation of the iHVs membership benefit events:

Manage and coordinate iHV membership events e.g., Insights, Networking Events, etc. (supporting iHV training and project events where needed).

Technical host of all virtual iHV membership events and keeping records of attendance. Occasional support for other iHV events and external conferences and events.

Communicating effectively with participants, managing break-out rooms and problemsolving any issues.

Supporting the speakers and panel members during iHV member events, enabling presentations and problem-solving technical glitches that arise, calmly and efficiently.

Lead and manage membership event speaker liaison, ensuring that relevant materials are received by event deadlines.

Work closely with the Communications and Marketing Team to co-ordinate effective marketing of iHV membership events via email, website updates and the production of professional presentation loops for each event.

Lead the evaluation of membership events by creating event polls and compiling evaluation, highlight and trend reports, including delegate feedback, staffing, finance, delivery, marketing, technical and any other areas, making recommendations to support a continuous cycle of quality improvement.

7. To support a coordinated, branded and personalised communications and marketing campaign for our members:

Support the Communications and Marketing Manager to review and update all marketing to our membership, reviewing and updating mailing lists, building targeted campaigns and monitoring success.

To review, update and maintain the membership sections of the website. Work closely with the wider team to inform the production and review of short member resources.

8. Lead on trend analysis and building informative reports to inform our membership strategy:

Build a suite of reports on iHVs membership to support quality improvement, governance, and updates to iHV Board.

To monitor equality, diversity and inclusion data to support iHVs inclusion strategy and ambitions.

9. To lead on the management of all membership finance and payment systems:

To ensure appropriate records are kept regarding Gift Aid and provide accurate reports to accountants periodically to enable reclaim of monies to iHV.

To invoice and chase payments for corporate membership, escalating concerns to the iHV Head of Professional services, where appropriate.

To review membership payment systems to maximise efficiency to the iHV and our members.

Ensure membership payments from the website using GoCardless/Asperato connect with the Salesforce system, so members/champions have access to resources.

10. Create and manage a continuous improvement plan for membership:

Benchmark our membership offer.

Quality assure and evaluate all membership products and services. Work with the Heads of Department to develop a membership engagement plan.

To regularly review and improve membership processes and systems to improve the member journey.

11. Support and update membership events project management plans.

12. Wider responsibilities:

To work within the expected iHV Values and Behaviours. Have an excellent professional working relationship with colleagues to deliver corporate goals and objectives.

To participate in all mandatory training and team awaydays as required. NB: The above is only an outline of the tasks and responsibilities required of the role. You will carry out any other duties as may reasonably be required by your line manager. The iHV is an expanding and evolving organisation, as such the job description and person specification will be reviewed on an ongoing basis in accordance with the evolving needs of the wider team.

Person Specification

Qualifications

Essential

• High level of numeracy and literacy, as evidenced by qualification.

• Degree
• Understand
• ECDL or equivalent
• Project Management

• Experience and skills to deliver online virtual membership events on platforms such as Zoom and MS Teams.
• Experience of running databases and data management systems.
• Competent use of Microsoft Word and Excel.
• Experience of using Salesforce and various payment applications.
• Experience of using events and membership I.T. systems and
• applications.
• Experience of administration within a membership organisation.
• Experience of building a member journey process.
• Experience of compiling report and stats and building graphs and charts to display key trends to inform member strategy.

• Experience of working with healthcare professionals.

• Very well developed interpersonal and communication skills (written and
• verbal).
• Ability to work under pressure and prioritise own workload to tight
• deadlines.
• Ability to use own initiative and work with minimal supervision.
• Ability to work effectively as a team member.
• Ability to deal with several, simultaneous issues and tasks.
• Project management skills in order to plan each event and effectively
• communicate to speakers and key internal staff.
• Ability to maintain confidentiality.
• Excellent organisational and planning skills.
• Be proactive, creative and an imaginative problem solver.
• Ability to develop coordinated and personalised membership marketing
• and communication campaigns.

• Commitment to team-working, and respect and consideration for the
• skills of others.
• Confident on-screen presence for virtual audiences and a polite and
• professional telephone manner.
• Member focused, proactively ensures member needs are satisfied and looks for opportunities to create positive member experience

• Commitment to and focused on quality, promoting high standards in all they do.
• Values diversity and difference, operates with integrity and openness

• Ability to work flexibly to meet the needs of the role.
• Able to attend meetings, conferences and events around the UK as required.

• Interest in working in the charitable sector to improve childrens lives.

• High level of numeracy and literacy, as evidenced by qualification.

• Degree
• Understand
• ECDL or equivalent
• Project Management

• Experience and skills to deliver online virtual membership events on platforms such as Zoom and MS Teams.
• Experience of running databases and data management systems.
• Competent use of Microsoft Word and Excel.
• Experience of using Salesforce and various payment applications.
• Experience of using events and membership I.T. systems and
• applications.
• Experience of administration within a membership organisation.
• Experience of building a member journey process.
• Experience of compiling report and stats and building graphs and charts to display key trends to inform member strategy.

• Experience of working with healthcare professionals.

• Very well developed interpersonal and communication skills (written and
• verbal).
• Ability to work under pressure and prioritise own workload to tight
• deadlines.
• Ability to use own initiative and work with minimal supervision.
• Ability to work effectively as a team member.
• Ability to deal with several, simultaneous issues and tasks.
• Project management skills in order to plan each event and effectively
• communicate to speakers and key internal staff.
• Ability to maintain confidentiality.
• Excellent organisational and planning skills.
• Be proactive, creative and an imaginative problem solver.
• Ability to develop coordinated and personalised membership marketing
• and communication campaigns.

• Commitment to team-working, and respect and consideration for the
• skills of others.
• Confident on-screen presence for virtual audiences and a polite and
• professional telephone manner.
• Member focused, proactively ensures member needs are satisfied and looks for opportunities to create positive member experience

• Commitment to and focused on quality, promoting high standards in all they do.
• Values diversity and difference, operates with integrity and openness

• Ability to work flexibly to meet the needs of the role.
• Able to attend meetings, conferences and events around the UK as required.

• Interest in working in the charitable sector to improve childrens lives.