CRM & Marketing Manager

Independent Society of Musicians

About the Organisation

ISM is the dynamic, change-making professional membership body for musicians. With a current membership of over 11,000, the ISM is known for its campaigning work as well as its comprehensive services for its musician members.

About the role

The ISM is looking for a talented CRM & Marketing Manager to join our collaborative and creative marketing team. This is a key role focused on driving growth and engagement through the smart use of data and targeted campaigns. You will be able to demonstrate through previous roles that you have a strong understanding of CRM systems and how to use them effectively to support both recruitment and retention. With excellent analytical skills and a keen eye for detail, you will be confident using data to shape strategy and deliver results. You will also enjoy working in a close-knit team with a shared commitment to supporting our members.

Responsibilities

CRM & Marketing:

• Using a range of tools, including the CRM, develop a deep understanding of the membership and why members join, as well as why they may choose to leave. Use these insights to drive both retention and recruitment.
• Leverage the CRM to support and enhance all marketing initiatives targeting current and prospective members.
• Understand the different types of work our members do to support them better. Use CRM data to create a segmentation model based on profession, career stage, and engagement level to deliver targeted, impactful campaigns.
• Monitor and analyse key metrics across every stage of the member journey from onboarding and renewal to lapse and reactivation.
• With the Head of Marketing, regularly monitor competitor activity, member offers, and wider industry trends to inform strategy and keep the ISM ahead of the curve.
• Lead on gathering data, including conducting surveys of the ISM’s members and the key drivers for joining and staying a member of the ISM.
• Identify and engage high-profile or influential members to act as brand ambassadors and implement strategies to ensure their continued membership.

Member Engagement:

• Gather member testimonials and develop a content bank of compelling member stories for marketing, membership retention campaigns, and to keep the ISM community webpage fresh and up to date.
• Develop and manage the ISM discount scheme to meet the needs of the modern musician, including those working in non-classical areas.
• With the CEO, identify possible new Board members, as well as Honorary Members.
• Act as the point of escalation for member complaints, ensuring they are resolved speedily, effectively, and to the satisfaction of the member.
• Together with the rest of the team, monitor the external environment and develop a good understanding of both the political landscape and the ambitions of competitors, keeping your line managers advised of developments and opportunities.
• Attend events, conferences, concerts, and gigs to ensure the ISM has an active presence in the sector and use social media as appropriate to raise the ISM’s profile. This will involve attending events outside of normal business hours.
• Develop a good understanding of the music sector and possible opportunities for the ISM.
• Work with the other brand stewards in the promotion and the defence of the brand.
• Edit and update content on the ISM Group’s websites when required.
• Carry out any other duties as requested by the CEO or SLT.

Core Commitments for All Staff:

• Perform your role to a high standard, on time and with dedication and commitment.
• Deliver the ISM Group’s agreed objectives and maintain our reputation of working at the forefront of supporting the music profession.
• Deliver the ISM’s 5Gs at all times (Grow the membership of the ISM, Grow the income of the ISM, Grow the influence of the ISM, deliver Gold standard services, Great people)
• Treat all colleagues, members, and people you come in contact with as a result of your work at the ISM with fairness and respect and in accordance with our commitment to equal opportunities.
• Ensure effective, efficient, and timely communication with all colleagues and stakeholders with an emphasis on face-to-face communication.
• Take responsibility for your own health and safety, and responsibility for the reporting of hazards that you believe could impact health and safety within the ISM’s premises and other premises used by the ISM.
• Staff are required to take part in the appraisal process and to undertake continuous professional development and training, such as may be necessary to meet our business objectives.

Skills, Competencies & Experience

Essential:

• Minimum of five years’ experience in a data-led marketing and membership engagement role
• Advanced proficiency in CRM platforms (Eudonet, Raisers Edge, Zoho CRM, Microsoft Dynamics 365, Salesforce, HubSpot) with a strong ability to use data to inform strategy and decision-making.
• Proven track record of generating growth
• Entrepreneurial outlook and creative flair
• Skilled in using digital marketing tools and creative software (InDesign and Photoshop) to deliver eye-catching and effective campaigns
• Strong analytical skills with experience in audience segmentation, identifying target audience preferences and trends, campaign tracking, and reporting
• Excellent interpersonal and copywriting skills
• Demonstrable track record of success in previous roles
• Confident user of WordPress and similar CMS for updating and editing website content
• Very strong digital and communications skills with a good grasp of brand, positioning, and messaging
• Proactive and dynamic with a positive ‘can-do’ attitude and a clear focus on outcomes and impact
• Strategic thinker with experience in lifecycle or membership marketing and a track record of delivering measurable outcomes
• Highly creative and innovative
• Good problem solver and excellent attention to detail
• Good team player who works well under pressure and to deadlines
• High levels of emotional intelligence
• Knowledge of the music, arts, or wider creative sectors, ideally with experience in a membership-led organisation or community

Working locations

• Hybrid model, working in the London office and remotely

How to apply

• To apply, please send a CV and covering letter saying why you are the right person for the job to [email protected].

Interviews

• Interviews will take place face-to-face, and applications generated by AI will not be considered.

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