Head of Membership

Royal College of Obstetricians and Gynaecologists

https://www.rcog.org.uk
Closing date 29 November 2021
Location London and home-based
Position type Permanent
Role Membership
Education Bachelor's
Experience >3 years
Salary GBP 45,914–50,112
Benefits See below

Job description

The Royal College of Obstetricians and Gynaecologists (RCOG) works to improve health care for women everywhere, by setting standards for clinical practice, providing doctors with training and lifelong learning, and advocating for women’s health care worldwide.

Aim, objectives and values

The aim of the College is “to set standards to improve women’s health and the clinical practice of obstetrics and gynaecology in the British Isles and across the world”. Our charitable objectives are to “encourage the study, and advance the science and practice, of obstetrics and gynaecology”.

The College values high standards, inclusiveness, innovation, openness, trust. We act with transparency and aspire to work, at all times, to the highest standards.

The Department

This post is in the Membership Team, which forms part of the Membership & Global Directorate (which also includes Global Health, Workforce and Professionalism and Research & Information Services)

The Membership Team undertake all aspects of work relating to membership recruitment, engagement, retention, subscriptions and records management.

The main responsibilities include:

  • providing excellent customer service for our members across the world
  • analysis of membership needs and the targeting of services to meet those needs;
  • growth of the membership; enabling access to membership products and services;
  • working collaboratively with the marketing team to support the optimisation of  membership communications and engagement activities
  • delivery of the annual membership subscriptions programme including regular reporting
  • delivery of the membership ceremonies and other engagement events

Purpose

This role is responsible for leading and managing the Membership Team to deliver against the strategic plan. The role holder will develop and manage the annual business plan to deliver membership growth, engagement and retention ensuring that revenue targets are met.

Main duties

  • Develop an annual business plan, budget and KPIs to manage activities and monitor progress against the membership strategy.
  • Lead the Membership Team to maximise retention, engagement and recruitment activities across all member categories. Motivate and develop the team, including performance management and personal/professional development.
  • Utilising membership recruitment, engagement and satisfaction analysis, develop an understanding of the needs of different membership groups and profiles, develop the value propositions to meet those needs.
  • Project Lead for the CRM Project working with the Project Manager to ensure delivery against the project plan, accurate business process mapping and analysis of membership operations processes.
  • Provide strategic leadership support and advice to the Membership Operations Lead and Membership Events Coordinator on streamlining activities and processes, ensuring an effective and efficient member/customer experience; including membership admission ceremonies and the annual subscription processes.
  • Support the work of the Executive Director for Membership and Global, the Membership Director, and Vice President for Membership strategically and operationally, on matters of membership engagement. Pro-actively carry out background research, produce documents, briefing papers, reports and presentations as required. Play an active role in providing regular updates to the Membership Board and supporting the evolution of proposals identified by the Membership Development Group.
  • Provide annual income and expenditure projections and recommendations for the annual budget setting process and monitor membership expenditure against agreed budgets.
  • Ensure that membership data is accurately stored in the CRM and that the membership team’s processes are fully compliant with data protection and equality & diversity laws guiding and overseeing adjustments where necessary to bring them in line with College wide policies.
  • Oversee the relationship with key stakeholders including the Specialist Societies and Liaison Groups (LGs), ensure that all parties benefit from a mutually beneficial working relationship. Research and create relationships with other organisations to establish additional means of communicating with existing and potential new members.
  • Attend events and exhibitions where necessary to promote membership and recruit members both in the UK and internationally.
  • Act as an advocate for membership matters within the organisation, ensuring that colleagues are aware and disposed to support the goals of the Membership Team.

Note: This job description reflects the present requirements of the post. As duties and responsibilities change and develop, the job description will be reviewed and be subject to amendment in consultation with the job holder.

Person specification

Essential
  • Graduate or graduate calibre
  • Experience of successful strategic and operational planning and development of membership services
  • Experience of developing and delivering successful recruitment and engagement plans
  • Experience of capturing and analysing member engagement/satisfaction information and developing customer profiles and needs
  • Experience of customer relationship management (strategy and systems), its application and leading system improvements
  • Proven track record in a demanding and self-directed role
  • Experience of planning and managing budgets
  • Experience of leading and developing successful teams
  • Good knowledge of data protection laws
  • Excellent communication and interpersonal skills - able to gain the confidence of people at all levels
  • Good oral, written, presentation and listening skills
  • Excellent business process mapping and analysis skills
  • Strong financial acumen
  • Excellent IT literacy
  • Understanding of web-based communications
  • Assimilation of complex information from a variety of sources in support of project development
  • Able to work to deadlines and deal with conflicting priorities
  • Ability to engage and motivate staff and to lead on projects
  • Commitment to developing staff
  • Ability to manage change effectively
  • Excellent organisational skills – able to manage multiple tasks efficiently in a pressured environment
  • Able to work to deadlines and deal with conflicting priorities
  • Ability to engage and motivate staff and to lead on projects
  • Commitment to developing staff
  • Ability to manage change effectively
  • Excellent organisational skills – able to manage multiple tasks efficiently in a pressured environment
Desirable
  • Knowledge of the NHS
  • Experience of the latest membership marketing communications tools
  • Experience of collecting and analysing member feedback using survey software tool(s)
  • Experience of change management
Competencies

Personal effectiveness

  • Focuses on delivering results for RCOG
  • Leads by example in being reliable, consistent and flexible
  • Makes decisions with confidence and takes initiative in problem solving

Quality

  • Is skilled and knowledgeable in own functional area/ has recognised functional expertise in own team or department
  • Seeks improvement and takes responsibility for continuous self-development

Communication

  • Communicates assertively, confidently and clearly at all levels inside and outside the College
  • Is able to communicate complex issues logically and persuasively
  • Influences at all levels

Working together

  • Develops effective working relationships and partnerships
  • Enhances team effectiveness
  • Promotes equality of opportunity and dignity at work

Customer focus

  • Ensures high standards of service delivery and encourages continuous improvement
  • Develops effective relationships with customers and treats them fairly and consistently
  • Demonstrates adaptability and flexibility in order to meet customer needs and manage expectations

Managing change

  • Supports organisational change
  • Provides guidance and support during times of change and uncertainty
  • Encourages innovation and engagement

Management and leadership

  • Gives purpose and direction
  • Motivates, empowers and supports
  • Manages performance effectively

Benefits

  • Annual leave – 25 days plus bank holidays and Christmas closure

  • Flexible working hours

  • Pension scheme - 5% Employee/10% Employer contribution (post probation)

  • Free staff lunch (on-site only)

A full list of the benefits we offer is available here.

 

How to apply

To apply please complete and submit the application form here >> by 10:00 am on Monday 29 November.

We believe that diverse teams will deliver the best outcomes for women's healthcare and we strive to be an inclusive employer. We are therefore looking for candidates whose backgrounds, experience and identity enhance the diversity of our existing team. We are particularly encouraging applications from underrepresented groups at the College such as those from black, Asian and minority ethnic backgrounds and those with a disability. To find out more, please see our Diversity Policy and Equal Opportunities Policy.

[We are only accepting applicants with a right to work in the UK; we are unable to sponsor people requiring a work visa]