Membership Administration Manager

Royal College of Physicians

Hours
35 hours per week

About the Organisation

Royal College of Physicians is a rewarding and friendly place to work with an incredible history, dating back to our foundation in 1518. We are a professional membership body for physicians and doctors who work in hospitals with over 40,000 members in the UK and around the world, working to improve patient care and reduce illness. Our activities focus on educating, improving and influencing for better health and care.

About the role

The Royal College of Physicians is seeking to recruit a membership administration manager to play an important role in shaping and delivering an outstanding member experience. Based in our Liverpool office, you will lead a busy team (3 direct reports) who are often the first point of contact for those looking to join the RCP, have membership-related queries, or want to understand more about the value of RCP membership.

Responsibilities

Leading & Managing Membership Administration Team:

• Provide leadership and management to a small but busy team, managing performance, delivery of team members’ objectives and support for their professional development.
• Ensure standard processes and operating procedures are developed, implemented and maintained in order to deliver a high standard of service to our members.
• Ensure the team is operating efficiently, to best practice and striving for continuous improvement.
• Promote effective communication between the administration team, wider directorate and other relevant members of RCP staff and stakeholders.
• Work collaboratively with other managers within the membership team to support the delivery of the membership growth strategy and ensure activity is coordinated for the greatest impact.

Membership & Financial Processes:

• Delivery and operations related to the member life-cycle, including but not limited to new member applications, concessions, renewals, resignations, arrears and lapsing processes.
• Annual and monthly collection of member subscription income c.£8.5M through Direct Debit and online payment providers.
• Compliance with the Direct Debit Guarantee scheme.
• Subscription account reconciliation reports for the finance department.
• Monitoring of income through monthly management accounts and quarterly forecasts, highlighting any areas of concern and variance explanations.
• Preparation of the annual membership subscription income budget and membership income model in line with the organisational budgeting process.
• Dealing with foreign currencies, BACS Direct Debits and subscriptions paid via PayPal and WorldPay, in conjunction with the Finance team.
• Analysing all additional accounting documentation in relation to subscriptions, prepayments, deferred income and auditor’s reports, ensuring all monies are correctly allocated.
• Oversee donations and gift aid donations made to the RCP and act as the account holder for membership-related activities.
• Liaising with external auditors, providing reports and information from CRM as required

Customer Relationship Management System:

• Lead the team in building their skills and usage of our Microsoft Dynamics CRM system.
• Work in partnership with the IT team to resolve system issues effectively and efficiently.
• Work collaboratively to plan future system developments, ensuring the CRM meets membership business needs, and we are anticipating future needs

Data and Reporting:

• Monitor and provide regular reporting on member acquisition, retention and changes within the membership profile, across various demographics and geographical locations.
• Develop an understanding of key trends within the membership, alerting to any areas of concern.
• Provide data and intelligence on membership for the wider College to support business functions as required.
• Lead on ensuring the accuracy and maintenance of membership data within the CRM, ensuring compliance with data governance standards, GDPR requirements, and internal data-quality procedures.

General:

• Contributing to the work of the department and wider RCP activities.
• Any other duties as may be reasonably expected, and which are commensurate with the level of the post.

Skills, Competencies, Experience & Attributes

Experience & Skills, Essential:

• At least five years’ experience within a membership or subscription-based context with an understanding of the membership lifecycle from recruitment through to renewal and retention.
• Experience in managing subscription income, direct debit processing and budget monitoring and forecasting.
• Experience in leading a team and promoting best practice working.
• Experience in line management and supporting others’ personal development.
• Experience of using customer relationship management software e.g Microsoft Dynamics, for data input and reporting.
• Experience in managing complex processes with a high degree of autonomy and accuracy.
• Experience in working with senior stakeholders and managing a demanding workload with conflicting priorities.
• Highly organised and delivery-focused with experience of delivering front-line customer services.
• Excellent written and verbal communication skills.
• Excellent IT skills, including Windows-based packages, Outlook, Word and Excel.
• Good understanding of the general data protection regulations (GDPR).

Desirable:

• Advanced Excel skills with experience in using pivot tables.
• Experience with Power BI.

Compensation & Benefits

• 29 days holiday per annum, plus bank holidays 
• Health cash plan
• Group personal pension plan with 7% employer contribution
• Interest-free season ticket loan and life assurance
• Annual pay award
• Employee assistance programme 24/7 advice and support for any work-related issues, as well as any problems affecting your home life occupational health team includes employment and work-related health assessments, health checks and work station assessments
• Cycle to work scheme
• Professional training and development opportunities
• Enhanced maternity and paternity pay
• Staff discounts platform, including discounts on cinema tickets and a range of high street brands

Working locations

• Hybrid model, working in the Liverpool office and remotely

How to apply

• Apply online
• To apply, please submit your CV and a supporting statement outlining how your skills and experience meet the job description. Please note that applications received without a supporting statement will not be shortlisted.
• If you have any queries about the application process or the role, please email [email protected]

Interviews

• Shortlisted candidates will be notified by 11th March
• Interview date: w/c 16th March

Policies

The RCP positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity. The RCP is all about our people, our members, staff, volunteers, and leaders.

We educate, influence, and collaborate to improve health and healthcare for everyone, and know we can only do this by being inclusive, encouraging, and celebrating diverse perspectives. Welcoming into our community people who represent the 21st-century medical workforce and the diverse population of patients we serve is a priority for us.

Return to listing