Membership and Operations Manager

Meetings Industry Association

About the Organisation

Meetings Industry Association (MIA) is the UK’s largest and longest-standing association for the business meetings and events sector, representing more than 720 member organisations nationwide, including venues, agencies, suppliers, and destinations. A not-for-profit association, MIA champions excellence and growth across the sector.

At its heart, the association exists to support UK business events in operating to the highest standards, thereby positioning the UK as the most sought-after business events destination in the world. It is the proud custodian of the MIA accreditation – the UK’s only recognised quality standard for the business meetings and events industry – and offers members valuable research, guidance, training, and a wealth of networking opportunities to help them thrive.

About the role

The Membership & Operations Manager plays a pivotal role within the MIA, overseeing membership delivery, operational systems, compliance, and governance to ensure the organisation runs effectively and sustainably. The role combines operational oversight with hands-on management, driving membership retention and income performance, maintaining robust financial and compliance processes, and ensuring efficient systems and internal operations.

Leading the Membership Support Team, the post-holder will oversee CRM and platform management, renewal processes, and operational reporting, contributing to organisational resilience and continuous improvement. We are seeking a commercially aware, highly organised and detail-focused individual who is comfortable operating at both senior and tactical levels within a small, ambitious team.

Responsibilities

Membership Strategy & Delivery:

• Lead the operational delivery of and contribute to the membership strategy
• Oversee membership renewals and retention, monitoring retention data, identifying trends and risks
• Lead resignations follow-up to understand feedback and protect income
• Ensure accurate and high-quality member communications and service standards

Finance & Income Oversight:

• Oversee membership invoicing and renewals process 
• Reconcile CRM-generated invoices with Sage
• Prepare monthly renewal updates, forecasting and budget projections
• Authorise purchase orders and credit notes

Internal Systems, Processes & Infrastructure:

• Own administration and development for CRM (YourMembership) and Accreditation (Meetings Intelligence)
• Oversee administration of third-party platforms (such as Canva, Zealous, etc.)
• Oversee accurate data management, reporting and quality control
• Ensure team members are trained on systems and platforms
• Maintain process documentation and internal controls
• Manage telecoms, IT and insurance contracts
• Review and improve operational processes and workflows to ensure all systems and processes are robust and sustainable

Governance, Risk & Compliance:

• Oversee compliance, including GDPR, quarterly PCI DSS and Companies House
• Support the AGM administration process and prepare operational reports for the Board

People Management:

• Create a motivated, engaged, high-performing team culture
• Approve annual leave and oversee HR administration and training needs
• Leading and developing the Membership Support Team, including regular KIT meetings/performance reviews
• Support recruitment when required and support onboarding of new staff

Skills, Competencies, Experience & Attributes

Essential:

• Experience managing membership or working in a similar service-led environment
• Experience leading and developing a small team
• Strong operational and systems management experience with CRM systems and digital platforms
• Strong financial administration and reconciliation capability, including managing income streams, renewals and reporting
• Excellent organisational and time management skills
• Highly detail-oriented with a strong process mindset
• Strong communication and stakeholder management skills

Desirable:

• Experience within or excellent knowledge of the business meetings and events industry
• Experience managing compliance (GDPR, PCI DSS)
• Experience working in a small but growing organisation
• Understanding of accreditation or quality standards frameworks
• Experience reporting to a Board

Indicative Success Measures:

• Membership retention and income performance
• Accuracy and integrity of CRM data
• Efficiency and clarity of internal processes
• Compliance adherence
• Team engagement and development
• Board confidence in operational reporting

Working locations

• Office in Market Harborough, UK. Can work from home occasionally, travel required.

How to apply

• Applications in writing to email: [email protected]

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