Membership Engagement Manager

Chartered Institution of Highways and Transportation

Hours
37 hours per week

Length of contract
12 month

About the Organisation

Chartered Institution of Highways and Transportation (CIHT) is a charity, learned society, membership body, and leading voice for those who work in the transport and infrastructure sector. CIHT is the home for all people working in highways and transportation infrastructure. CIHT members come from within the private, public, and academic sectors. We champion equality, diversity, and inclusion.

We work with employers to encourage people from all backgrounds to choose a career in our sector. CIHT works with our members to improve the standard of practice across the fields of highways, transportation, and infrastructure. We are the lead voice of the highways and transportation profession in the UK and globally.

About the role

We are seeking a proactive and experienced Membership Engagement Manager to join us. You will lead a small team, oversee membership operations, and work collaboratively across the organisation to ensure our members receive excellent service and meaningful opportunities to engage.

This role offers the opportunity to deliver tangible impact in a key area of the organisation, focusing on retention, engagement, and service performance, while contributing to CIHT’s ongoing digital and CRM transformation programme. You will play a central role in improving member experience, strengthening engagement across our regions and volunteer networks, and ensuring a consistent, high-quality membership offer.

Responsibilities

Key Responsibilities:

• Lead and coordinate the full membership lifecycle, including applications, renewals, payments, and retention
• Deliver targeted retention and engagement campaigns, working with Marketing and colleagues to improve member experience and renewal outcomes
• Strengthen onboarding and early member engagement
• Use data and CRM insight to monitor performance, identify trends, provide reporting, and inform improvements (including contribution to the CRM implementation project)
• Oversee efficient, high-quality membership services, ensuring strong customer experience and continuous improvement
• Manage regional engagement through a team of Regional Engagement Officers, ensuring consistent delivery of member activity and experience across regions and nations
• Support effective volunteer and committee engagement, working with regional networks and stakeholders across CIHT
• Oversee key areas, including Fellowship and the member journey, identifying opportunities to improve the overall experience
• Manage and develop team members, ensuring clear priorities, strong performance, and a collaborative, inclusive team environment
• Work collaboratively across CIHT to support membership growth, engagement, and wider organisational priorities
• Represent CIHT at member, regional, and stakeholder events as required

Skills, Competencies, Experience & Attributes

Essential:

• Experience in membership engagement, retention, and a similar role
• Proven track record of improving engagement and retention outcomes
• Strong CRM and data analysis capability (ideally Microsoft Dynamics)
• Experience managing and developing staff, including hybrid or remote teams
• Strong organisational skills, with the ability to prioritise and deliver across multiple priorities and projects
• Excellent communication and stakeholder management skills
• A proactive, solutions-focused approach with a strong focus on delivery
• Collaborative approach, with experience working effectively across teams and stakeholders (including volunteers or regional networks)

Desirable:

• Experience improving onboarding or member journeys
• Experience supporting CRM implementation or system and digital change
• Experience working with volunteers and/or regional networks
• Experience using reporting or data visualisation tools (Power BI)
• Experience working in a membership organisation or professional body

Other Requirements:

• Willingness to travel within the UK with occasional overnight stays and occasional work outside standard office hours
• Commitment to and support of equality, diversity, and inclusion, and understanding of how this applies to the delivery of one's own area of work
• Commitment to the aims, values, and charitable objectives of CIHT

Our Values:

• Professional: An effective, high-performing, and ethically focused Institution that has integrity, acts impartially, and strives to do the right thing in a fair and responsible way
• Inclusive: An accessible Institution that values equality, diversity, and inclusion by supporting all our members, regions, national groups, committees, and panels
• Collaborative: A membership body that engages with our stakeholders, supports common interests and informs and influences decision-makers
• Progressive: An ambitious and innovative Institution committed to positive change

Compensation & Benefits

• Generous holiday allowance (27 pro rata days plus bank holidays), with option to buy/sell leave
• Healthcare cash benefits plan provided by SimplyHealth (after probation)
• Cycle to Work Scheme
• Learning and development: We are committed to supporting employees’ learning and development. Ensuring every employee has a learning and development plan is part of our annual performance development process.
• Working environment: We are a friendly team located in central London, close to transport links, in a well-resourced, light and airy building.
• Wellbeing support: We provide a range of benefits to support staff wellbeing. A healthcare cash benefits plan provided (post probation), an employee assistance programme (post probation) and an opportunity to apply for flexible working hours.
• Pension and life assurance provision: All employees are eligible for the statutory provision, and additionally, we provide a good pension scheme with 8% employer contributions (employee contribution is a minimum 5%). The Group Life Assurance scheme is offered to all staff upon completion of their probation.

Working locations

• Hybrid model, working in the London office and remotely

How to apply

• Apply online

Policies

CIHT is committed to equality and diversity in its role as an employer, valuing the benefit a diverse workforce brings. It is our intention not to discriminate on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, religion or belief, sex or sexual orientation.

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