Membership Experience Lead

Royal Society of Medicine

About the Organisation

Royal Society of Medicine is one of the UK’s leading providers of continuing learning in healthcare. Our vision is ‘better healthcare for better lives’. We aim to achieve this by sharing learning and supporting innovation on the science, practice, and organisation of medicine. As a registered charity and membership organization with a global network of 16,000 members, we bring together healthcare professionals across specialties.

We offer a range of membership options for every career stage, from students to retirement. We deliver multidisciplinary, specialist, and general education, as well as professional development, drawing on the support of leading experts in over 50 specialist areas (Sections) of medicine. Our learning resources span a wide collection of books, journals, digital journals, and online medical databases.

We are home to one of the finest physical and digital medical libraries in the world. We connect those involved, interested in healthcare, by leveraging expertise from across the RSM. We support, help, and inspire the innovators developing the medical products and services of tomorrow

About the role

This role is responsible for delivering an exceptional end-to-end membership experience, driving acquisition, engagement, and retention across all touchpoints. Acting as a senior point of contact within the membership team, the role leads on engagement initiatives, supports proactive sales and retention activities, and deputizes for the Membership Manager when required. It champions community-building through both digital platforms and in-person events, ensuring seamless onboarding, accurate data management, and compliance with organisational standards.

Responsibilities

Membership Acquisition and Retention:

• Act as an escalation point for colleagues in the Membership Team and resolve complex membership queries with professionalism and diplomacy
• Contribute and lead on campaigns to enhance member engagement, retention, and insight gathering, and support acquisition marketing initiatives
• Monitor member engagement and flag at-risk members to the Retention and Engagement Manager
• Process payments across multiple channels in compliance with legal and organisational standards, with particular attention to the direct debit renewal process
• Provide feedback and insight into trends to the Membership Manager and Head of Department.

Events:

• Act as a key liaison for membership-related queries at events, providing support and assisting with post event activities 
• Work closely with the marketing team, in particular the Acquisition Manager and Retention and Engagement Manager, to maximise upselling opportunities
• Support the Membership Executives with complex event or membership-related enquiries, including technical troubleshooting
• Help gather and analyse event feedback to support improvements in future engagement efforts

Digital Platforms:

• Ensure a smooth onboarding process and member experience on our digital platforms
• Act as an escalation point for platform issues raised by end users or by colleagues in the Membership Team
• Maintain accurate member records, including payment records,  ensuring compliance with data protection legislation and best practice
• Support and train team members in the use of our digital platforms
• Work with the Membership Manager and support testing and rollout of new platform features
• Ensure that processes are documented, regularly reviewed, and kept up to date
• Provide accurate data, feedback, and insight to the Membership Manager and Retention and Engagement Manager
• Assist with content delivery as devised by the Retention and Engagement Manager

Team Management:

• Provide guidance and mentoring to colleagues in the Membership Team

Internal:

• Line manager and Head of Membership
• Acquisition Manager and Retention and Engagement Manager
• Colleagues in the team and within the Directorate
• Colleagues in other teams, in particular Education, Commercial Services, and Library

External:

• Members and prospective members
• External suppliers

Skills, Competencies, Experience & Attributes

Knowledge & Experience:

• Experience in a high-volume customer service  environment
• Working in a membership organisation
• Managing payments and related records, including finance reconciliation  
• Confident in dealing with a variety of stakeholders and providing professional, timely feedback
• Comfortable leading or mentoring colleagues and acting as a point of escalation

Essential Skills:

• In-depth knowledge of CRM systems and data management best practices
• Excellent written and verbal communication skills
• Confident use of Microsoft Office, especially Word, Excel, and PowerPoint
• Strong interpersonal and organizational skills
• Proactive and solution-oriented, with the ability to manage priorities and deadlines
• Flexible and reliable, with a willingness to work occasional evenings/weekends for events

Desirable Skills:

• Experience working in an environment with volunteer engagement
• Experience in  supporting online communities or networks
• Familiarity with content creation and community moderation best practices

Working locations

• Hybrid model, working in the London office and remotely

How to apply

• To apply, please send your CV and covering letter quoting reference RSM146 to [email protected].

Interviews

• Interviews: Initial Teams interview followed by a face-to-face interview

Policies

The RSM is committed to equal opportunities. Equal opportunities are provided to all applicants for roles without regard to race, religion, colour, age, sex, national origin, sexual orientation, gender identity, genetic disposition, neurodiversity, disability or any other protected category. 

The Society is committed to the safeguarding and fair processing of information received from candidates applying for opportunities within it and fully complies with the spirit and regulations of the GDPR. For a full statement about the type of data that the Society keeps about job applicants and the purposes for which it is kept.

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