Membership Experience Manager

Coeliac UK

Hours
35 hours per week

About the Organisation

Coeliac UK is the charity for people who need to live without gluten. For over 50 years, we’ve been supporting those with coeliac disease and related conditions by providing trusted advice, funding vital research, and campaigning for better access to safe gluten-free food. Our work ensures that no one’s life is limited by gluten.

About the role

The Membership Services team ensures excellent member experiences and operational delivery of the charity’s membership scheme. The Membership Experience Manager is responsible for leading the Membership Team to deliver high-quality services to existing members, overseeing membership operations, and implementing acquisition and retention strategies to support the charity’s growth and engagement goals. This role partners closely with managers to build cohesive teams across the Membership, Services, and Volunteering Directorate and Audience Engagement Department to create a positive and productive workplace culture.

Responsibilities

• Work closely with the Director of Membership, Services and Volunteering to manage and deliver direct member services and positive experiences, adding value and creating high levels of satisfaction and retention.
• Support and implement plans for the charity’s membership scheme, considering fees, personalisation and efficiencies to deliver a highly valued scheme for members, generating sufficient income for the charity
• Lead day-to-day activities in the membership journey from prospective members
• membership enquiries from joining to new member communications, through to renewal and reactivation strategies
• Ensure the consistency and accuracy of all direct support and information to members, prospective members and other stakeholders across our communication channels, including our Helpline
• Work with all teams across the charity to maximise engagement with membership acquisition, retention, fundraising and marketing strategies
• Collaborate across teams to deepen member engagement by driving participation in volunteering, mentoring, advocacy and fundraising initiatives
• Track key performance indicators and analyse and report on member behaviour and scheme initiatives to identify opportunities for improvement and future development
• Co-create content for digital and printed membership-focused collateral
• Support Coeliac UK’s community outreach programme, which may include out-of-hours working.

Skills, Competencies, Experience & Attributes

Knowledge, Skills & Experience:

• Experience in delivering excellent service in a membership role
• Excellent communication skills – verbal and written
• Numerate with the necessary skills to produce, monitor and interpret complex data
• Experienced and supportive team leader with the ability to develop and motivate a team
• Able to manage complex projects on time and to budget
• Ability to manage workload on own initiative within a team environment
• Proficient in GDPR compliance and monitoring
• Ability to demonstrate Coeliac UK’s values.

Compensation & Benefits

• 36 days holiday, bank holidays, and enhanced parental leave
• Private counselling service
• Professional development opportunities

Working locations

• Hybrid model, working in the Wycombe office and remotely

How to apply

• Please apply with your CV and a covering letter to [email protected] by 19th January 2026. Applications without a covering letter will not be considered.

Policies

Coeliac UK is an equal opportunities employer, and we are determined to ensure that no applicant, employee or volunteer receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable. No agencies, please.

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