Membership Operations Manager

Royal College of Speech and Language Therapists

Hours
21 hours per week

About the Organisation

Royal College of Speech and Language Therapists (RCSLT) is the professional body for speech and language therapists across the UK. The RCSLT has over 22,000 members and employs around 65 staff, predominantly based in a London office. The RCSLT also has offices in Belfast, Edinburgh, and Cardiff. 
 
Our mission is to improve the lives of people with communication and swallowing needs by facilitating and promoting research, producing guidance, holding events, and influencing government. We aim to promote better education and training for speech and language therapists and provide information to our members and the public about speech and language therapy.

About the role

The RCSLT relies on efficient membership operations to support member experience and organisational sustainability. The Membership Team delivers a personalised, insight‑driven service that underpins the organisation’s financial stability and commitment to members. Reporting to the Head of Membership, the Membership Operations Manager plays a central role in coordinating high‑quality membership processes, ensuring accurate membership data and subscription collections, and supporting operational improvements.

The role collaborates closely with colleagues across Finance, Digital, Content, and Communications to ensure smooth, effective operations and contribute operational insight to planning and development work. This post is responsible for the overall management of the membership operations team within established organisational frameworks, and to lead the effective day‑to‑day delivery of membership operations and contribute to the continuous improvement of processes, data quality and systems, ensuring processes are effective, compliant, and well documented, and escalate issues where needed.

The post is responsible for the following resources:

• Financial data associated with Direct Debits, Credit Cards, payment corrections, and reconciliation inputs.
• Custodianship of SOPs, process documentation, and operational governance frameworks.
• The integrity of all membership data and audit trails within Salesforce.
• Membership operations team (Membership Officer).

Responsibilities

Membership Lifecycle Management:

• Oversee end‑to‑end operational delivery of joining, renewals, lapses, changes and reactivations.
• Lead and improve membership operational processes, including membership categories to ensure consistency, compliance, accuracy, and efficiency.
• Lead the annual renewals cycle, including data checks, scheduling and system readiness. This includes collaborating with other colleagues ( content team, the digital products team, the Membership and Marketing Manager) for renewal messaging alignment, and providing operational updates and identify risks or issues.
• Act as escalation point for complex membership, payment or data issues, working closely with Finance and other relevant teams.
• Work with the Head of Membership to ensure our member value proposition is embedded across all touchpoints.
• Ensure that all member data is handled in compliance with data protection regulations (GDPR) and in a way that fosters trust with members.

Payments and Financial Processes:

• Oversee the day‑to‑day administration of Direct Debits and collection cycles.
• Oversee the day-to-day administration of credit card collections and other collection methods
• Ensure processes comply with the Direct Debit Guarantee Scheme and internal financial controls.
• Ensure refunds are processed correctly.
• Monitor payment trends and highlight issues or discrepancies to senior colleagues.

Digital Transformation and Systems Development:

• Contribute to the RCSLT’s digital strategy by working collaboratively with colleagues, particularly the Digital Team, to proactively identify and define requirements for the CRM that support effective and efficient membership administration.
• Ensure that all membership processes are clearly documented and maintained, providing a robust evidence base to inform the design, development, and ongoing optimisation of the CRM and CMS within the wider digital transformation programme.
• Work in partnership with the Digital Team to review, reorganise, and audit existing membership data, ensuring data quality, consistency, and readiness in advance of any system changes or data migration activities.
• Support a user-centred and data-led approach to digital change, helping to embed improved ways of working and maximise the value of new digital systems for both internal users and members.
• Contribute to testing, rollout, and documentation for system upgrades and process changes.
• Develop, document, and maintain SOPs and operational procedures.

Membership Operational Leadership:

• Maintain accurate membership data and ensure adherence to governance and data‑protection requirements.
• Contribute operational insight with evidence to planning, policy development and improvement activity led by other colleagues.
• Analyse overall operational performance and produce regular reports on membership numbers, data accuracy, and KPIs.
• Identify operational risks, trends and improvement opportunities and present these to senior colleagues.
• Coordinate operational reviews and support audits and compliance checks.
• Support member‑facing teams with accurate operational information and collaborate on improving enquiry processes.
• Participate in working groups (Professional Development) to ensure operational considerations are reflected in relevant organisational initiatives.

Team Management:

• Manage the membership operations team, ensuring sufficient capacity and capability to operate all routines satisfactorily.
• Support staff through coaching, training, and performance management.
• Lead or contribute to special projects as directed by the Head of Membership.

Skills, Competencies, Experience & Attributes

Knowledge and Qualifications:

• Deep understanding of membership operations, CRM systems (ideally Salesforce), payment systems (including BACS and Credit Card rules) and operational governance.
• Strong understanding of data protection and GDPR.
• Knowledge of digital transformation and CRM enhancement principles.

Experience:

• Demonstrable track record of leading membership bodies, professional
• Experience managing large‑scale membership or customer operations.
• Demonstrable experience improving systems, processes, or workflows.
• Experience managing workflows and high‑stakes cyclical processes. 
• Proven leadership of the operational team.
• Experience supporting strategic planning and organisational decision‑making.

Skills & Abilities:

• Strong analytical and problem‑solving skills.
• Ability to interpret data and identify operational improvements.
• Competent with CRM and digital tools.
• Ability to manage workloads and meet deadlines.

Personal Qualities:

• Proactive, organised and solutions‑focused.
• Strong attention to detail and commitment to accuracy.
• Collaborative and supportive approach to working with others.
• Commitment to improving member experience.
• Commitment to equality and valuing diversity, and understanding of how this applies to the delivery of one's own area of work
• Commitment to the aims and charitable objectives of the RCSLT

Compensation & Benefits

• Generous annual leave entitlement: 25 days paid holiday (plus bank holidays), which increases with service, plus additional closure days between Christmas and New Year.
• Pension scheme: Stakeholder pension contribution of 9% from the RCSLT.
• Employee Assistance Programme: Access to a free, 24/7, completely confidential telephone helpline for all employees and their family members.
• Life Assurance: Group life assurance scheme which pays out 4x salary in the event of death in service. 
• Access to training and development opportunities
• Flexible working/hybrid working arrangements.
• Season Ticket Loan scheme.
• Cycle to Work scheme.
• Family-friendly policies and procedures, including enhanced maternity and paternity leave and pay.
• Occupational Sick Pay scheme
• Eye care voucher scheme
• Opportunity to become a member of our affinity groups and more!

Conditions of employment

• All applicants must have the right to work in the UK. We cannot offer sponsorship for this role.

Working locations

• Hybrid model, working in the London office and remotely
• Occasional travel within the UK if required.

How to apply

• Your application should consist of:
  • A full CV including the names and addresses of two referees (at least one should be from your current/most recent employer). Referees will not be approached until the final stages and not without your consent.
  • A cover letter of no more than 2 sides of A4 detailing why you are interested in joining RCSLT as the Membership Operations Manager (Northern Ireland) and how your skills and experience meet the essential criteria of the role. (Please note that for your application to be considered, you need to submit both your CV and cover letter.
  • Completed applications should be submitted through our online recruitment portal, Personio.
• Should you wish to discuss the role in strict confidence, or for more details about the role, please contact the HR Team ([email protected]). 

Interviews

• The interviews w/c 11th May 2026 (Teams). 
• There will be a task to complete as part of the interview process, which will be sent to you in advance.

Policies

We are committed to a fair, transparent, and inclusive recruitment process. All applications are handled with strict confidentiality to protect your privacy and encourage openness throughout the process. The RCSLT is committed to fostering an inclusive and equitable workplace where everyone feels valued and has a sense of belonging.

We aim to embed equity, diversity, and belonging practices throughout our recruitment and selection procedures. We strive to ensure everyone is valued equally for their contribution, experience, knowledge, and skills. We welcome applications from candidates of all different backgrounds.

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