Membership Support Executive

About the job

Key Responsibilities

• Process membership applications (new members) including checking for permissions and access for the contact and sending Invoice to the accounts team for payment.
• Assist with the emails into the membership inbox including changes in contacts, addresses, membership package and access to their online account.
• Support the annual retention cycle for members, including chasing renewing and lapsed members that have yet to pay their subscription fees via phone calls and email.
• Support the delivery of the annual engagement programme for members, including activities such as contacting all new members within their first six months of membership to ensure that they have registered for their eLearning licences, ensuring that all new members receive invites to the BSC onboarding webinars, received their welcome communications and all onboarding calls within the first 6 months.
• Conducting one to one session on member request to guide members on website to access membership benefits.
• Support the delivery of membership certificates to new and renewed members.
• Working with the Membership & Customer Service Team Leader assisting in the delivery of the departments data management activities such as following up with all digital email bounces and respond to member requests to change contact/company/finance information.
• Contribute to the departments business integrity initiatives, including the preparation of how to guides, videos and mapping of business processes.
• Support the business objectives to drive positive company sales results.
• Support projects and campaigns.
• Support the delivery of Salesforce projects which includes any new updates implementation within the team, championing best practice in data management across the organisation.
• Including any additional tasks/responsibilities that the Membership and Customer Service Manager or Head of Shared Services requests.
• Training interdepartmental staff on membership process (e.g. Customer Service and sales).
• Support Membership & Customer Service Manager in development of membership SOPs and membership product.
• Working with the Membership & Customer Service Manager assisting in the delivery of the monthly revenue reports.Support to Awards and Events through email promotions and updating members on exclusive member discounts via emails and calls while chasing renewals.

Experience

• 2-4 years experience working in a busy and customer-facing and administration role.
• Experience of working in a busy and customer-facing and administration role