Equality Challenge Unit: Member engagement manager

Transcription

1 Equality Challenge Unit: Member engagement manager Equality Challenge Unit Equality Challenge Unit (ECU) is the recognised body that works to further and support equality and diversity for staff and students in higher education across all four nations of the UK, and in colleges in Scotland. For further details about ECU, please visit our website: Recruitment ECU is currently seeking to recruit a Member engagement manager. Salary: 39,172 per annum Deadline for application: Monday 31 October at 12 noon. General description of the post We are seeking to recruit a Member engagement manager with responsibility for overseeing ECU s subscription service, delivering effective member recruitment, engagement and retention. ECU welcomes applications from all candidates and particularly those from Black and minority ethnic candidates and men. Benefits include 27 days holiday per year plus bank holidays and four additional days, flexi-time and pension scheme. Further details, a full job description and person specification can be found below. Application Please download the application form and further details from request an application pack from HR@ecu.ac.uk or call (24-hour answerphone). Application forms should be returned by to: HR@ecu.ac.uk or by post to: Helen Galliford, Events and Resources Manager, Equality Challenge Unit, First floor, Westminster Tower, 3 Albert Embankment,

2 London, SE1 7SP Applications will be assessed against the requirements for the post as set out in the job description and person specification, which can be downloaded Interviews The deadline for applications for the Member engagement manager role is Monday 31 October at 12 noon. We aim to notify candidates who have been shortlisted by Friday 4 November. We hope to hold interviews for this role on the afternoons of Tuesday 15 and Thursday 17 November.

3 Job description General description of the post This post is responsible for overseeing ECU s subscription service, delivering effective member recruitment, engagement and retention. The role will involve developing and delivering effective activities and processes that ensure excellent customer service and value for the institutions ECU supports. The post will also be responsible for ensuring that member views and intelligence drives ECU s programme of work and service delivery. As part of the external relations team, the role will also support the development of high quality marketing and communications. Specific responsibilities = To oversee the full cycle of ECU s subscription service, including all aspects of recruitment, engagement and retention = To oversee the marketing of ECU s subscription package(s) and all member benefits = To develop and deliver ECU s retention strategy to support ECU s overall aims and strategic plan and uphold key messages = To develop and manage internal processes to support the delivery of ECU s membership offer = To champion excellent customer service and value for ECU s members, including training and supporting members of the team to develop these skills = To plan and oversee member administration, ensuring targets and milestones are met = To manage the development and growth of ECU s subscription model, including the development of new subscription packages = To oversee the development of ECU s online web portal = To oversee subscriber communications, including ECU s monthly newsletter, Memberlink = To represent ECU by speaking at relevant events and conferences about the ECU subscription model and offer, its benefits and impact = To proactively work with the head of policy and external relations to ensure ECU s programme of work is strategically informed by member views = To be responsible for engaging with and developing relationships with members and other stakeholders = To oversee ECU s customer relationship management (CRM) system, ensuring effective development and user adoption = To be responsible for developing reports and briefings for the ECU board, chief executive and senior management team = To establish, develop and organise national member networks, chairing or facilitating these meetings, where appropriate

4 = To lead on member consultation and other feedback mechanisms, ensuring member views are championed = To manage external suppliers and contractors = To work collaboratively with the communications and marketing manager and events and resources manager to deliver a programme of subscriber events and training = To support colleagues to write member-focused content = To monitor and keep up-to-date on key developments related to ECU from government, the higher education sector, and other key stakeholders = To undertake horizon scanning and identify media and other opportunities to maximise impact = To act as a point of contact for all staff members who require member engagement advice and support = To line manage the engagement officer and member services officer Other duties This job description sets out the duties of the post at the time it was drawn up. Such duties may vary from time to time, as may ECU s work areas. Such variations are a common occurrence and do not constitute a change in the general character of the duties or the level of responsibility entailed and therefore cannot of themselves justify a reconsideration of the grading of the post.

5 Person specification Educational requirements = A first degree or equivalent evidence of analytical, communication and problem-solving ability = A professional qualification (eg CIM, CIPR) in public relations, marketing, communications, or evidence of undertaking further related study is desirable Knowledge, experience and skills = Significant experience of working in a membership role = Experience of planning, implementing and evaluating successful member recruitment and retention campaigns = Sound understanding of the member journey, member support and engagement = Strong customer focus = Excellent writing skills, with the ability to write compelling content for members online and in print = Ability to negotiate, influence, build relationships and persuade = Highly organised with a high degree of initiative and strong attention to detail = Experience of planning, implementing and evaluating multi-channel marketing campaigns = Experience of managing complex activities and projects with competing deadlines = Experience managing and developing customer relationship management (CRM) systems = Commercially aware with the ability to support new revenue streams = Excellent communication skills with different audiences both internally and externally = Excellent understanding of digital communication and engagement tools = Experience of overseeing high quality customer service in a membership environment = Excellent IT skills = Ability to analyse and make recommendations from member intelligence reports = Experience of organising and chairing networks, meetings and events = Ability to foster cooperative working relationships with internal and external partners to meet shared objectives = Experience of line management

6 Desirable experiences and attributes = Creative approach to problem solving = Good knowledge of the higher education sector = Experience of using Microsoft Dynamics CRM = Experience of CMS or managing online web portals