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Head of Customer Experience

JN -112018-133657_1543410660
£50000 - £60000 per annum

Managing this Role

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Francesca Lord

Client Development Manager 0207 759 7929

Francesca has more than 15 years' experience working within recruitment and has spent the last 10 building a successful London-based business focussing on third sector, NFP and membership. A keen interest in politics and public policy at degree level has allowed Francesca to build an extensive network of membership, engagement and policy professionals which led to the creation of Hunter Merrifield.

Our client is a forward thinking, responsive and fast acting membership organisation based in the heart of the City. We are working to find them their new Head of Customer Experience. This is a Senior Management role which will champion the delivery of exceptional customer experience to all customers, whilst managing a team to ensure they meet deliverables, delight the customers / members and deliver on strategic goals.

What does your new role look like?

In this new role, you will be instrumental in supporting the CEO with the delivery of the customer experience to drive increased sales, loyalty and advocacy of the brand. A deep understanding of the brand, values, customers and their behaviours is key to this role, as is role modelling a customer centric approach to everything you do.

You will develop and grow the provision of a proactive and responsive service to members, exam candidates and the wider community of professionals in the industry, worldwide. With support from the Customer Services team, this role is the main point of contact for our members, our candidates and our course delegates both by distance learning and face to face. Account management and marketing communications are encompassed by this role.

What will you be responsible for?

You will take the lead on strategic development and delivery of customer experience services including;

· Member services and renewals

· Section support services

· Exam candidate services

· Training delegate support

· On-site and distance learning delivery support

· Key account support for corporates, educational institutions and other organisations

· Social media communications delivery and support.

What knowledge and skills are essential to help you do this role?

· Experience in leading, managing and mentoring people, comfortable leading teams and operating at a senior level, representing the function across the organisation.

· Experience in delivering customer projects and an understanding of the benefits a customer experience function drives within an organisation.

· A true customer ambassador with the ability to develop a strong understanding of brand and customer journey.

· Ability to track and analyse customer data and distil this into a format that the business can interpret and use for better decision making

You will :

· Have the ability to work on own initiative

· Be a planner & organiser

· Be able to successfully manage multiple initiatives and tight timelines

· To be a team worker

· Excellent communicator

· Ability to work well with people from diverse backgrounds

· Ability to influence & persuade

· Self-reliant and resilient

Behaviours valued in this role:

· Courage to take the right course of action

· Passion to see a job through to completion

· Respect for the views of others

· Ambition to inspire high quality output

· Honesty & integrity to build the trust of colleagues

This is a wonderful role with so much potential to develop professionally whilst shaping the future of a fun and exciting Institute with a global reach. If you want to effect change, are a fantastic leader and enjoy a challenge, this role is for you!

Huntress Search Ltd does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.


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Member Service Executive

LOCATION: West London

SALARY: £23k - £26k

ROLE: Permanent

Hunter Merrifield are delighted to be working with a professional member network offering business leaders the knowledge and connections to achieve greater impact. This professional member network enables C-suite executives to learn from their peers and engage in the discussions that are transforming their business environment. This is a n important and exciting role which will support the growth of this organisation.

The successful candidate will be a highly organised with the ability to multitask, staying calm and being able to find a solution when a challenge arises. In this role, you will represent the professional membership by building strong relationships throughout your role, including face-to-face, ensuring that members feel represented and are maximising the membership offering.

What will my key responsibilities be in this role?

  • Support all aspects of Network Membership
  • Network Membership administration management
  • Event management
  • External Network Membership communications
  • First point of contact for all Network members

What will my specific duties be in this role?

  • Team Relationship
    • Effectively communicate with all teams
    • Ownership and management of communications calendar (member updates, event invites, etc)
    • Ability to manage own workload and coordinate with own teams effectively for overall business benefit
    • Ability to audit all Network database, flag errors and offer and execute solutions
  • Members Relationship
    • Manage new and Renewable Membership procedure
    • Ability to give Members an overview of the offering
    • Deal with all Membership requests
  • Meetings - Event Planning and Execution
    • Sending invites/reminders and tracking attendance
    • Preparation of all meeting materials
    • Liaise with hosts/speakers/chairs once introduced
    • Greeting and interaction with Members and prospects

What do I need to be successful in this role?

To be successful in this role, you need to be able to show that you have the ability to manage multiple tasks at one time and have an eye for detail with strong administration skills. As well as engaging with the membership in your day to day role, there will be a percentage of your work time that will be spend membership facing so confidence and the ability to build strong relationships are important to the success of this role.

If you have proven experience building relationships and event planning, we would love to hear from you! Please apply within!

Huntress Search Ltd does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.

Temporary Membership Executive

West London

£13p/h-£15p/h

Temporary 2 months

Hunter Merrifield are delighted to be working with a professional member network offering business leaders the knowledge and connections to achieve greater impact. This professional member network supported CXO level professionals to share knowledge and engage in discussions that help to transform their business environment. T

The successful candidate will be an experienced membership professional, who is a confident administrator, has a strong telephone manner, with a highly organised approach to their work. In this role, you will represent the professional membership by building strong relationships throughout your role, including face-to-face, ensuring that members have the best possible experience.

What will my key responsibilities be in this role?

  • Support all aspects of Network Membership
  • Network Membership administration management
  • Event management
  • External Network Membership communications
  • First point of contact for all Network members

What will my specific duties be in this role?

  • Team Relationship
    • Effectively communicate with all teams
    • Ownership and management of communications calendar (member updates, event invites, etc)
    • Ability to manage own workload and coordinate with own teams effectively for overall business benefit
    • Ability to audit all Network database, flag errors and offer and execute solutions
  • Members Relationship
    • Manage new and Renewable Membership procedure
    • Ability to give Members an overview of the offering
    • Deal with all Membership requests
  • Meetings - Event Planning and Execution
    • Sending invites/reminders and tracking attendance
    • Preparation of all meeting materials
    • Liaise with hosts/speakers/chairs once introduced
    • Greeting and interaction with Members and prospects

What do I need to be successful in this role?

To be successful in this role, you need to be able to show that you have the ability to manage multiple tasks at one time and have an eye for detail with strong administration skills. As well as engaging with the membership in your day to day role, there will be a percentage of your worktime that will be spend membership facing so confidence and the ability to build strong relationships are important to the success of this role.

If you have proven experience building relationships and event planning, we would love to hear from you! Please apply within!

Huntress Search Ltd does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.

Membership Sales Executive

LOCATION: Central London

SALARY: £25,000 OTE

ROLE: 2 x Permanent roles

Hunter Merrifield are delighted to be working with a leading trade union and professional body who are the voice of dentists and dental students throughout the UK. Within these two job roles as a Membership Sales Executive, you will be responsible for targeted membership acquisition, recruiting new members and upgrading existing members.

We are looking for a passionate and self-motivated membership professional with strong communication skills and experience in customer services. The successful candidate will be a sales professional with the ability to have a consultative approach when speaking with existing and new members. In this role, you will need to be commercial in your thinking, aiming to maximise membership revenue, achieving and exceeding membership sales and upgrade targets.

What will my responsibilities be in this role?

  • Generate significant new business sales (new joiners and up-graders) to agreed monthly targets via outbound calling
  • Work to joiner and upgrade targets, forecasting outcomes and regularly reporting on performance against targets
  • Deploy soft sales techniques to explain the benefits of, and encourage, upgrades
  • Advise, recommend and assist members with choosing the correct membership package and sell the benefits of the upper packages
  • Develop warm leads and nurture relationships with prospects to close the deal, and potentially sell further products and services
  • Actively build and develop knowledge of the sector, our competition, dentist's needs and "our company" services in order to assist with objection-handling and identify product improvements
  • Understand and respond to member concerns or reasons for leaving, briefing prospects of their options, countering concerns and persuading individuals to join and/or remain in membership
  • Identify opportunities to promote the benefits of membership during all calls, tailoring information about our services to the individual's circumstances and needs, to improve understanding of the member offering and improve perception of value
  • Work in a unified way with other Sales Team members to ensure all opportunities to support and sell are utilised
  • Develop and foster close relationships with key stakeholders, such as Membership and Marketing colleagues, to ensure up-to-date information is shared with prospects
  • For every contact, ensure that all member contact is recorded in CARE and that any necessary processing is completed and all appropriate confirmation emails or paperwork is undertaken with immediate effect.
  • Undertake any other duties or special projects commensurate with the aims and objectives of this post.

What do I need to be successful in this role?

  • Minimum of 5 year's proven sales experience
  • Proven track record of business acquisition and experience of meeting sales targets
  • Strong commercial acumen
  • Confident telephone manner with outstanding persuasion skills, and expert at closing deals
  • Excellent interpersonal skills and commitment to a high level of customer service
  • Excellent personal organisation skills with ability to maintain high energy levels and motivation during repetitive work
  • High level of initiative and confidence, with a creative and member-centric approach to problem solving
  • Excellent written and verbal communication skills
  • Experience and knowledge of database-driven sales and contact systems, and ability to undertake system processing with high levels of accuracy and attention to detail
  • Highly flexible and adaptable, with a 'can do' attitude
  • Good team player with ability to liaise, develop and maintain good relationships with "our company" staff and other stakeholders
  • Excellent IT skills, including Outlook, Word and Excel and use of contact / CRM databases

If you have proven experience meeting sales and upgrade targets and building relationships, we would love to hear from you! Please apply within!

Huntress Search Ltd does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.

Relationship Manager

LOCATION: Central London

SALARY: £33k - £40k

ROLE: 18 month FTC

Hunter Merrifield are delighted to be working with a leading international association that supports a diverse group of higher education institutions. This is a brand new position to work directly with universities in regions across Africa, Asia and Oceania and therefore will require significant travel to these areas.

The successful candidate will be a confident communicator with proven experience building key stakeholder relationships as well as developing potential funder/ donor opportunities. In this role, you will act as ambassador for the association to ensure that members feel represented and are maximising the membership offering. We are looking for a passionate and self-motivated membership professional who is keen to take their career to an exciting new phase.

What will my responsibilities be in this role?

  • Hold and develop relationships with members and key stakeholders including funders, governments and national HE bodies.
  • Help shape and execute recruitment, engagement and retention strategies for members in the region.
  • Work with a range of partners to develop and deliver new engagement initiatives (e.g. events, delegations, workshops etc.) to take place in their regions.
  • Build the organisations political and policy intelligence for their region and identify challenges and opportunities for members.
  • Act as a senior representative for the organisation at conferences, meetings and events in their region.
  • Recruit Champions in each member university and maintain frequent personal contact.

What do I need to be successful in this role?

  • Relationship Management - extensive experience of building long term relationships with senior stakeholders.
  • Strategic Thinking - extensive experience in making connections that benefit key stakeholders by identifying opportunities for engagement, programmes and policy development.
  • Budget Management - understanding how to track spending
  • Influencing Skills - ability to influence others, including senior colleagues and stakeholders.
  • Negotiation Skills - ability to negotiate with key partners and colleagues to agree collaborative partnerships
  • Organisational Management - ability to plan and manage administration relating to key initiatives and events
  • Written Communication Skills - ability to generate copy for external audiences, including marketing copy
  • Ability to represent the organisation at a senior level - gravitas to present and run meetings on behalf of SMT and CEO's Office.

If you have proven experience building relationships and leading on engagement strategies, we would love to hear from you! Please apply within!

Huntress Search Ltd does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.

Senior Board and Committee Officer (6 months)

Central London

£167p/d

6 months

Hunter Merrifield is delighted to be o be working with a leading government agency to hire a Senior Board and Committee for a period of 6 months. The successful candidate will provide high quality clerking and governance support for various boards and key decision-making bodies and committees. For this role, we require someone with proven experience managing formal board/committee meetings and be able to apply relevant legislation and governance best practice.

What will my key responsibilities be?

  1. To provide clerking and governance support to a number of boards and other Authority bodies as necessary, to undertake scheduling of meetings, preparation of reports and agendas, drafting of accurate records of meetings in accordance with the Directorate's policies and procedures.
  2. To provide appropriate and timely procedural and business management advice to the chairs and members of the relevant bodies and senior officers and ensure appropriate and effective management of business and continuous improvement in meeting-related activities, ensuring that all relevant people are properly briefed on key issues in advance of meetings, that early warning of issues is provided in a timely and effective manner and to initiate, co-ordinate and monitor action taken to implement decisions of and other bodies.
  3. To develop and maintain effective working relationships with appointed members as necessary in relation to bodies to which support is provided, officers within the Authority's Secretariat
  4. Contribute to the development, implementation and management of the Authority's governance framework

What do I need to be successful in this post?

  1. Proven track record of success in managing formal Board and/or Committee meetings;
  2. Evidence of ability to interpret and apply relevant legislation and governance best practice; and
  3. Broad understanding of key policy and political issues affecting London and the governance structures of London.

If you are an experienced and dedicated Governance and Committee specialist we'd love to hear from you, so please apply within.

Huntress Search Ltd does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.

Membership Administrator

S/W London

£24,000-£25,000

Membership Administrator

We have two fantastic opportunities, to work with a leading Chartered body and a global network representing professional within Building and Construction Services. This Institution is responsible for providing best practice in this industry and works closely with policymakers.

These two roles will sit within the wider Membership team to support the running of the department and the growth of the Institutions membership.

What would my responsibilities be?

  • Administration using the central CRM database, Salesforce.
  • Confident telephone skills as all staff in the department are required to support incoming calls into the department as well as making outgoing calls on a regular basis.
  • Using CRM databases and contacting members/customers by email and telephone.
  • Reminding members to pay their annual subscription fees
  • Attending events to promote membership and registration
  • Monitor membership inboxes on a regular basis ensuring high levels of service are maintained
  • Process all types of membership applications, including acknowledge receipt, review and chase for additional information/payments where the application is incomplete

What experience do I need to be successful in this post?

Candidates applying should have experience of using CRM databases (preferably Salesforce) and contacting members/customers by email and telephone. Both roles require confident telephone skills as all staff in the department are required to support incoming calls into the department as well as making outgoing calls on a regular basis. The department is a busy environment so if you are someone who enjoys a busy lively office with interaction with a range of stakeholders then one of these roles may be for you.

Ideally, we are looking for individuals who have at least 1-3 years' experience in a membership environment but we will consider applications from those with less experience who can demonstrate they have the right attitude and skills to grow within the roles.

If you feel you have the right skills and experience and are looking for an opportunity to grow within a dynamic team, please apply today!

Huntress Search Ltd does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.