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Head of Customer Experience

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.

Sponsorship Sales Executive

  • Up to £26500 per annum OTE

Central London,

circa £25k

Permanent

We have an exciting opportunity with an internationally renowned Royal Society for a Sponsorship Sales Executive. This organisation works to provide a platform for important debate about crucial healthcare issues and are looking for someone who is passionate and socially-conscious.

The successful candidate will be responsible for selling sponsorship and exhibition packages at our client's conferences and events as well as sourcing, managing and developing relationships with new and existing sponsors within the healthcare sector. The ideal candidate will be proactive and personable with proven experience managing and retaining key client relationships.

What I will be doing in this role?

Account Management

  • Build a rapport with current/previous clients, growing existing account relationships adding value to the clients.
  • Developing creative approaches to the delivery of sponsorship packages.
  • To thoroughly prepare for each event, highlighting client goals and objectives, in order to consistently deliver for our sponsors.
  • Directly support sponsorship clients at their events, ensuring that the logistics are clearly agreed and provide on the day assistance to sponsors.
  • Develop exhibitor manuals, floor plans, evaluation forms and lead sponsorship marketing publications.
  • Develop and maintain expertise on compliance (ABPI, BIVDA and other relevant regulatory bodies)
  • To review and promote on-line sponsorship opportunities across identified areas on the company website and in other delegate communications where relevant.

Sales

  • To accurately identify and target new potential sponsors for meetings and events, and communicate effective sales proposals, building new sponsorship prospects in the medical/pharma and related markets.
  • Create and manage a pipeline of prospects to grow the sponsorship client base and ensure target attainment.
  • Assess and monitor speciality Sections with sponsorship opportunities and work closely with Section Councils and meeting organisers to follow up contacts provided through them and develop leads into confirmed sales.
  • Responsibility for contributing to and implementing the sponsorship strategy and maximising sponsorship revenue for the Education Department and across the wider portfolio where required.
  • To attend relevant external events and networking opportunities where appropriate, to support the sales process and lead generation.

Reporting and Processing

  • Monitor and forecast sponsorship income against the predicted target on a monthly basis.
  • Maintain contacts on CRM on a day to day basis, to ensure appropriate management of client information.
  • Raising agreements, sponsorship invoices, ensuring correct details, contracts and accompanying paperwork as required.

What do I need to be successful in this role?

  • Educated to degree level or equivalent
  • Proven sales experience (ideally in events sponsorship)
  • Ability to plan and organise effectively, ensuring maximum use of time throughout the day.
  • Clear and confident communicator, who demonstrates the ability to make business relationships with senior decision makers.
  • Enthusiastic, energetic and passionate about personal success.
  • Evidence of delivering and exceeding sales targets.
  • Willingness to learn
  • Personable individual who works well as part of a team.

If you have account management experience and are looking for a role where you can grow in an established team, please get in touch 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.

Internal Communications & Engagement Manager (18 months FTC)

Central London,

circa £48k

18 months FTC

We have an exciting opportunity as an Internal Communications and Engagement Manager, working for a renowned organisation at the heart of public policy for London. This is a unique opportunity to effect a tangible change for a dynamic and diverse workforce. In this key corporate role, you will help develop and implement an employee engagement strategy to support the leadership team in shaping the culture of this organisation. You will also oversee all internal communications making sure staff are engaged and informed, and that their voice helps to inform decision making and organisational change.

The ideal candidate will have significant experience in internal communications or staff engagement role, and a proven track record of managing varied online and offline channels, in a similarly high-profile role.

What will my responsibilities be?

  1. Develop and implement an internal communications strategy, utilising the full range of communication channels including print, electronic, video, and face-to-face.
  2. Provide overall editorial control and sign-off of all internal communications materials, taking into consideration political and media sensitivities within and outside the organisation.
  3. Advise senior managers, internal clients and stakeholders on communication and staff engagement related issues, plans and programmes
  4. Oversee the development and delivery of processes, interventions, and systems to support employee engagement, delivering employee engagement surveys, analysis and action planning.
  5. Line manage the Internal Communications Officer, supervising work and providing ongoing guidance and support
  6. Work with the Chief Officer and Directors to coordinate leadership communication and staff engagement including Mayoral announcements, briefings, corporate cascade messages, and Senior Management Team meetings.
  7. Support communicators from across the organisation, to work collaboratively and deliver corporate programmes.

This involves:

  • Chairing regular meetings and developing joint work programmes
  • Composing key messages and formal updates, coordinating input from all group members on campaigns, and reporting back on progress made.
  1. Monitor and evaluate the effectiveness of internal communications, feeding back guidance into the wider HR&OD team and SMT.
  2. Provide specific communication initiatives to facilitate change programmes for the Authority's approach for example accommodation strategy, digital transformation, and leadership communication.

What do I need to be successful in this role?

  1. A proven track record of managing and delivering internal communications gained through significant experience in a comparable role in a high profile organisation.
  2. Significant experience in a staff engagement role, implementing programmes and facilitating cultural change
  3. Excellent oral and written communication skills, including the ability to use a variety of media to produce attractive and engaging communications.
  4. Judgement and confidence in communicating messages to varied audiences, media, and political awareness.
  5. Knowledge of content management systems and intranet best practice.

If you have experience facilitating company-wide culture change and are looking for an opportunity to use your skills to create positive change, get in touch 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.

Direct Marketing Officer (3 month FTC)

  • £28000 - £32000 per annum

Direct Marketing Officer (3 month FTC)

We are working with high profile mental health and support charity to hire an interim Direct Marketing Officer. This exciting role is working within the Individual Giving team, where you can have a key impact on the supporter/donor experience. The successful candidate will devise and implement direct marketing communications to prospect and existing supporters, across different products and channels. In this role you will work closely with external suppliers and agencies and act a key contact within the wider organisation to ensure supporters of the charity have the best experience possible.

What will my responsibilities be?

Project management of direct marketing campaigns:

  • Implement direct marketing campaigns across online and offline channels from project initiation, through segmentation, data/media specification, creative approach, production, fulfilment to results analysis, ensuring income and expenditure targets are met.
  • Manage relationships with internal departments and external agencies to maximise the effectiveness of all individual communications.
  • Work with Supporter Services Team and fulfilment house to ensure that donors are thanked effectively for all campaigns.
  • Monitor activity through weekly reports and produces results analysis, campaign and end of year reviews, recommending future developments.

Strategic planning and donor development:

  • Works with the Individual Giving Manager to identify supporters to select for direct marketing appeals and communications, maximising supporter experience and lifetime value.
  • Works with the Database Officers and Data Manager to undertake database analysis, to inform and improve the direct marketing programme.

What do I need to be successful in this role?

Skills and Experience:

  • Hands on experience of direct marketing campaign management across a range of activities.
  • Proven project management, written and verbal communication skills.
  • Sound understanding of customer relationship marketing and integrated marketing communications.
  • Experience of contributing to annual plans.
  • Experience of budgetary control and reporting against targets.
  • Experience of managing suppliers and agencies.
  • Experience of managing digital only marketing campaigns.
  • Experience of reporting and analysing online and offline campaigns.
  • Competent IT skills in standard Microsoft packages.
  • Knowledge of Fundraising regulation, GDPR and best practice.


Qualifications:

  • Degree level or equivalent.
  • Direct / Digital Marketing qualification from IDM, DMA, CIM or IoF, or demonstrable, equivalent experience essential.

If you feel you have the relevant skills and experience to take on this exciting contract, please get in touch 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.

Membership Renewals Co-ordinator

  • £27000 - £28000 per annum

Our client is a dynamic, fluid professional membership body with a commercial, fast paced environment based in the City of London. We are working with them at an exciting period of growth to hire the latest addition for its Membership and Operations team. Playing a crucial role in the delivery of the subscribers and members renewal cycle, you will hold responsibility for delivering excellent customer service and improve retention / renewal rates. You will communicate and suggest improvements to the renewal cycle and deliver regular reporting analyses which will produce emerging trends and insight that you and the team will use to make decisions around the renewals process. You will have the opportunity to engage with Customer Operations as well as Finance with the monthly, quarterly and yearly forecasts as well as tracking income and expenditure budgets.

How will I do this?

* Deliver renewal notifications and reminders, as part of the wider communications
plan that encourages retention and engagement across all membership types.
* To be responsible from a customer perspective for the effective and efficient collection of
fees via Direct Debits, working with Finance to deliver the end-to-end process.
* To manage the bulk lapsing process for all renewal groups, including the monitoring and
reporting of lapsing trends so as to pre-empt and forecast potential retention issues.
* To contribute towards the identification and implementation of renewal strategies in order to
improve retention rates.
* To be responsible for the processing of any Customer Operations purchase orders and
financial adjustments, including tracking and raising any identified issues to relevant
stakeholders.
* To undertake comprehensive data quality checks to ensure the data retrieved is accurate
and relevant prior to information being sent out to the renewal groups, reporting any
anomalies to the relevant stakeholders and working to rectify any issues.
* To manage the third party suppliers for the renewal communications to ensure that the
* To proactively communicate and report on the payment, renewal and lapsing trends of
segmented audience groups, so as to assist in the planning, creation and implementation of
promotional campaigns.
* Report trends and forecasts to the finance team to help with the budget and reforecasting.
Customer centricity
* To develop friendly, positive and supportive relationships with external and internal
customers, and to provide them with excellent service.
* To actively learn from customer feedback, comments and suggestions, including complaints,
to review and improve existing processes, and by doing so to anticipate other
customers' needs. To communicate this knowledge to relevant colleagues and where
relevant take ownership for implementation.

What can we offer you?

Generous annual leave entitlements, in addition to statutory bank holidays and two discretionary days over Christmas
Group Personal Pension Scheme with an employer contribution up to a maximum of 10.15%
Enhanced maternity, paternity and shared parental pay
Interest-free season ticket loan (upon completion of probationary period)
Plus many more attractive benefits

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.

Assistant Policy Scrutiny Manager (4 months)

  • Up to £20 per hour

Assistant Policy Scrutiny Manager - 4 months (till April 2019)

£20.50p/h
SE1, London

The team at Hunter Merrifield are delighted to be working with a leading government agency to hire an Assistant Policy Scrutiny Manager for 4 months. The successful candidate will be re-enable Members to represent the organisation in discussing a large number of technical and policy issues for an independent review.

What is your role in this?

The Committee requires support to undertake the following tasks:

  • Drafting detailed written submissions on the range of planning policy matters related to the draft London Plan to which the Committee has been invited to attend
  • Reviewing and summarising submissions on relevant draft planning policy proposals that have been submitted by a range of organisations that both support and oppose the Assembly's policy positions
  • Drafting and researching briefing papers for Assembly Members that will enable them to fully present and argue the Assembly's position in relation to a number of planning policy issues

What skills do you need to succeed?

  • We are seeking someone with experience of policy analysis and good research and drafting skills
  • Ideally, the person should have experience in planning, housing, regeneration or environmental policy analysis.

This is a dynamic and exciting department and you could be a part of it! 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.

Membership Assistant

  • Up to £22000 per annum

We have an exciting opportunity to work with a vibrant educational charity dedicated to the arts and media industry. The busy Membership Team are looking for a permanent Membership Assistant to join the team in order to enhance the scope of their Membership and support the Events team with their prestigious ceremonies. If you have exemplary customer service skills with an excellent telephone manner this is the role for you! Your duties will include:

  • Processing new member applications and welcoming new members putting together welcome packs and issuing membership cards
  • Maintaining the CRM database system, updating activity, payment and contact details
  • Assisting in processing membership renewals and payments, raising invoices and receipts
  • Dealing with telephone enquiries from both new and existing members as well as the public
  • Dealing with email enquiries from both new and existing members as well as the public
  • Providing general administrative support to the Membership Manager and Chief Executive
  • From time to time assisting with reception duties; greeting guests, telephone enquiries etc.
  • The opportunity to provide assistance to the Events team conferences and Awards ceremonies

Essential:

Proven IT skills, particularly with Microsoft Outlook, Excel and Word.

Proven experience of CRM database systems - CiviCRM desirable.

Presentable and friendly manner.

Good telephone skills.

Good written and oral communication skills.

Good customer service skills.

Good administrative skills.

Ability to work flexibly as a member of a small team managing a large workload, prioritising to enable deadlines to be met.

Desirable:

Experience of database system.

Experience in an administration role.

Experience of accounting systems.

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.

Interim Governance, Council and Committees Manager (4 months)

  • £140 - £150 per day

Interim Governance, Council and Committees Manager (4 months)

£140-£150 per day

Central London

We are delighted not be working with an exciting and innovative Science and Education charity to hire a temporary Governance and Committee Manager for a period of 4 months. The successful candidate will be responsible for the overall stewardship of the Council and its Committees and will be required to provide an exceptional level of service as well as begin a review of bylaws. We are looking for someone with proven experience in a membership body, who has worked closely with extensive knowledge of legislative and regulatory governance and compliance.

What will my responsibilities be?

  • Maintain exceptional knowledge of relevant legislation and the regulatory environment, develop and oversee the systems that ensure compliance
  • Ensure that governing documents (Charter, By-Laws and Regulations) are reviewed regularly and updated to ensure compliance with regulatory, legislative and corporate requirements
  • Act as Secretariat to the Council and the following committees: Executive Board; Nominations; Senior Officers; Resources and Audit & Risk. This responsibility is administratively supported by the Executive Assistant
  • Manage the annual process of election and appointments to Council and its committees, maintain and update lists of committee members, coordinate appointments and advise on expiry of tenure
  • Coordinate the timely preparation and dissemination of agendas and papers, ensure that decisions and recommendations from each meeting are correctly recorded and that all actions agreed by Council are undertaken

What do I need to be successful in this role?

  • Extensive knowledge of legislative and regulatory governance and compliance requirements gained through experience in a similar senior role within the membership sector
  • Demonstrable experience of servicing Council/Trustee bodies - overseeing nomination/election processes; organising multiple Council/Trustee Committee meetings during the course of the governance year, producing minutes of those meetings and proactively ensuring all action points are completed as per agreed timelines
  • Proven experience of working on a range of simultaneous responsibilities
  • Commitment to the delivery of the highest level of governance best practice

If you feel you have the relevant skills and experience and are looking an opportunity to work with a dynamic and exciting organisation, 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.

Membership Engagement Coordinator (9 Month FTC)

  • Up to £25000 per annum

9 Months FTC - £25,000 (pro rata)

EC1, London

We have an excellent opportunity for an experienced membership administrator from a professional body background to develop their skills and work and support a passionate and dedicated team. This role is working for a specialised Royal society and will be a key part of their exciting new member engagement strategy.

The successful candidate will be an excellent as there will be a high degree of interaction with both members and potential members. It is a diverse and interactive role, requiring attention to detail, the ability to prioritise and manage time effectively.

What will my key responsibilities be?

  • Dealing with general enquiries relating to professional accreditation via a variety of methods, including phone and email
  • Dealing with general enquiries relating to member engagement via a variety of methods, including phone and email
  • Support secretariat: assisting with all aspects of preparation for the work of the Professional Affairs Committee
  • Support secretariat: assisting with all aspects of preparation for the work of the Academic Accreditation Committee
  • Coordinating and supporting the work of the society's sections, special interest groups, and local groups
  • Assisting with the planning and coordination of section and local group meetings and webinars
  • Assisting sections and groups with the AGM process; Checking the membership status, length of service of new committee members
  • Collating web updates, including the online repository

What do I need to be successful in this post?

  • Proven experience providing administrative support in a Membership setting
  • Confident telephone manner with the ability to effectively communicate and engage with a wide range of people
  • Ability to work toward tight deadlines and to manage priorities
  • Strongly motivated to achieve results, with a high degree of professionalism
  • Results driven and team oriented

If you feel you have the relevant skills and experience we'd love to hear from you, so 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.

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