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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.

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.

Membership Account Executive

  • Up to £24000 per annum Commission

Our client, a leading membership organisation, based in the heart of the West End, is looking for a highly self motivated and professional individual to support the account manager to effectively deliver a recruitment and retention strategy.

The ideal candidate will have previous experience working within a membership or customer focused environment.

Key Responsibilities:

Collecting renewal payments in the designated time.

Support the Account Manager in the management, analysis and upkeep of the team portfolio for members.

From within the portfolio identify key members/contacts and ensure they are fully engaged and are utilising information and have access to:

  • Sector/channel councils (and interest groups)
  • Legal services
  • Events and workshops
  • A quarterly activity report

A successful account executive will work collaboratively with colleagues and provide the necessary support to members. They will also use their commercial skills to identify and develop additional revenue opportunities beyond the annual membership fee:

  • cross selling opportunities
  • possible new sponsorships

Provide advice to members either directly or through liaison, including

  • Legal and regulatory affairs
  • business advice on trend forecasting
  • exchange of knowledge and ideas on Best Practice
  • Introduce members to each other where appropriate to help them develop their business opportunities

The AE's role is a balance between supporting the AM and a member facing position - the AE is expected to meet their members in person through "field-based" member visits/presentations expected to have a number of meetings per week (including evening events) and is expected to participate in events and activities.

General

Meet all internal reporting requirements

Keep updated on trends and issues affecting the Marketing sector generally.

In conjunction with appropriate staff, ensure that Office, and Health and Safety and Data Protection procedures are complied with.

Undertake such other tasks and duties as may be required from time to time.

Experience and Background

The successful candidate should be energetic, vibrant, enthusiastic and collaborative.

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 Manager

  • £28000 - £32000 per annum

London, Permanent £28k - £32kpa

We are delighted to be working with an innovative and dynamic membership body in the heart of the West End. Dedicated to providing excellence, guidance and information to their members.

They are looking to appoint an experienced Membership Manager on a permanent basis, to deliver and contribute on the departments continued success.

You will be an essential part of the organisations structure and responsible for the day to day activities relating to the recruitment and retention of members.

Job Purpose

  1. To manage the organisations processes for the annual renewal of individual membership.
  2. To identify, develop and implement strategies to
  • maximise income from individual members
  • develop a positive experience for our members which encourages renewal
  • rationalise processes as appropriate to improve the efficiency of our income gathering operations.
  1. To manage individual member data to ensure that it meets organisational needs, is in line with good practice and consistent with organisational data protection policies.

What are the requirements you will have be considered for this role?

  1. Review and prepare individual members' data for the annual renewal process, to ensure that the list of members being approached to renew is accurate and appropriately targeted to maximise income.
  2. Agree, implement and monitor a team- wide annual schedule of renewal communications, to ensure that the bulk of income from individual members of all grades is collected by the end of quarter one.
  3. Identify and implement a series of communications and/or actions to approach lapsed and at risk members and to encourage their payment and return to active membership, including working with the Business Development Managers to enable them to maximise retention in their geographic areas of responsibility
  4. Ensure that the procedures for collection and the documentation of subscription payments by all methods are documented and up to date and understood by Membership and other teams on whom they may have an impact.
  5. Develop intelligence on retention within the EI's membership, including reporting on retention levels by grade, why members join and the reasons why members chose not to continue with their membership.
  6. Contribute to the development of materials and strategies to encourage member's understanding of the value of membership and to support and improve retention.
  7. Identify the payments against which a claim may be made annually for Gift Aid and develop and implement strategies to maximise the revenues which can be derived from Gift Aid.
  8. Manage the process of generating data for the collection and operation of the Direct Debit scheme to ensure that Direct Debits is carried out efficiently, effectively and in line with good practice.
  9. Report monthly on income received, and outstanding, from individual members.
  10. Contribute to the development of the wider team to ensure that there is a good understanding of membership renewal and retention issues.
  11. Respond to enquiries from members and others about all aspects of their membership, taking payments, issuing receipts and updating records etc as necessary.
  12. Develop work plans for staff under supervision to ensure that targets for member renewals, retention and data accuracy are met and that staffing resources are used effectively.

If you would like to know more for an informal chat, please contact Hunter Merrifield on 0207 759 7929 or apply online.

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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