Job Description:
This is an opportunity to join an exciting, high growth business whose head office is based in Devon. The role is home based but has the need to be able to travel to Devon for occasional meetings as required.
The vacancy is for a full-time, fixed term contract for a Member Services Manager to join our Member Services Team. This role will report to the Head of Operations.
The key purpose of this role is to lead the Member Services and Thrive-Online teams in providing a first-class membership service to Thrive’s ordinary and licensed members. The requirements of the job will be many and varied, commensurate with the needs of a dynamic, high growth business. Leading the Membership Services Team, responsibilities will include, but not be limited to:
- Ensuring exceptional customer service and relationship building
- Overseeing and developing communications with members, in collaboration with the Marcomms team and in response to need
- Critically evaluating activities and contributing to improved processes and membership services
- Maximising the number of licensed members that renew their annual licence and minimising drop-offs
- Management of all aspects of trainer development to include but not be limited to the Annual Trainer Seminars, Trainer Quality Assurance and New Trainer Mentoring for newly qualified trainers
- Supporting the regional team with retention of settings based on Thrive-Online data
- Attendance at monthly managers meetings and preparation of associated reports
- Working collaboratively alongside all other managers to ensure that operational targets are met
- Continuing to develop and administer a comprehensive package of membership benefits
- Overseeing and leading departmental and inter-departmental projects when needed
- Driving process and systems change in line with company growth
- Liaising with the wider organisation to feedback and feed forward key membership and Thrive-Online information
- Mentoring and developing team members
Person requirements:
To be considered for this role, you will have the following attributes:
- Ability to build and develop strong and nurturing relationships with all team members and clients
- Ability to be respectful and inclusive of others
- Ability to work collaboratively with other internal teams
- Ability to work on own initiative as well as part of a team
- Ability to organise, prioritise and multi task, whilst being confident to make decisions in a fast-paced environment
All Thrive personnel are expected to subscribe to our quest to make the Thrive Approach accessible to every child with emotional and social development needs. In addition, you are expected to:
- Hold the vision of a world where all children’s emotional and developmental needs are met
- Embody Thrive’s core values which are to be warm hearted, committed and eager to make a difference, pragmatic, straight-forward and fun
Irrespective of job title and job description, a general requirement is for you to remain flexible and responsive to the needs of our clients, the business and other members of the team.
Essential skills, knowledge and experience:
- Experience working within a member services focused role
- Familiarity with CRM systems and database management
- Ability to work on multiple projects at once
- Excellent communication skills; written and oral and an excellent telephone manner
- First class customer service and relationship building skills
- Demonstrate commercial awareness
- Highly numerate and literate
- Attention to detail and a high level of accuracy
Desirable skills, knowledge and experience:
- Educated to degree level
- Previous team leader/management experience
Package
- Annual salary dependent on qualifications and experience
- Holiday entitlement of 25 days per annum plus bank holidays (pro-rata)
- Discretionary annual pay review
- Discretionary annual bonus
- Fun fund for company events
- On-site parking
Employment will be subject to:
- Receipt of two references, one of which must be from your most recent employer
- Confirmation that you are eligible to work in the UK
- The satisfactory outcome of a check by the DBS
- Satisfactory completion of probationary period
*Due to Covid-19 we are currently working from our homes. All applicants must ensure they have adequate space to work from home with stable wifi connection until further notice.
If you are someone seeking to make a positive contribution to the growth and success of a remarkable organisation, and you have a genuine passion for member services, you should email your CV and covering letter to the HR Team at human.resources@thriveapproach.com
Key dates:
- Applications close on Tuesday 9 March 2021
- 1st stage interview – 18th March 2021 (TBC)
- 2nd stage interview – 22nd March 2021 (TBC)
- Start date Tuesday 1 June 2021