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Proposition & Services Manager - Membership

Role Summary:

This is an exciting opportunity to join the marketing and products team tasked with driving the ambitious commercial growth plans of the business by growing membership in the SME / MSB segment and securing their membership.   

The role holder will be primarily responsible for ‘owning’ end to end the SME/MSB proposition - researching and understanding what current small members and potential members need, helping to develop, test and implement products and services that ‘GET, KEEP and GROW’ membership in this important segment of customers. 

This role will have one direct report.

Key responsibilities:

Developing the proposition offer to meet the needs of SME/MSB CBI members.
What does this look like in practice? 

  • Manage in life the CBI experience of SME / MSB members – including service, issue resolution, on boarding new members and driving membership value appreciation – mainly via exploitation of digital tools and communication methods.
  • Secure these members with excellent products, service and engagement with the proposition.
  • Develop tools and products to enable the CBI to listen and respond to the issues facing these businesses -eg survey’s polling etc.
  • Work with marketing, events, policy and membership colleagues, to create and own a number of standard product options based on our influence, insight and access features – such as MSB conferences, Networks and content aimed at supporting them to grow their business.
  • Understand how these options can be deployed and work with policy and events colleagues to embed their use by the membership segment.
  • Manage the Associate Membership offer.
  • Work closely with the Enterprise Forum chair and members.

Provide excellent customer service to reduce churn and grow membership loyalty in the segment.
What does this look like in practice? 

  • Track member health, analysis of member needs – respond to opportunities to improve.
  • Develop with marketing operations a Membership communications plan – from onboarding, inlife and retention.
  • Work closely with the CBI’s policy team to understand upcoming content plans and understand how they can best meet the needs of the segment and look at innovative ways to develop the product to appeal to the segment.
  • Identify and develop a creative commercial plan that best utilities the content to meet member need (member engagement opps, outputs for members, commercial opportunities) based on the content plans. This could be written materials, learning and development opps inc. workshops or conferences, good practice sharing, access to business and government experts etc.
  • Deliver a ‘light touch’ service model for members which can be delivered digitally, (effectively ‘Account Management’ at scale).
  • Manage ‘Member Help’ function and incoming contacts from membership enquiries – secure new members from leads generated.

Ensuring all products/services created are effectively campaigned to members and a wider business audience to ensure they are commercially successful and return the expected ROI ongoing.
What does this look like in practice? 

  • Effective marketing planning: identify audience and develop and own an appropriate marketing plan.
  • Provide content and systems support for outputs and ensure design and member comms time is booked as appropriate. 

Ensuring the proposition evolves with member needs
What does this look like in practice? 

  • Monitor media and membership feedback to identify key current opportunities.
  • Listen and attend membership events/meetings to understand member demand and current issues, developing a strong understanding of customer needs.
  • Feed this back in policy & product meetings.

Knowledge and experience:

Essential

  • Experience of commercial negotiation or of business development or account management.
  • Experience of managing a product or service line.
  • Experience of designing and managing multi-channel, marketing plans and campaigns.
  • Copywriting to communicate effectively with membership.
  • Experience of identifying and delivering new business opportunities.
  • Strategic awareness of challenges and opportunities facing businesses operating in the UK.
  • Creative and imaginative approach to problem solving.
  • Strong interpersonal skills and organisational skills.

Desirable

  • Worked with scale ups and enterprise businesses.
  • Marketing qualification or experience.
  • Experience of business analysis and working with data to drive decisions.
  • Line management experience.

Behaviours:

  • Collaborative – Listening, seeking views and sharing information; constructively challenging when appropriate.
  • Taking ownership – Ensuring delivery and holding others to account; can influence, irrespective of hierarchy.
  • Agile – Proactive and responsive to provide a strong member service; responding positively to shifting priorities.
  • Commercial – Awareness of the wider business environment, working with Commercial teams to increase the diversity of events and membership.
  • Innovative – Exploring, sharing and integrating best practice; generating new ideas and challenging a mind-set of “what we’ve always done”.
  • Analytical – gathering information and using logic to analyse, problem solve, evaluate risk and make decisions.

Flexible working:

At the CBI we recognise the advantages that flexible working patterns can bring. We’ll always fully consider flexible working and we will aim to facilitate different patterns of work wherever we can. We have great I.T. support which allows our people to work from a variety of locations, and we aim to strike the right balance between work and life.

How to apply: 

Please submit your applications to recruit@cbi.org.uk with 'Proposition & Services Manager' as the subject.