Membership Engagement Officer - Financial Services

Ultimate Banking Ltd
14 May 2017
13 Jun 2017
Contract Type
Full Time

Our client, a successful, small but growing financial services organisation, are recruiting for a Membership Engagement Officer, a new role to the organisation, to help achieve their ambitious plans for the future. The main focus of the role is to deliver continuous improvement in the organisations engagement with members and prospective members, resulting in a net member increase.

The main duties will be:

Improving the Customer Experience

  • Assist with CRM system implementation and development, highlighting both quick wins and slower burn opportunities for increased business in all areas of customer interaction
  • Assist with the introduction of an online portal to improve member interaction
  • In liaison with the Customer Services team map Customer Journeys, identifying and then delivering areas for improvement
  • Be responsible for delivering market research initiatives

Member retention and new business generation

  • In close cooperation with other team members, plan and deliver campaigns throughout the year delivering increased new and repeat business
  • Work with agencies to generate creative platforms for use across all channels
  • Propose, deliver, analyse and optimise retention, cross/up-selling and advocacy marketing initiatives
  • Monitor progress towards KPIs set with the Sales & Marketing Director, providing analysis, suggested changes, weekly updates and formal quarterly reports

Member Communications

  • Plan the distribution of Annual Statements
  • Plan the AGM invite mailing and online voting system
  • Coordinate the design of the Annual Report and Accounts
  • Support the development and implementation of the content calendar

Member Benefits

  • Propose and deliver a package of Member Benefits, including current and new initiatives

AGM and other Member Events

  • Plan and manage the following events, constantly seeking to improve on previous occasions:
  1. Annual General Meeting (together with Company Secretary)
  2. Members’ Forum (including focus group style sessions)
  3. Meet the Board/Members’ Day


  • Keep abreast of relevant trends and innovations, making recommendations on their adoption
  • Provide copy support (brochure alterations, print newsletter, letters, emails, social media output, etc.)
  • Ensure that all output complies with financial services regulation
  • Any other duties as required by the Sales & Marketing Director

Key skills and experience required:

  • Working in a membership-based organisation
  • Campaign planning and management
  • Customer experience optimisation
  • Event management
  • CRM systems
  • Excellent planning and organisational skills
  • Relationship builder and strong communicator
  • Copy writing and strong attention to detail
  • Outgoing, friendly & positive
  • Self-motivated, dynamic & proactive
  • Hard working and results-focused