Member Operations Manager - (Fixed Term Contract)

Physics has a really important role to play in tackling global and domestic challenges facing us today, such as climate change, improving cancer detection the green economy, plastic waste and skills development.

To ensure a thriving physics membership that contributes to innovation, discovery, research, growth and debate, we are looking for a Member Operations Manager for a period of 18 months to support us in our mission to transform the physics landscape for the UK and Ireland.

This is your chance to shape the future of our membership experience and drive the success of IOP’s membership activities, and play a vital role in refining and enhancing our end-to-end membership operational processes. You will have a track record of implementing improvements and efficiencies to drive member recruitment and retention. You will also implement advanced reporting and dashboards to monitor the performance of our membership activities.

What is it like working at the IOP?

The IOP is a friendly and ambitious organisation. Inclusion and diversity are central to our work, and we have a ‘work anywhere’ (within UK and Ireland) policy to make working at the IOP as flexible as possible. Looking after our colleagues and supporting them in life and work is our priority, ensuring they can live their best lives, with competitive salaries and generous benefits.

What will I be doing?

• Manage the development and delivery of efficient and effective membership operational processes and ways of working supporting the delivery of a valued membership experience and member offer
• Utilising the potential of our CRM to streamline processes to improve the member experience.
• Manage, lead and develop a small operational team.

Projects you work on may include:

• Developing and managing the delivery of campaigns to recruit and onboard new members
• Managing the annual subscription process by developing membership retention strategies and targets, and managing and delivering campaigns and communications designed to retain existing members

• Using dashboards to monitor and report on membership and professional registration performance, establishing targets, measures and datapoints

Who will I work with?

• The IOP’s Membership department, as well as colleagues from across the organisation, as well as IOP Publishing
• All IOP members and our member networks
• Our governance committees that provide strategic guidance

Ideally, we hope you’ll apply if your skills include:

Essential Criteria

• Managing services in a customer or member facing environment
• Knowledge and understanding of managing membership processes
• Experience of using CRM/stakeholder management systems and interrogating data and reporting
• The successful candidate will have experience of all aspects of managing a membership retention and recruitment scheme. The candidate will coordinate our strategy to ensure continued member growth, support the recruitment and lead the onboarding of new members as they start their journey with us.

Nice to have

• Knowledge of UK Gift Aid, Data Protection, VAT, and other legislation concerning membership
• Managing assessment processes and procedures, ideally in a membership or professional registration context, and working within standards and frameworks
• Experience of working with internal specialists to deliver multi-channel marketing campaigns

No candidate will meet every single desired qualification. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you!

The person

We are seeking a data-driven membership professional who is confident using a complex/effective CRM to drive decision making around onboarding and retention strategies. A superb communicator who enjoys all aspects of the membership journey and is comfortable managing the renewals and retention process as you are engaging with members at all levels.

Application

Alongside your CV, please ensure you include a cover letter stating how you meet the person specification. 

Ask us anything session: Below is a link to a quick run-down of the role, the team, our plans, culture and current processes: https://youtu.be/n8gNK7fFd6E?si=OpBMP5TwlDm9kKyd

How will I be working?

The Institute of Physics is an inclusive employer, and our people are at the heart of our approach to delivery. Following the impact of the pandemic, we have developed a new, innovative and exciting trust-based model of flexible working, called “how we work”. This empowers our staff to choose both individually and as a team how, when and where they work to deliver the goals of the organisation, acknowledging that there will be occasions where in-person meetings, collaborations and events will help generate greater impact. The How We Work initiative is based on the principles of collaboration, trust, flexibility and agility. You will be allocated a ‘base’ office which can also be a chosen place of work. 

Why should I want to work for the IOP?

The Institute of Physics (IOP) is the professional body and learned society for physics in the UK and Ireland. We seek to raise public awareness and understanding of physics and support the development of a diverse and inclusive physics community. As a charity, we’re here to ensure that physics delivers on its exceptional potential to benefit society. 

We have an ambitious corporate strategy and you’ll play a part in helping us to deliver it.  There’s never been a more exciting time to join the IOP; watch our film to find out more about our work. 

As well as a competitive salary and professional development opportunities, we offer employees a comprehensive benefits package including:

• An excellent pension scheme
• Private medical insurance
• Generous annual leave (25 days starting as a standard pro rota where required)
• Gym Membership (via salary sacrifice)
• Company closure between Christmas and New Year and much more!  

To apply for this role, please click the link below. Best of luck with your application!

The Institute of Physics is an open and inclusive organisation that welcomes and celebrates diversity.

The Institute of Physics is an equal opportunities employer. We request no contact from agencies or media sales.