Membership Experience Manager

Membership Experience Manager - Customer Service / Digital / Defence / Hybrid - London - £35,000 + Bonus

A leading and growing digital business based in London is seeking a proactive, customer-focused Membership Experience Manager to lead and enhance customer service operations related to their membership offering. As a pivotal part of the membership function, this role is responsible for ensuring a seamless, responsive, and engaging experience for their members. From onboarding to renewal, you will improve processes and drive member satisfaction and retention as well as constantly improving the customer experience. The ideal candidate will manage member communications via various channels, address and resolve complaints as well as guiding new members through the signup process and utilise Microsoft Dynamics for renewals and billing. Additionally, you will stay up to date on membership rules and promotions, develop customer service standards and analyse member feedback to recommend improvements.

This is an exciting opportunity to manage and deliver customer experiences in a high-growth PE backed Media organisation through an exciting period of growth.

Skills:

• Time Management
• Excellent Communication Skills
• Proven customer experience expertise
• Strong relationship-building skills
• Ability to use Microsoft Dynamics functions
• Effective team collaboration skills

Responsibilities:

• Customer-first mindset
• Managing CRM queries and billing responses
• Empathy and efficiency in communication
• Highly organised and detail-oriented
• Forever-beta mindset for continuous improvement
• Proactive and adaptable in a fast-paced environment
• Strong problem-solving abilities