Commercial Director/Head of Membership Insight Team

Reporting to (job title): COO
Objective of role:
• Lead and develop the Membership Insight Team
• Maintain and build upon TheCityUK’s membership proposition to achieve agreed income and profit targets
• Develop a client acquisition and retention strategies which align with TheCityUK’s strategic agenda, fulfils existing members’ needs, broadens the scope of relationship with members, and profitably increases TheCityUK’s membership base
• Manage the client strategies for TheCityUK which ensures the organisation has a structured and effective approach to interacting with its key stakeholders and expands its reach and influence with key Financial Services industry organisations and professional services.
• Seek out new income streams which will add to the brand of TheCityUK
Direct Reports:
• Account Director
• Account Manager
• Executive, Membership Development x 2

Key Activities & Responsibilities

Key account planning and management

  • Lead and manage the Membership Insight Team (MIT), including setting and monitoring team objectives and development plans.
  • Identify and improve MIT’s operational processes and systems to improve knowledge sharing and cross-organisation collaboration.
  • Manage and deliver MIT’s budget and targets.
  • Identify and specify best practice account management techniques and processes to provide a benchmark to the MIT.
  • Work with the COO/CFO and MIT to identify membership ‘targets’, develop and refresh the client acquisition strategy for new members and track progress against performance.
  • Deliver on new membership targets as agreed with the COO/CFO. These will be delivered by acquiring members, retaining existing members and profitably delivering new income streams.
  • Work with the COO/CFO and MIT to develop and refresh a client retention strategy and measure performance against targets.
  • Ensure the membership proposition is current and attractive by using intelligence/research to tailor membership proposition to increase its relevance to subsections of members.
  • Monitor member engagement across all levels of membership.
  • Manage the risk register and associated actions to minimise member loss.
  • Build and manage relationships with key members to cement their membership and seek to add value to it.
  • Establish and build a network of relationships with members and individuals to broaden TheCityUK’s network of relationships and increase the membership base.
  • Develop and implement an approach to analyse and segment the membership base to understand members’ priorities, needs & interests.
  • Ensure intelligence on member needs and priorities is fed into TheCityUK strategy development process.
  • Monitor the delivery of periodic account reviews (e.g. 4 or 6 monthly).
  • Represent TheCityUK at events, as required.
  • Manage escalated member queries or complaints.
  • Undertake any other duties which may reasonably be requested and are commensurate with the post.

Key Relationships & Interfaces

• TheCityUK’s CEO.
• TheCityUK’s Executive Committee and colleagues.
• Leadership Council members.
• Board of Directors members.
• Chair and members of TheCityUK’s key committees.

• City of London Corporation.
• Key contacts within member organisations and representatives.
• Key industry bodies and individuals.
• FCO, DIT and other Government departments.
• Other external influencers as appropriate.

Person Specification

  • Leadership in a mid-market or SME firm with solid commercial experience.
  • Financial and/or related professional services experience.
  • Familiarity with membership organisations.
  • Proven track record managing development of membership, with significant experience planning, delivering and exceeding performance and targets.
  • Excellent verbal and written communication skills, membership engagement skills and the ability to liaise and present confidently at all levels.
  • A strong track record of delivering results; both as part of a team and an individual.
  • Demonstrable track record of innovation which delivers value and development of customer expectations and industry requirements.
  • Experience of revenue budget management.
  • Educated to degree level or relevant industry experience.

About TheCityUK

TheCityUK is the industry-led body representing UK-based financial and related professional services. In our 10th anniversary year, we continue to champion and support the success of the ecosystem, and thereby our members, promoting policies in the UK, across Europe and internationally that drive competitiveness, support job creation and ensure long-term economic growth. The industry contributes over 10% of the UK’s total economic output and employs more than 2.3 million people, with two thirds of these jobs outside London. It is the largest tax payer, the biggest exporting industry, generates a trade surplus almost equivalent to all other net exporting industries combined. It also makes a real difference to people in their daily lives, helping them save for the future, buy a home, invest in a business and protect and manage risk. @TheCityUK.

Closed for new applications.