Membership Account Manager

Membership Account Manager

Reporting to:
Salary:
Hours:
Terms:
Direct Reports:
Location:

Head of Food & Community
£29,000-£30,500 pro rata
37.5 hours per week
Permanent
Membership Coordinator 1.5 FTE
Bristol

About FareShare South West
FareShare South West (FSSW) joins the dots between food waste and hunger, empowering
communities to turn an environmental problem into lasting social good. We rescue tonnes of
quality surplus food from the industry and share it with charities and schools to bring health,
dignity, and routes out of poverty for people across the south west. Our supportive volunteering
and employability programmes offer local people the opportunity to thrive. By joining us, you’ll
be part of an inclusive, friendly team in a small but fast-growing charity that helps fight the
injustice of who gets to afford a healthy diet.

FareShare South West is an independent local charity, working in partnership with FareShare
UK. By being part of the national FareShare network, we can help rescue more food. By being
small and independent, we can remain close to our local partners and people and continuously
adapt to meet the needs of local communities. The member charities we share food with
transform lives, using food to connect people with other support and routes out of poverty,
including children and families, people on low incomes, homeless people, refugees, domestic
abuse survivors, people in recovery, older people, and many others.

Purpose of the Role

The Membership Account Manager leads the development, delivery and growth of FareShare
South West’s membership programme across the West of England region. The role ensures that
Community Food Members (CFMs) receive an outstanding experience, that surplus food is used
effectively to strengthen communities, and that membership growth aligns with organisational
strategy. Through excellent relationship management, data-driven insight and collaborative
working, the postholder drives recruitment, retention and development of CFMs, ensuring
FareShare South West maximises its impact across the region.

Membership Management

•  Provide account management to all CFMs, resolving issues quickly, and provide
enhanced support for key groups (e.g., large CFMs, programme-funded CFMs,
high-impact beneficiaries).

•  Oversee member onboarding, service changes, cancellations and annual renewals.
•  Manage all member engagement through the CRM (Customer Relationship

Management) system, ensuring accurate and up-to-date data.

•  Work closely with the Finance Manager to oversee annual renewals and support the

recovery of late or missed payments.

•  Coordinate member communications with the Communications Team to ensure a

high-quality CFM experience.

•  Use data and insight to track engagement, inform improvements and support

retention.

•  Manage the delivery schedule, including updates to food profiles, contact details

and addresses.

•  Support or cover the CFM Support Officer by writing orders for allocated members.

Membership Recruitment

•  Research new markets and potential members by geography, sector, food use or

organisational type, maintaining a database of prospects.

•  Working with other FareShare network partners, and our delivery partner in Exeter,

Exeter Food Action, identify and develop new members.

•  Support the Head of Food & Community with recruitment campaigns, outreach,

events and sector-specific engagement.

•  Ensure a seamless onboarding process for all new members
•  Document and report recruitment activity and progress of prospective members

towards membership.

Membership and Community Development

•  Support the development and introduction of new surplus food types (e.g., frozen,

relabelled, catering packs) into the membership offer

•  Work with the Head of Food & Community to establish a refreshed, high-value

membership service aligned to food supply, logistics capacity and community need

•  Contribute to the development and scaling of membership programmes across

regions (e.g., Crisis Resilience Fund).

•  Support delivery of the membership strategy, meeting budget expectations and

ambitious growth targets

•  Act as a passionate advocate of FareShare South West, representing the

organisation confidently to internal and external stakeholders.

•  Assist in the compiling of reports for FSSW communications and Programme

funding.

Team Management and Support:

•  Lead and develop team members, including recruitment, supervision, appraisals,

wellbeing and professional development

•  Support the Head of Food & Community to develop a high performing culture across

the membership team, working closely with teams in food, operations and
volunteering.

•  Support an inclusive, supportive and purpose-driven culture that motivates staff to

•

contribute to the charity’s mission.
In line with FSSW’s growth and in working with the Operations Team, develop
systems and procedures to ensure the efficiency and smooth running of deliveries,
collections and systems

Health, Safety and Compliance

•  Ensure compliance with FareShare UK standards, Food Safety and Hygiene

Regulations.

•  Ensure teams understand and comply with organisational policies, food safety

requirements, health and safety legislation and safeguarding responsibilities.

Person Specification

Essential

•  Experience in account management, customer service or membership

management.

•  Strong relationship-building and communication skills, with confidence engaging

diverse stakeholders.

•  Ability to manage data accurately using CRM systems and apply insight to improve

services.

•  Highly organised, proactive and able to manage competing priorities in a fast-paced

environment.

Desirable

•  Experience in the charity, community, food redistribution or voluntary sector.
•  Experience supervising or managing staff.
•  Experience in outreach, recruitment or business development.
•  Understanding of food safety, logistics or supply chain operations.
•  Experience supporting organisational change or service development.
•  Ability to represent an organisation professionally to external partners and networks.