Membership Experience Manager

December 2025

Job description

Membership Experience Manager

Reports to:
Based at:
Salary grade table:  Services (SE3)
Line management:  3 FTEs
The role:

Director of Membership, Services and Volunteering
Coeliac UK Head Office, High Wycombe

The Membership Services team ensures excellent member
experiences and operational delivery of the charity’s membership
scheme. The Membership Experience Manager is responsible for
leading the Membership Team to deliver high quality services to
existing members, oversee membership operations, implement
acquisition and retention strategies to support the charity’s growth
and engagement goals. This role partners closely with managers to
build cohesive teams, across the Membership, Services and
Volunteering Directorate and Audience Engagement Department to
create a positive and productive workplace culture.

Key responsibilities

•  Work closely with Director of Membership, Services and Volunteering to manage

and deliver direct member services and positive experiences, adding value and
creating high levels of satisfaction and retention.

•  Support and implement plans for the charity’s membership scheme considering
fees, personalisation and efficiencies to deliver a highly valued scheme for
members, generating sufficient income for the charity
Lead day to day activities in the membership journey from prospective
membership enquiries to joining, to new member communications through to
renewal and reactivation strategies
Ensure the consistency and accuracy of all direct support and information to
members, prospective members and other stakeholders across our
communication channels, including our Helpline
Work with all teams across the charity to maximise engagement with membership
acquisition, retention, fundraising and marketing strategies
Collaborate across teams to deepen member engagement by driving participation
in volunteering, mentoring, advocacy and fundraising initiatives
Track key performance indicators and analyse and report on member behaviour
and scheme initiatives to identify opportunities for improvement and future
development
Co-create content for digital and printed membership focused collateral
Support Coeliac UK’s community outreach programme, which may include out of
hours working.

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Knowledge, skills and experience

•  Experience of delivering excellent service in a membership role
•  Excellent communication skills – verbal and written
•  Numerate with necessary skills to produce, monitor and interpret complex data
•  Experienced and supportive team leader with the ability to develop and motivate

a team

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•  Able to manage complex projects on time and to budget
•  Ability to manage workload on own initiative within a team environment
•  Proficient in GDPR compliance and monitoring

•  Ability to demonstrate Coeliac UK’s values.

Competencies

1: General profile

Monitors, co-ordinates and supervises the daily activities of staff in an assigned work
area in similar or related disciplines
Experienced. Fully competent in own area. Shares own expertise with others; provides
guidance and support to others
Resolves problems through immediate actions or short-term planning and sets priorities
to ensure task completion
Maintains orderly work processes by co-ordinating work flow and work quality. Adheres
to established practices and procedures in work area
Builds an environment that supports cooperation and cohesiveness among the direct
work team and within other areas in the organisation
2: Technical expertise; building & maintaining

Demonstrates depth/breadth of knowledge/skills in own area; may be acquiring
knowledge of other disciplines/areas
2: Technical expertise; applying & anticipating

Applies knowledge/skill through handling complex problems and/or managing work
which may extend beyond own area of expertise; shares expertise with teams and
other work groups
3: Client/organisation orientation; client response

Understands client needs and identifies solutions to non-standard tasks/queries;
actively seeks and closes opportunities
3: Client/organisation orientation; organisation understanding

Decisions impact primarily on own work group/team; may have an impact on
department objectives
3: Client/organisation orientation client response; costs

Manages departmental costs

4: Creating & delivering solutions; problem solving

Resolves problems through immediate actions or short-term planning and sets priorities
to ensure task completion
4: Creating & delivering solutions; planning & organising

Maintains orderly work processes by co-ordinating work flow and work quality. Adheres
to established practices and procedures in work area
5: Working relationship; communicating, negotiating & influencing

Builds an environment that supports cooperation and cohesiveness among the work
team and with other areas within the organisation
5: Working relationship; teamwork, coaching & guiding

Oversees the day-to-day activities of work group/team; accountable for work
group/team results
5: Working relationship; networking

Creates extensive networks internally and externally

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This job description is not intended to be an exhaustive list of duties to be performed by
the employee. This job description may be altered to reflect the needs of the charity.

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