Membership Officer

Job title
Department
Reports to
DBS Required
Contract Type
Hours
Salary

National Botanic Garden of Wales
Job Description

Membership Officer
Marketing
Head of Marketing, Communications and Engagement
Basic
Permanent
37.5 Hours (1.0FTE)
£26,000-£28,000 Per annum

About the Garden
The National Botanic Garden of Wales (NBGW), established in May 2000, is a registered charity and company limited
by guarantee dedicated to plant science, conservation, sustainability, education, and Welsh cultural heritage.
As  one  of  Wales’  leading  visitor  attractions,  it welcomes  over 214,000  visits  annually  and  is  home  to the world-
renowned Great Glasshouse, a national nature reserve, and an organic farm. With a team of around 100 staff in peak
season,  the  support  of  up  to  300  volunteers  contributing  over  30,000  volunteer  hours  each  year,  and  a  vibrant
community of 11,000 members, the Garden generates approximately £4 million in annual income.

Description of Role
The  Membership  Officer  is  responsible  for  supporting  the  growth,  engagement,  and  retention  of  the  Garden’s
membership base. This role involves administrative duties, database management, member communications and
liaison, membership sales and customer service. The ideal candidate is detail-oriented, organised, and committed to
delivering excellent member experiences and achieving membership growth targets.

The Membership Officer will work collaboratively with team members across the Garden, including visitor services,
public programmes and fundraising, to drive increased membership sales, retention and campaigns, gift aid uptake
and advocacy and support.

Main Duties and Responsibilities
1

Member Support and Engagement:

•  Assist in building and implementing a membership strategy, including the processes
and procedures for recruiting, retaining and promoting the benefits of membership.
•  Work with the Head of Marketing, Communications and Engagement to develop and
deliver membership campaigns around national and regional events and activities
designed to promote growth.

•  Serve as the primary point of contact for member inquiries via phone, email, and in-

person.

•  Recruit and onboard new members and ensure they receive welcome materials and

orientation.

•  Respond to questions about membership benefits, renewals, and account issues.
•  Produce monthly and annual progress reports on membership targets and the
outcomes of recruitment campaigns and produce management and Board
information as requested.

•  To liaise and lead staff responsible for the delivery of membership services.

2

Database and Records Management:

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Implement, maintain and update member records in the membership database
•  Track renewals, lapses, and new sign-ups; generate membership reports as needed.
•  Understanding of principles of data protection and GDPR

Communications:

•  Draft and assist with the distribution of member newsletters and magazines, event

invitations, and promotional materials.

•  Coordinate communications regarding upcoming renewals and member-only

benefits and events.

Event Support:

•  Plan and coordinate the delivery of member-focused events, webinars, and an

annual activity programme.

•  Coordinate member registration, logistics, and follow-up communications for

member events.
Reporting and Analysis:

•  Compile data on membership trends and provide insights to inform retention and

recruitment strategies.

•  Work with the Head of Marketing, Communications and Engagement to facilitate
regular member survey research and make recommendations about future
campaign strategies.

•  Monitor agreed membership metrics and assist with forecasting goals.
•  Assist in budget management working closely with the Finance Team.

Person Specification

Essential

Desirable

Qualifications

•  Good standard of education or equivalent experience in role

with transferable skills.
Knowledge, skills and abilities
•  Previous  experience

in  membership  services,  customer

service, or administrative roles

•  Proficiency in CRM or membership management software.
•  Strong written and verbal communication skills.
•  Ability to use full Microsoft package
•  Experience with event coordination
•  Strong numeracy skills
•  Experience  of  writing  SQL  queries  and/or  use  of  reporting

tools such as Crystal Reports, Power BI or similar

Experience

•  Experience in data analysis or reporting.
•  Strong leadership and communication skills.
•  Knowledge

membership-based

of

associations, or non-profits

•  Use of Access Gamma Membership Module

Personal qualities

organizations,

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Method
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•  Excellent organizational skills and attention to detail.
•  Ability to manage multiple tasks and deadlines efficiently.

Additional requirements

•  Standard  office  hours  with  occasional  evening  or  weekend

events.

•  Customer-first mindset.
•  Ability  to  converse  confidently  in  the  Welsh  language  and
handle  membership  queries  in  Welsh,  both  verbal  and
written. Or willingness to learn up to the required level.

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