Job responsibilities
Position: Membership Engagement Officer
Reports to: Head of Operations
Accountable to: Alison Morton, CEO
Terms of employment: This is a permanent position. Job-sharing applications will be
considered (please specify the number of hours per week desired in
your application - minimum 18 hours per week required).
The iHV is a flexible working employer, there are core hours of work
for this post, but we can offer flexibility for employees on request.
Fully remote and partial remote options available.
Salary iHV pay band 3b: £27,630 - £31,562
Hours: Full time, 37 hours per week or Part-time options available.
Annual Leave: 25 days per year, plus bank holidays (pro-rata for part-time staff)
Pension: The iHV has a staff pension scheme with a 10% employer
contribution and 5% staff contribution.
Location: Remote, with Hybrid options available.
Key Relationships: CEO, Head of Professional Services, Head of Operations, Senior
Design & Systems Officer, Events Manager.
About the Institute of Health Visiting
The Institute of Health Visiting (iHV) was established in 2012, to strengthen the quality and
consistency of health visiting services for the benefit of all children, families and
communities. The organisation has grown considerably over the last 10 years and the core
focus of its work is on education, policy, research, quality improvement and developing
leadership in health visiting.
The iHV is a UK-wide charity, professional body and centre of excellence for health visitors
(www.ihv.org.uk) who join the Institute as Associate members. Increasingly, local employers
are joining all their health visitors to the Institute through its corporate membership
scheme so that they may benefit from its many resources.
Summary of Job Purpose
As the Membership Engagement Officer for the iHV, you will ensure the delivery of a high
standard of service to our members, potential members and other contacts. This key role will
see you increase engagement with members and support the delivery of key member products
and services, developing engagement plans and monitoring trends to support growth in
membership. You will ensure that members get access to all parts of the membership offer,
maximising membership value. Using membership systems, you will ensure that the needs of
our members and their user journey is at the forefront of all that you do.
Key Areas of Responsibility
1. To lead on the administration of the Customer Relationship Management (CRM)
membership database system, and other I.T. systems that support the membership
process:
To lead on maintaining the CRM membership database to ensure that records and
information are kept current and comply with GDPR requirements.
To ensure activation of new memberships and deal with cancellations in an efficient
manner, carrying our exit analysis with cancelled members.
To ensure that all membership administration and communication is effectively
carried out in accordance with the membership database systems and membership
enquiries processes; monitoring and updating email templates sent from Salesforce
(SF) to ensure they are accurate, up to date, and meet the needs of the iHV and the
members.
To update member records, ensuring weekly database backups are downloaded and
stored in case of system failures.
Supporting and exploring the SF system to maximise its potential use for the iHV.
To actively participate in data cleansing processes to ensure compliance with GDPR
requirements.
To lead on the synchronising of Salesforce with Campaign Monitor, EventBrite, Xero
and any other purchased systems that improve the member experience.
Lead on helping to troubleshoot any problems related to our digital membership
payment, database and website software.
2. Map and review the member journey, ensuring that each members journey is
personalised and they are able to maximise the value of their membership.
3. To deal with members politely and professionally, supporting them to rectify issues
efficiently so they can maximise the value of their membership.
4. To attend regular membership meetings to support quality improvement, contribute to
solutions to resolve any issues, and implement actions.
5. To lead on the management of corporate memberships, providing professional proposals
and quotations for new enquiries and a point of contact for existing corporate
organisations throughout their membership period. Ensure up to date and accurate
organisation staff lists, negotiating renewals and carrying out associated tasks (updating
staff on Salesforce and activations etc):
To work closely with the iHV Head of Professional Services to build and maintain
relationships with new and existing iHV Corporate members.
Be the lead iHV contact for corporate members; offering exemplary customer service,
testing membership systems functionality, building email templates, and keeping lead
contacts updated with their overall membership usage and validation figures.
Creating and updating branded e-communications for our corporate members.
6. To lead on the management, coordination, delivery and evaluation of the iHVs
membership benefit events:
Manage and coordinate iHV membership events e.g., Insights, Networking Events, etc.
(supporting iHV training and project events where needed).
Technical host of all virtual iHV membership events and keeping records of
attendance. Occasional support for other iHV events and external conferences and
events.
Communicating effectively with participants, managing break-out rooms and problemsolving any issues.
Supporting the speakers and panel members during iHV member events, enabling
presentations and problem-solving technical glitches that arise, calmly and efficiently.
Lead and manage membership event speaker liaison, ensuring that relevant materials
are received by event deadlines.
Work closely with the Communications and Marketing Team to co-ordinate effective
marketing of iHV membership events via email, website updates and the production
of professional presentation loops for each event.
Lead the evaluation of membership events by creating event polls and compiling
evaluation, highlight and trend reports, including delegate feedback, staffing, finance,
delivery, marketing, technical and any other areas, making recommendations to
support a continuous cycle of quality improvement.
7. To support a coordinated, branded and personalised communications and marketing
campaign for our members:
Support the Communications and Marketing Manager to review and update all
marketing to our membership, reviewing and updating mailing lists, building targeted
campaigns and monitoring success.
To review, update and maintain the membership sections of the website. Work closely
with the wider team to inform the production and review of short member resources.
8. Lead on trend analysis and building informative reports to inform our membership
strategy:
Build a suite of reports on iHVs membership to support quality improvement,
governance, and updates to iHV Board.
To monitor equality, diversity and inclusion data to support iHVs inclusion strategy
and ambitions.
9. To lead on the management of all membership finance and payment systems:
To ensure appropriate records are kept regarding Gift Aid and provide accurate
reports to accountants periodically to enable reclaim of monies to iHV.
To invoice and chase payments for corporate membership, escalating concerns to the
iHV Head of Professional services, where appropriate.
To review membership payment systems to maximise efficiency to the iHV and our
members.
Ensure membership payments from the website using GoCardless/Asperato connect
with the Salesforce system, so members/champions have access to resources.
10. Create and manage a continuous improvement plan for membership:
Benchmark our membership offer.
Quality assure and evaluate all membership products and services.
Work with the Heads of Department to develop a membership engagement plan.
To regularly review and improve membership processes and systems to improve the
member journey.
11. Support and update membership events project management plans.
12. Wider responsibilities:
To work within the expected iHV Values and Behaviours. Have an excellent
professional working relationship with colleagues to deliver corporate goals and
objectives.
To participate in all mandatory training and team awaydays as required.
NB: The above is only an outline of the tasks and responsibilities required of the role. You will
carry out any other duties as may reasonably be required by your line manager. The iHV is an
expanding and evolving organisation, as such the job description and person specification will
be reviewed on an ongoing basis in accordance with the evolving needs of the wider team.
