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Institute for Government, London (On-site)
£30,000 - £35,000 per year
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Page 3 of 4
N1, London (Hybrid)
£44,803 per year
Full-time
Contract (FTC 1 year with potential to become permanent)
Job description

ABOUT BOND

Bond is the UK network for organisations working in international development. We unite and support a diverse network of over 400 civil society organisations to help eradicate global poverty, inequality and injustice. We strengthen and champion the sector to make international development more efficient and effective. We work to influence governments and policy-makers, develop the skills of people in the sector, share expertise, and build organisational capacity and partnerships.

MAIN PURPOSE OF THE JOB

The primary focus of this external-facing role is to ensure that Bond’s member organisations are deeply engaged across a wide-range of Bond services and activities.

Using an account management approach, you will thrive on seeking out, building and nurturing relationships with key job roles at every level within our member organisations, offering them regular support and advice on how to get the most out of their membership of Bond. 

As the first point of contact for Bond members, you will deliver outstanding customer service with a warm, helpful, and confident demeanour, lead meetings with members to understand their needs and identify engagement opportunities, and introduce members to Bond colleagues when appropriate. A firm grasp of the Member Value Proposition is essential, as is the ability to confidently and enthusiastically speak to all aspects of it when interacting with members.

Working alongside the membership and marketing manager, you will help to develop and implement strategies to retain existing members, using data (in Salesforce, our CRM) to inform and tailor our approach including identifying members with low activity or gaps in engagement. You will gather feedback and intel from members through surveys and other mechanisms so that we better understand how and why they value Bond and to identify potential new initiatives and services they may find useful. One of your responsibilities is member renewals (which is integrated with Salesforce), in which you will work with the Salesforce Adviser to ensure that the process is optimised and efficient. You will also regularly compose member emails and newsletters and contribute to Bond reporting and Board papers.

While the role sits in the Communications and Member Services team, it is integral across the organisation. You will regularly meet and collaborate with colleagues across our policy and advocacy, sector transformation and senior leadership teams to possess a thorough understanding their work and the value-add it provides to members. Likewise, your deep comprehension of what members need from Bond will input into Bond’s strategy and membership offer. 

MAIN RESPONSIBILITIES

Member engagement and account management

  • Create and implement effective strategies to engage members and keep them involved and interested in Bond’s activities and initiatives.
  • Build and nurture relationships with key member audiences to better understand their needs and requirements of Bond and clearly articulate the member value proposition.
  • Regularly meet members (predominantly online, but also in person) to discuss their membership and engagement opportunities.
  • Ensure the contact data we hold on key member contacts is accurate.
  • Coordinate the member renewals process including the communications schedule, automated reminders, reviewing fees and raising invoices.
  • Work alongside the membership and marketing manager, Director of CMT and colleagues to develop and implement the member retention strategy, audience profiling work and Member Value Proposition.
  • Provide regular communications and updates to member contacts using the Campaign Monitor email marketing tool.
  • Contribute ideas to the improvement and development of the membership structures and systems.
  • Be the first point of contact for membership queries.

Data analysis and insights

  • Monitor, analyse and report on membership activity held in our CRM (Salesforce).
  • Use data to understand trends and inform member engagement and service delivery.
  • Work with colleagues to ensure that engagement information is logged in our CRM in an accurate and timely manner.
  • Support the creation and analysis of member insight surveys.
  • Work with team members to ensure that data is held in accordance with Bond’s data protection policy.

PERSON SPECIFICATION

Essential

  • Demonstrable experience in a membership focused role within a membership organisation or network.
  • An innate tendency and proven track record in establishing and nurturing relationships with contacts at all levels within an organisation.
  • Ability to think creatively in devising strategies to engage with diverse stakeholders.
  • Experience of organising and leading meetings with stakeholders.
  • Experience of using data to gain customer/stakeholder insight and inform strategic decision-making.
  • Excellent written and verbal communication skills, showing a high level of competence when interacting and communicating with different audiences.
  • High IT and internet proficiency, including CRM systems and databases, MS Office, Word, Excel PowerPoint etc
  • Ability to manage multiple tasks with competing deadlines across the team.
  • Solutions-focused and problem solving “can do” attitude.
  • An understanding of and commitment to the values and objectives of Bond.

Desirable

  • Experience of processing membership renewals.
  • Experience of using integrated CRM and e-marketing systems (ie, Campaign Monitor for Salesforce).
  • Experience of sales and marketing.

BENEFITS

Bond offers a competitive salary and benefits package including:

  • 27 Days Annual Leave + Bank Holidays, with additional staff privilege days, normally between Christmas and New Year
  • 7% pension contributions (staff pay 3.5%) ​
  • Flexible working hours (Hybrid working – 1 day, minimum in the office per month)
  • Staff Development days
  • Perk Box access
  • Employee Assistance Programme
  • WeCare (Health and wellbeing services, including access to 24/7 online GP services, second medical opinion, mental health support such as counselling, guidance from health professionals, burnout prevention, life event counselling, get fit programmes, nutritionist advice, etc. – for staff and immediate family)
  • Interest-free season ticket loan

HOW TO APPLY

To apply submit your CV and cover letter outlining why you are the right candidate for this role by midnight on Friday 24th May 2024.

Please note that this advert may close early if a large number of applicants are received.

BOND AND EQUAL OPPORTUNITIES

Bond values diversity and works to advance equity and inclusion. All staff have a responsibility to ensure that they are being open, accepting and respectful to all that they come into contact with within their work at Bond, regardless their protected characteristics. Acting in accordance with the EDI policy, Bond staff must contribute to our inclusive organisational culture ensuring that they are aware of and respond appropriately to micro-aggressions, racism, sexism, LQBTQ+ misconduct and disability equity. Bond Staff must not be bystanders, and must report when they witness any unacceptable behaviour.

In order to assess and ensure the continued effectiveness of Bond’s Equal Opportunities Policy, all applicants are asked to complete a short questionnaire when applying. You are not obliged to answer the questions but the more information you supply the more effectively we can monitor our equal opportunity practices. Completion of all questions is voluntary and failure to answer any question(s) will not affect your application in any way. 

The information you supply will be treated in confidence and will not be seen by any member of the selection panel responsible for the appointment. The questionnaire will be detached from your CV and cover letter, stored anonymously and used purely to provide statistics for monitoring purposes.

PRIVACY NOTICE FOR APPLICANTS

Our Privacy notice for applicants can be found by clicking "Apply via Website".

Posted by
Posted on: 03 May 2024
Closing date: 24 May 2024 at 23:30
Tags: Advice, Information,Communications, PR,Intl Development

The client requests no contact from agencies or media sales.