£33,000 - £36,000 per year
Permanent, Full-time
Job description

Role purpose: To lead on the design and delivery of a compelling and high impact membership experience for our schools, grounded in brilliant school experience and expert relationship management.


Working closely with our team of school-facing Membership Officers and Oracy Consultants, you’ll bring your high standards for customer service, understanding of account management and keen eye for improvement to shape our schools’ journey: from sign up to engagement to retention and renewal. You’ll be able to drill down into the detail, using data to gain insights from our schools and enhance their experience, while not losing sight of the big picture: how we build and mobilise a national network of schools to bring about systemic change. 


You will enjoy the challenge of taking ownership of a major strand of work and finding and implementing creative solutions to big questions such as:

  • How can we scale our membership and impact to best support our target population? 

  • How can we sustain lasting member relations and continue to engage our alumni schools? 

  • How can we empower our leading schools and strongest advocates to create impact across our network?

Key responsibilities: 

  • Designing, implementing and managing a smooth and personal end-to-end member (customer) experience from sign up to engagement to renewal and alumni

  • Setting the standard for member experience and account management e.g. through the development and support of our Membership Officer team; establishing processes within our membership management function.

  • Devising & managing how we report on our schools’ membership experience (internally and for external stakeholders such as Local Authority or Multi-Academy Trust commissioners), and using these insights for continuous improvement.

  • Working closely with Membership Officers to improve our member engagement, retention and to deliver annual renewal targets.

  • Improving our school membership management and our organisation's efficiency through working with the Operations team to plan and oversee the ongoing development of Voice 21’s digital systems, in particular our CRM (Salesforce). e.g. opportunities for automation

  • Taking overall responsibility for the management of membership communications: working across the Schools and Communications teams to sequence, commission, write and monitor campaigns to increase the engagement and retention of our members.

  • Overseeing the quality of the school experience on our programme of professional development courses (held in-person and online)

  • Collaborating across teams to coordinate and manage our programme of member events.

  • Identifying, designing and implementing initiatives to improve how we support our member schools e.g. to increase engagement.

  • Working with colleagues in the Schools team and Learning & Impact team to devise and implement new ‘products’ within our membership which strengthen our member experience and impact e.g. establishing Lead Voice 21 Oracy Schools, designing and operationalising our offer for alumni schools. 

  • Devising and/or commissioning from other teams membership products which add value to the schools and groups of schools we work with e.g. project impact reports

You’ll love this job if:

  • You are in your element taking on big questions, working and influencing across teams to find solutions but are just as comfortable mapping out the detail and seeing your plans through to delivery. 

  • You take pride in the high standards you set and understand that small personal touches go a long way.

  • You are passionate about the impact of oracy and the power of school networks in bringing about social change.

  • You enjoy working as part of a fast-paced, fast-growing team with big ambitions and are excited to use your initiative to help us achieve these.

More about Voice 21
Voice 21

Voice 21 works to ensure that children, regardless of their background, are enabled to find their voice for success in school and in life throu... Read more

Refreshed on: 14 June 2021
Closed date: 24 June 2021
Tags: Teaching