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MEMBERSHIP MARKETING & INSIGHT MANAGER
18 hours per week (flexible working considered) Fixed-term contract - 6 months (with potential to extend)
£36,000-£40,000 FTE (£17,600-£19,600 pro rata)
Hybrid working - based at Westonbirt Arboretum, Gloucestershire
Use insight to shape the future of one of the UK's largest membership organisations.
Friends of Westonbirt Arboretum is an independent charity that inspires people to value and protect trees. With more than 39,000 members, we support the conservation, education and public enjoyment of Westonbirt, The National Arboretum.
We're looking for an experienced marketing professional who enjoys understanding people as much as promoting products. This is a new strategic role that will help us better understand our members, improve their experience and ensure our marketing activity is driven by evidence rather than assumption.
This isn't a traditional marketing communications role. You won't be expected to design leaflets, manage social media or build websites. Instead, you'll use customer insight, membership data and marketing expertise to identify opportunities, coordinate projects and help shape the future of our membership offer.
About the Role
This is a new strategic role designed to transform how Friends of Westonbirt Arboretum understands, engages and retains its members. We have an established membership of over 39,000 supporters with insight data surrounding this. We're looking for someone who can turn that insight into action— using evidence to improve the member experience, strengthen retention and shape marketing activity that delivers measurable impact.
This is not a traditional marketing communications role. You won't be expected to create artwork, build websites or write every communication. Instead, you'll lead the planning, insight and coordination that ensures the right activity happens at the right time through internal colleagues, Forestry England and external suppliers.
Summary of the role
Working closely with the Head of Income Generation & Engagement, you'll:
- Analyse membership and visitor data to identify trends, opportunities and areas for improvement.
- Develop audience segmentation and retention strategies.
- Improve the end-to-end member journey, from joining through to renewal and long-term engagement.
- Coordinate key marketing projects, including digital developments, membership renewals and customer experience improvements.
- Oversee marketing planning, member communications and website content in partnership with colleagues and external suppliers.
- Produce clear insight and reporting to support strategic decision-making.
About you
You'll bring experience of using customer insight to improve marketing performance and customer experience.
You'll be confident:
- analysing CRM or membership data
- translating insight into practical action
- managing multiple projects and stakeholders
- coordinating agencies and external suppliers
- improving customer journeys and digital experiences
- communicating recommendations clearly and influencing others.
Experience within a membership organisation, charity or visitor attraction would be advantageous, but is not essential.
Why join us?
This is an opportunity to shape a newly created role with genuine strategic influence. You'll help improve the experience of thousands of members while supporting the conservation and enjoyment of one of the world's finest tree collections.
We offer flexible and hybrid working, a supportive team environment and the opportunity to make a lasting impact within a respected conservation charity.
Key Responsibilities Membership Insight & Strategy
• Analyse membership and visitor data to identify trends, opportunities and risks.
• Develop audience segmentation with appropriate retention strategies based on evidence.
• Produce regular insight reports and dashboards to inform decision-making.
• Recommend marketing interventions based on behavioural and demographic analysis.
• Help determine what additional customer insight should be collected and why. Membership Journey & Customer Experience
• Take ownership of the end-to-end member journey.
• Identify opportunities to improve acquisition, onboarding, renewal and long term engagement.
• Lead projects to improve customer experience across digital and physical touchpoints.
• Ensure customer journeys are intuitive, efficient and evidence-led. Marketing Project Management Coordinate and oversee delivery of key marketing projects including:
• membership renewal improvements
• website user journey optimisation
• family membership implementation
• digital membership developments
• member communications Content, Publications & Digital
• Oversee website content, user experience and digital content planning.
• Coordinate e-newsletters, blog programme, member magazine, editorial planning, campaigns, marketing collateral and external design commissions.
• Coordinate technical improvements with external suppliers and internal teams.
• Ensure all communications support organisational priorities and member engagement. Supplier & Stakeholder Management
• Manage external agencies and suppliers.
• Coordinate delivery with Forestry England colleagues. Supplier & Stakeholder Management
• Brief and manage external agencies.
• Coordinate work with Forestry England colleagues.
• Manage project timelines.
• Monitor delivery and quality.
• Ensure resources are used efficiently. General Responsibilities
• Champion evidence-based decision making.
• Embed continuous improvement.
• Support wider organisational objectives.
• Comply with organisational policies and procedures. Person Specification Essential Experience
• Experience developing marketing strategies informed by customer insight.
• Experience analysing CRM or membership data.
• Experience improving customer journeys or user experience.
• Experience managing multiple projects simultaneously.
• Experience briefing and managing agencies or suppliers.
• Experience working across multidisciplinary teams. Essential Knowledge
• CRM and customer segmentation.
• Customer retention principles.
• Website usability and digital customer journeys.
• Email marketing.
• Marketing performance measurement.
• Data interpretation and reporting.
Essential Skills
Strategic thinking - Able to translate insight into practical marketing interventions.
Analytical - Confident interrogating data and identifying meaningful trends.
Project management - Able to coordinate multiple stakeholders and deliver improvements.
Communication - Excellent written and verbal communication. Able to influence senior colleagues and present recommendations clearly.
Organisation - Excellent planning and prioritisation skills.
Desirable
• Membership organisation experience.
• Charity sector experience.
• Visitor attraction or heritage experience.
• Experience with CRM systems such as Raiser's Edge.
• Google Analytics or similar reporting tools.
• Understanding of accessibility and user-centred design.
Personal Attributes - We're looking for someone who is:
• Curious and inquisitive.
• Commercially aware.
• Collaborative.
• Pragmatic.
• Confident making recommendations.
• Comfortable working independently.
• Motivated by improving customer experience.
• Interested in using evidence rather than assumption.
Success Measures
• Produced a membership insight dashboard.
• Developed a data-led retention strategy.
• Reviewed and improved the membership renewal journey.
• Coordinated implementation of agreed digital improvements.
• Established an annual editorial and communications plan.
• Improved reporting and marketing decision making across the organisation.
The client requests no contact from agencies or media sales.
Thank you!
About the AOI
The Association of Illustrators is the UK's professional body for illustrators and a global leader in our field. For more than 50 years, we have championed illustration and helped illustrators build successful, sustainable creative careers through expert business advice, professional development, events and campaigning.
We are proud to support a community of more than 2,000 illustrators at every stage of their careers. As a small not-for-profit organisation with big ambitions, we are focused on growing our membership, making it more inclusive and accessible, and ensuring the AOI remains an indispensable source of support, inspiration and connection for illustrators.
About the role
The Membership team is at the heart of the AOI. It is where members come for advice, professional support and connection with the wider illustration community.
We are looking for an experienced and enthusiastic Membership Manager to join us for fixed term maternity cover. You will lead a small, dedicated team, ensure members continue to receive an excellent service and take forward our three-year membership strategy.
This is a varied role combining leadership, planning and hands-on delivery. You will protect and grow membership income, oversee our events programme, support the team with member enquiries and develop new ways to make membership more welcoming and relevant to a wider range of illustrators.
Where possible, there will be a handover with the current postholder. You will also be supported by colleagues who share knowledge of the professional and business issues affecting illustrators.
What you will be doing
Leading the Membership team
You will lead and support a small, experienced team, ensuring priorities are clear and members receive a consistently high level of service.
You will:
- Lead, support and develop the Membership team through regular planning, one-to-ones and clear communication.
- Oversee the day-to-day work of the team, balancing immediate member needs with longer-term priorities.
- Create a positive and collaborative working environment.
- Work closely with the Membership Administrator, who is responsible for the membership database and day-to-day administration.
- Ensure membership reporting and processes support effective decision-making and excellent member service.
- Monitor renewals, retention, membership income and other key trends, reporting regularly to the CEO.
- Identify practical improvements to the experience members receive.
Growing and strengthening membership
You will play a central role in delivering the AOI's three-year membership strategy.
You will:
- Lead plans to grow membership and improve retention.
- Develop a membership offer that is increasingly accessible, inclusive and relevant to today's illustration community.
- Ensure the needs of illustrators at different stages of their careers are reflected in our services and communications.
- Use member feedback, enquiry trends and membership data to identify opportunities for improvement.
- Work with colleagues to communicate the value of AOI membership clearly and confidently.
- Develop campaigns and activities that encourage people to join, renew and make full use of their membership.
Leading the events programme
Events are one of the main ways we support, inform and bring together the illustration community.
You will:
- Shape and oversee the annual programme of talks, workshops, networking events and professional development activities.
- Manage the events budget and make effective use of available resources.
- Coordinate colleagues, guest speakers and external contributors.
- Ensure the programme offers a strong balance of business support, professional development, community and inspiration.
- Make events welcoming, accessible and relevant to a broad range of illustrators.
- Use events to support member engagement, retention and recruitment.
- Review attendance, feedback and impact to improve future programmes.
Supporting members
Our members come to us for trusted advice on the opportunities and challenges they face throughout their careers.
You will:
- Build a strong working understanding of the professional issues affecting illustrators, including business practice, licensing, contracts, pricing and professional standards.
- Support the team in responding to enquiries accurately, clearly and with empathy.
- Identify recurring issues and ensure they inform our events, resources and wider work.
- Build trusted relationships with members and act as an approachable and knowledgeable representative of the AOI.
You do not need to arrive with detailed knowledge of every issue affecting illustrators, but you will need to be curious, able to learn quickly and confident adapting your experience to a specialist creative community.
Working across the AOI
As a small organisation, we work closely across teams and support one another.
You will:
- Work with colleagues across communications, campaigning, awards and other areas of the AOI.
- Contribute ideas and insight to organisational planning and shared projects.
- Ensure membership priorities are understood across the organisation.
- Work closely with the CEO, who will lead strategic partnerships during the maternity-cover period.
- Act as an enthusiastic ambassador for the AOI, our members and the wider illustration community.
Person specification
Essential
- Experience leading a membership, community or engagement-based service.
- Experience working with a creative community or within the arts, cultural or creative industries, with an understanding of the needs of creative professionals.
- Experience managing, supporting and developing a small team.
- A track record of improving membership growth, retention, participation or engagement.
- Experience overseeing an events, learning or community programme.
- Experience delivering change, developing services or implementing strategic plans.
- Strong organisational skills and the ability to balance several priorities.
- Excellent communication and relationship-building skills.
- Confidence using data and feedback to improve services and inform decisions.
- A collaborative approach and a clear commitment to inclusion, accessibility and excellent member service.
Desirable
- Experience within a membership body or professional association.
- Experience working with illustrators, agencies, publishers or commissioners.
- Experience supporting freelancers, self-employed people or creative professionals.
- Knowledge of copyright, licensing, contracts, pricing or professional practice affecting creatives.
We are particularly interested in candidates who understand the value of professional membership and share our commitment to supporting illustrators and helping creative people build sustainable careers.
You do not need to meet every desirable criterion to apply.
Why join the AOI?
This is an opportunity to make a real difference to one of the UK's most respected creative membership organisations. You will join a friendly and knowledgeable team who care deeply about illustration and the people who create it.
We offer:
- £40,000 per annum
- 33 days' annual leave, including bank holidays
- Flexible hybrid working, with approximately 50% of working time in the office
- Training and professional development
- A creative, supportive and inclusive working environment
- Somerset House resident benefits, including free entry to a range of London exhibitions and museums
How to apply
Please send your CV and a covering letter of no more than two sides of A4 explaining:
- why you would like to join the AOI
- how your experience has prepared you for this role
- an example of how you have improved membership, participation or engagement.
We believe our team is strongest when it reflects the diversity of the creative community we serve. We particularly welcome applications from people who are under-represented within the illustration industry. If you require any adjustments during the application or interview process, we would be pleased to support you.
Application deadline: 16 August 2026
Interview date: Week commencing 24 August 2026
Non Charity Employer
6 - 10
We support and champion a growing global community of illustrators, educators and creative organisations.
The client requests no contact from agencies or media sales.