Member Relationship Manager

  • 5 July 2022

Job details

Job title: Member Relationship Manager 
Job Type: Full-time, Permanent
Team: Member and Service Development Team
Reports to: Head of Member Engagement and New Business Development 
Responsible for: Member Engagement Manager 
Location: Bath, UK (Flexible Working)

About the role

ORX is a member owned and led organisation with a diverse global membership covering the financial services industry. Understanding our members is key to retaining them. 

The Member Relationship Manager (“MRM”) will report to the Head of Member Engagement and New Business. The Member Relationship Manager’s responsibilities will include maintaining and managing the relationship management program, fostering strong relationships with our membership, supporting the range of communities ORX has in place, define and report KPIs (key performance indicators) to the Board, Executive Team and Senior Management stakeholders. The successful candidate will work closely with colleagues across ORX, including senior members of the organisation, Member Relationship Managers (“RMs”), the IT & Operations teams, as well as Research and Communications to provide the membership with knowledgeable advice, promptly resolving complaints, and ensuring member satisfaction whilst seeking out the potential for new business opportunities.

The successful candidate will have excellent communication skills, attention to detail and the ability to work in a flexible manner with a range of internal and external stakeholders. Build positive, long-term relationships, championing and supporting the membership in the decision-making process by identifying solutions that most closely meet their needs. 

Key duties and responsibilities of the Member Relationship Manager include:

Relationship Manager Responsibilities: 

  • Building and maintaining strong relationships with prospective and existing membership
  • Analytical – Gathering information and using logic to analyse, problem solve, evaluate risk, make decisions and for reporting purposes; ensures data is accessible and up to date
  • Researching and pursuing new business opportunities for the Head of Member Engagement and New Business Development
  • Identifying the membership’s needs and requirements and proposing suitable solutions
  • Providing the membership with comprehensive product/service consultations and guiding their decision-making process.
  • Maintaining an in-depth understanding of ORX products and services to convert new membership prospects
  • Establishing and maintaining excellent relationships with RMs and providing support, advice and knowledge
  • Resolving complaints and issues efficiently and in a timely manner

Member Engagement Responsibilities: 

  • Manage and support the Senior RMs with biannual relationship management meetings, including preparation, recording output in HubSpot and following up on actions
  • Recognised by our membership as the main membership lead regarding their overall engagement
  • Facilitate and supporting the development, running of the LeadersConnect, RiskConnect Communities and other member forums/ events as needed
  • Undertaking monthly reviews, managing member engagement reports to ensure they are deriving significant value from ORX, highlighting any potential issues to Head of Member Engagement and New Business Development, Senior Leadership Team, Executive Team and ORX Board
  • Send project and event communications, and possibly meeting with, Coordinator contacts as needed
  • Manage all administrative tasks requested directly from the membership in HubSpot, ensuring its kept fully up to date
  • Identifying priority members with whom to focus engagement, developing an approach, overseeing, and implementing the facilitation of communication and plans for re engagement
  • Developing, analysing, and monitoring member engagement management information through reporting and presenting findings to Head of Member Engagement and New Business and Membership Director.
  • Establishing and executing processes to enable oversight of RM activity and the monitoring of member relationships
  • Supporting the Head of Member Engagement and New Business Development to refine and maintain the ORX strategy approach to relationship management, defining program content and working across ORX to prepare effective materials for RMs community
  • Managing of the member/subscriber onboarding, renewals, reconciliation process, business partnering with Finance to ensure that reporting of membership income is consistent
  • Will be responsible for managing the relationship management travel budget in line with the business strategy requirements

General:

  • Ensuring the ORX values are reflected in your work.
  • Provide input to wider ORX projects and activities as required, particularly considering requirements for the Relationship Management Programme

For more information, download the full job description.

Full job description

ORX Member Relationship Manager Job Description

What we offer in return 

  • Competitive salary
  • Discretionary performance-related bonus scheme
  • Flexible working to support a healthy work/life balance
  • Eight per cent company contribution to pension
  • Employee recognition scheme
  • Support for training and development
  • Twenty-five days holiday a year, increasing by one day for each year of service to a maximum of 28 days 
  • Interest-free rail season ticket loan
  • Life assurance
  • Health cash plan
  • Cycle to work scheme
  • Perks at work scheme
  • Employee assistance programme
  • Holiday trading
  • Sabbaticals and long service awards
  • Summer and Xmas social events
  • Inclusive and supportive working environment

What else do I need to know?

We are an equal opportunity employer. We create an environment where everyone has an equal chance to succeed, during our recruitment phase and while working at ORX.

As we manage and have control of highly confidential data, the successful candidate will have to make specific commitments in this regard and will be subject to background checks.

How to apply

To apply, please send your CV and a covering letter to [email protected]. In the body of the email, please confirm what your salary expectations are.

Download the job description to find out more

ORX Member Relationship Manager Job Description

Apply now

Send your CV and covering letter to [email protected].

Apply today