Overview

Responsible to:               Head of Membership Services

Salary Range:                  £37,000 per annum

Location:                         London with work from home arrangements during Covid

Hours:                               Monday – Friday. 35hr Week

 

The Landscape Institute (LI) is the professional membership body representing landscape designers, managers and planners. The LI works for the benefit of people, place and nature. Landscape professionals are integral to creating sustainable places and look to design with nature, rather than against it, and bring a unique, integrated response to the complex and interconnected issues of climate change and biodiversity loss. The LI is now entering an important period promoting the profession to wider audiences and broadening its appeal and we are looking for people who are passionate and engaged in making a real difference.

With landscape at every scale becoming increasingly relevant to the built environment sector, the Landscape Institute offers a portfolio of membership services to meet current demand alongside an ambitious growth agenda. We are looking for a Membership Services Manager who will support the growth and ambition of the LI’s membership services.  This is a great opportunity to make change within a fast-paced department and forward thinking organisation.

 

Job purpose

The Membership Services team is focused on broadening the LI membership base and attracting more people into the landscape profession. Our ambition to expand is vital and we will continue to service our existing members to the highest quality.

This role will manage the Membership Services Team’s day-to-day operations with relation to membership recruitment, retention and engagement. With one direct report, we need a candidate who can identify procedural improvements, utilise and develop our CRM, and in turn then provide an excellent membership experience.

This role will also be responsible for providing administrative direction to support our current members and potential members – for example, dealing with membership enquiries, administering the recruitment of new members, supporting our members with their renewals and ensuring that our CRM is kept up to date. This role will provide members with high quality customer service to ensure they have a positive and engaging experience with the LI.

We are looking to appoint someone with excellent administrative and interpersonal skills who will fit into the organisation and work well within and across teams. We need someone who is strong on processes and procedures, has attention to detail and is able to communicate clearly. Candidates need to have a flexible approach and the ability to work well in a small and extremely busy team of highly committed staff. We are looking for someone who is keen to identify ways in which to improve our processes and the develop it in line with the LI’s work of supporting landscape professionals throughout their career development.

We are a professional body which offers two levels of professional registration, Chartership (CMLI) and Technician Member (TMLI). We provide our members with a pathway to gain their recognition, and the incumbent will oversee the running of the current pathway and the development of a new one over the course of the next two years.

The holder of this role will report to the Head of Membership Services and work closely with the LI’s Membership Development Manager and Membership Marketing Manager to ensure high quality, successful delivery of the membership and Registered Practice renewals, as well as the smooth operations surrounding membership recruitment. The post-holder will also work closely with the development of our IT infrastructure project to identify technological needs across the organisation.

 

Key responsibilities

Membership Operations Delivery

  • Responsible for the management of the day-to-day overview of the functions of the Membership Services team.
  • Strong operational understanding of membership processes, procedures and policies to oversee the day-to-day management and recording of membership tasks, with regular reviews.
  • Instrumental delivery of the LI’s membership strategy
  • Working closely with the Membership Development Manager and Membership Marketing Manager to join up processes, procedures and policies across the function and manage the flow of information from the Head of Membership to the administration staff you line manage.
  • Oversee the operational running of the function/department/team in terms of ensuring an efficient and effective member application and renewal processes.
  • Accountable for the running of membership retention related income and budget of the membership function
  • Provide information of planning, procurement, delivery, reporting and service development when outsourcing work to third party providers.
  • Manage relationships with external bodies who deliver membership functions on our behalf.
  • Ensures, in partnership with IT team, that the member data collected, stored and used is GDPR compliant and has overview of systems that ensure compliance
  • Develop a gold standard of customer service for the organisation, including the implementation of SLAs
  • Ensure our processes are GDPR compliant and rigorous
  • Responsible for the Membership Services Officer and the Membership Services Apprentice and their development and training

 

Membership Services Development

  • Oversee the delivery of member focused strategies, plans and measurement after strong understanding of business vision and mission including short term business plans, objectives and Key Performance Indicators (KPIs)
  • Produce regular membership reports for the Senior Leadership Team, Education and Membership Committee, and any other stakeholders who require it
  • Key liaison for Membership related sub committees, including Fellowship Admissions Board and Member Panel.
  • Work with our Membership Marketing Manager to ensure membership related content on website is up to date
  • Strive for positive member feedback in line with our KPI and identify improvements to our member journey
  • Working with the Head of Membership Services and Membership Development Manager to improve membership satisfaction
  • Contribute to the regular review the LI Member Value Proposition
  • Regular review of the volunteer handbook and contribution to the volunteer strategy

Pathway to Chartership/Technician Management

  • Responsibility for the smooth running of our Pathway to Chartership (P2C) and Pathway to Technician (P2T) processes
  • Recruit, train, monitor and the support the performance of mentors, examiners and supervisors
  • Work with the Membership Marketing Manager to ensure smooth regular communications with our pathway users
  • Responsible for payments to the LI supervisors
  • Assist our registered practices with the support of their staff on the pathway
  • External liaison with our Pathway software provider
  • Identify improvements for implementation into our new pathway
  • Understand the LI’s competency framework and how it affects our applications processes
  • Reporting on income generated by pathway usage
  • Provide regular statistical reports on Pathway usage for the Senior Leadership Team and the Education and Membership Committee
  • Delivery of a successful exams programme for our volunteers and members, including the booking of venues, arranging timetables
  • Manage the procedures related to the Pathway and exam process, such as our appeals process
  • Assist the Events team in organising our annual graduation event

CRM  

  • Champion the CRM across the organisation and be an “advanced user”
  • Work closely with the Operational Infrastructure Working Group to identify better ways of using CRM to work more efficiently
  • Liaison with our CRM provider
  • Identify new ways of improvement in our processes and procedures
  • Work with other departments to ensure all data is recorded in CRM, preferably by working with IT to automate the transfer of CRM data to and from other systems

 

Personal Specification

Essential

Experience

  • At least 3 year’s experience of working in a membership organisation and liaising with committees.
  • A strong membership procedures and processes background with experience of implementing improvements.
  • Experience of leading the development of a CRM system
  • Experience of “change delivery” and process improvement.

Knowledge

  • Knowledge of supporting IT platforms which membership organisations use, including CRM.
  • Educated to degree level

Competencies

  • Able to drive execution
  • Able to create service reputation
  • Able to build partnerships
  • Able to build customer relationships
  • Able to coach and develop others
  • Able to drive continuous improvement and changes
  • Able to communicate effectively

Desirable:

  • Experience working for a professional body with professional registration grades
  • Understanding of the landscape or architecture professions

Some occasional travel and out-of-hours working may be required for which you will receive time off in lieu

To apply for this job email your details to human.resource@landscapeinstitute.org.