Member Experience and Engagement Manager

The Member Experience and Engagement Manager plays a critical role in delivering a first-class, end-to-end experience for LGBT Great members. This is a high-impact, client-facing role, suited to a top-tier, highly organised professional who thrives on building strong relationships, driving engagement, and consistently delivering exceptional service.

As the primary point of contact for members, you will own and manage all touchpoints across the membership lifecycle - from onboarding through to renewal - ensuring a seamless, high-quality, and proactive experience at every stage.

This role requires an individual who combines strategic account management capability with meticulous delivery discipline, ensuring that every interaction reflects the quality and professionalism of the LGBT Great brand.

In addition, you will lead the design, coordination, and facilitation of training programmes, delivering engaging, impactful, and inclusive learning experiences tailored to member needs.

Working cross-functionally, you will partner closely with the CEO and wider team to ensure strong alignment between member engagement, commercial outcomes, and programme delivery excellence.

Key Responsibilities

Member Experience & Engagement

• Act as the lead relationship manager for LGBT Great members, building trusted, long-term partnerships
• Own and manage the full membership lifecycle, from onboarding through to renewal
• Deliver a highly responsive, professional, and consistent communication experience
• Proactively monitor engagement levels, identifying opportunities to deepen relationships and increase member value
• Ensure every member interaction reflects a premium, high-quality service standard

Training & Programme Delivery

• Lead the end-to-end delivery of training programmes including:
• Scheduling and coordination with members
• Pre-brief consultations to understand organisational context and objectives
• Designing and tailoring content to maximise relevance and impact
• Facilitating high-quality, engaging sessions with confidence and credibility
• Ensure all training aligns with LGBT Great’s frameworks and standards
• Capture feedback and drive continuous improvement in delivery quality and member impact

Planning, Organisation & Delivery Excellence

This role demands exceptional organisational capability, forward planning, and the ability to manage multiple priorities while maintaining a consistently high standard of delivery.

• Quarterly Engagement Discipline
• Ensure every member is engaged at least once per quarter through structured success meetings
• Plan proactively to maintain consistency and avoid reactive scheduling
• Peak Season Planning
• Secure key delivery periods well in advance i.e. Pride Month
• Work with members to align activity with key inclusion moments
• Capacity & Workload Management
• Maintain balanced delivery across the year, avoiding peak overload
• Optimise quieter months (e.g. August, December) for planning, follow-ups, and improvement
• Deliver consistently without compromising quality
• Forward Planning Discipline
• Operate with an 8–12 week forward planning horizon
• Maintain a rolling engagement and training calendar
• Provide clear visibility of delivery, workload, and capacity
• Partner closely with the Head of Operations to align delivery with resourcing

Collaboration & Internal Working

• Work closely with the CEO to support member retention, renewals, and strategic insights
• Collaborate across training, marketing, research, and operations teams to ensure a joined-up member experience
• Share insights and feedback to inform continuous improvement and strategic development

Skills & Experience

Essential

• Proven experience in account management, client services, or membership-based environments
• Demonstrable track record of delivering a high-quality client or member experience
• Strong experience in training facilitation, workshops, or client delivery
• Exceptional organisation, planning, and time management skills
• Excellent communication and stakeholder management capability

Desirable

• Experience in DEI, HR, Learning & Development, or professional services
• Ability to design, adapt, and tailor content to different audiences

Success Measures (What Good Looks Like)

• Every member actively engaged at least once per quarter
• Training delivery is high quality, well-planned, and consistently executed
• Strong member satisfaction, engagement, and retention outcomes
• Clear evidence of forward planning, organisation, and delivery discipline
• A first-class, consistent member experience across all touchpoints