Membership Team Manager

Our client is the UK’s foremost trade association for independent caterers who support over 7,000 catering businesses across the country, helping them thrive through expert guidance on profitability, safety, and legal compliance. With more than two decades of industry experience, their commitment to independent catering is unmatched.

They are now looking for a Senior Team Manager, where you will lead and support the entire company team, ensuring the delivery of exceptional membership services aligned with our strategic objectives. This role is crucial for fostering strong relationships with members and enhancing team performance through effective management and training.

Salary: £40,000 - £46,000 per annum, with bonus (up to 20% salary – based on targets set)

Hybrid working: 2 days from home a week

• Team Leadership: Train, develop, and manage Account Managers and Sales Executives to ensure high service standards and consistency across all member interactions.
• Operations & Reporting: Oversee internal systems, monitor performance metrics, and address member-related concerns promptly.
• Stakeholder Engagement: Work closely with various teams to drive strategic improvements and provide valuable insights to the Head of Membership for continuous service enhancement.
• Service Excellence: Regularly review customer interactions, recommend service improvements, and ensure adherence to company values.
• Support Functions: Provide cover for absent team members as needed and undertake additional duties as directed by senior leadership.

• Report directly to the Head of Membership, managing the operational execution of departmental strategies and ensuring team alignment with defined KPIs.
• Utilise CRM systems for accurate data management, consistent record-keeping, and regular reporting on member activities and team performance.
• Lead strategic plan implementations, ensuring team accountability and alignment with organizational goals.
• Manage and support Team Leaders to foster high performance and effective team management.
• Collaborate with the Membership Engagement Manager to enhance the membership dashboard and overall member experience based on feedback and trends.
• Handle escalations and provide strategic solutions for issues not resolved at the team leader level.
• Drive process improvements and implement best practices to boost efficiency and service quality.
• Conduct regular one-on-one meetings with team leaders for coaching, performance feedback, and professional development.

• 3-5 years experience in a similar role
• Familiarity with Sales, generating business and membership retention within a successful company
• Leadership and Communication: Strong leadership skills with the ability to communicate effectively, solve problems, and build relationships.
• Sales and Retention: Experience with upselling, cross-selling, and identifying retention opportunities.
• Strategic and Organizational Skills: Excellent at multitasking, prioritizing, and meeting deadlines. Capable of strategic thinking and effective planning.
• Technical Skills: Proficiency in IT and administrative tasks.
• Teamwork: Ability to work both collaboratively and independently.
• Expertise: Strong understanding of client care, customer service, and growth strategies.
• Personal Attributes: Resilient, empathetic, and motivated with a positive attitude and a commitment to continuous improvement.