Job Description

Job Title: Membership Coordinator

Location: Office based in Mumbai (Times Square Building, Andheri Kurla Road)

Shift Timing: 11am to 8pm IST

Reporting To: Membership Team Leader

Employment: Full-Time / Permanent

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Primary Job Purpose

• The primary focus of this position is to support the delivery of our membership subscription via our annual retention, acquisition and engagement strategy which aims to improve engagement between the British Safety Council and its network of members.
• A key responsibility of this role will be supporting daily membership administration and our annual retention cycle for our members.
• The post holder will work closely with the Membership & Customer Service Manager in delivering the annual renewal cycle for members. Another key aspect of the role will involve data management and capture for prospective, new, and renewing clients.

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Key Responsibilities

• Process all membership applications (new members) including setting up subscriptions accurately.
• Assist with the emails into the membership inbox - including changes in contacts, addresses, membership package and access to their online account.
• Support the annual retention cycle for members, including chasing renewing and lapsed members that have yet to pay their subscription fees via phone calls and email and achieving monthly revenue targets.
• Support the delivery of the annual engagement programme for members, including activities such as contacting all new members within their first six months of membership to ensure that they have registered for their eLearning licences, ensuring that all new members receive invites to the BSC onboarding webinars, received their welcome communications and all onboarding calls within the first 6 months.
• Conducting one to one session on member request to guide members on website to access membership benefits.
• Support the delivery of membership certificates to new and renewed members.
• Working with the Membership & Customer Service Manager assisting in the delivery of the departments data management activities such as following up with all digital email bounces and respond to member requests to change contact/company/finance information.
• Contribute to the departments business integrity initiatives, including the preparation of how to guides, videos and mapping of business processes.
• Support the business objectives to drive positive company sales results.
• Support projects and campaigns.
• Support the delivery of the of Salesforce lightening project, championing best practice in data management across the organisation.
• Including any additional tasks/responsibilities that the Membership and Customer Service Manager or Head of Shared Services requests.
• Training interdepartmental staff on membership process (e.g. Customer Service and sales).
• Support Membership & Customer Service Manager in development of membership SOP's and membership product.
• Working with the Membership & Customer Service Manager assisting in the delivery of the monthly revenue reports.
• Support to Awards and Events through email promotions and updating members on exclusive member discounts via emails and calls while chasing renewals.

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Skills & Qualifications

• Excellent communication and collaboration skills
• Fluency with English (spoken and written)
• Confidence in making out-bound calls to a range of customers.
• Highly proficient with Microsoft Office
• The ability to 'think on their feet,' flexible and remain calm during busy periods
• Impeccable attention to detail and competency with working with data sets
• CRM (Salesforce) experience

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Experience

• 1-3 years' experience working in a busy and customer-facing and administration role.
• Sales and data management experience
• Experience of preparing reports and updates
• Financial administration experience
• Collaborating with international clients and stakeholders
• Experience of working with large data sets
• Experience of working for a membership professional body or an organisation with a charitable purpose
• Previous experience of utilising online awards software
• Experience of writing communications and marketing or web copy
• Experience of working with marketing teams
• Previous experience of working in a remote team

Job Types: Full-time, Permanent

Pay: ?35,000.00 - ?45,000.00 per month

Benefits:

• Health insurance
• Paid time off

Schedule:

• UK shift

Ability to commute/relocate:

• Andheri, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• What is your Current CTC and Expected CTC?

Experience:

• Customer service: 1 year (Required)

Work Location: In person