Head of Member Experience - Rugby, United Kingdom - Institution of Chemical Engineers

Institution of Chemical Engineers

Verified Company

Rugby, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Founded in 1922, the Institution of Chemical Engineers (IChemE) is the UK based and internationally recognised qualifying body and learned society for chemical, biochemical and process engineers.

We exist to advance chemical engineering's contribution for the benefit of society.

Position:

We are looking for a dynamic and proactive Head of Member Experience to lead our diverse range of front-line member service activities.

The role holder will be responsible for ensuring that our global members receive the highest level of service and satisfaction, have a positive and fulfilling experience, thereby ensuring member retention, loyalty and advocacy.

They will be a key contributor to achieving IChemE's strategic goal of supporting a vibrant and thriving profession.

Located at IChemE's Head Office in Rugby, this role will lead our front-line, member-facing unit alongside working with other specialist teams across the Institution and with our governance bodies to uphold exceptional service for our members.

Requirements:

1.

Member Experience strategy development - work with the Director of Member Experience and other senior leaders to develop and implement strategic plans which enhance the member experience.

Team leadership - leading
and managing the member services team, providing guidance, training and support to ensure they are equipped to deliver excellent service to members.

Performance and KPI monitoring - providing the highest level of reporting against KPIs for a range of audiences including peers, senior management and governance groups.

Cross-departmental collaboration - proactively engaging with other departments and committees across the institution and beyond to ensure a seamless member experience across all touchpoints.

Member Advocacy - acting as an advocate for members within the institution and through our committees and stakeholders, ensuring their needs and expectations are met and their voices are heard.

Other information:

This position is based in Rugby (CV21 3HQ) we are currently working to a minimum of three days from the Rugby office and the remainder working from your UK home location.

There will be times when you may be required to attend the workplace on remote working days as and when IChemE requires.

Should this happen we will give you reasonable notice.

This is a permanent full-time role based on 37.5 hours per week working Monday through to Friday (core hours from 10:00-12:00 and 14:30-16:00).

Flexibility will be required to meet business needs.

Interviews are likely to take place as follows:

Stage
Teams call w/c Monday 11 December 202
Stage
in-person interviews at IChemE offices in Rugby on 15 or 18 December 2023

Starting salary is
£48,000 - £55,000 per annum (depending on experience).

IChemE benefits of employment include:

Annual performance reviews
Training and development opportunities
Company contributory pension scheme that matches employee contributions by 1.5 times up to a maximum capped 12% employer contribution
Life assurance linked to being an active member of the pension scheme
28 days annual leave (plus bank holidays) for full time members of staff
Company paid sickness leave after 6 months employment and increased at intervals based on length of service
Employee Assistance Programme and wellbeing support
Health cash plan (cash back on optical, dental, physio and more)
Financial support to help cover the cost of professional membership subscriptions if relevant to your role
Free parking and refreshments at our Rugby Office