Member Insights and Operations Officer

The Membership development and support department sits centrally within the NHS Alliance delivering key aspects of the member offer directly as well as supporting the broader organisation. The team delivers both member-facing forums including virtual meetings and member events, as well delivering broader membership functions including member renewal, insight, operations and CRM system support. This role plays a key role in the effective delivery and continuous improvement of member insights and operations. The post holder will play a critical role in supporting the smooth running of the department, including coordinating logistics of team events, maintaining accurate CRM and membership records and supporting the delivery of projects. The postholder will be highly organised, comfortable working at pace across a range of different tasks across multiple systems and platforms, and committed to delivering excellence for our members.

Responsibilities

• Produce reports and insights using data from a range of sources including CRM and Excel.
• Manage shared mailboxes, ensuring a high-quality and responsive service.
• Support the delivery of meetings and events, taking notes, sharing intelligence across the organisation and providing general administrative support to the team.
• Keep CRM contact details and membership records accurate and up to date., Contribute to the delivery of key projects, related to member engagement, recruitment and retention, including member visits, insight calls and membership renewals process, building excellent relationships with colleagues across multiple teams.
• Drafting reports and briefings on member insights, engagement, visits and membership renewals using excel, CRM, PowerPoint and other systems to highlight trends and issues, including creating graphs and tables to share data and support decision making.
• Manage shared mailboxes with a customer-focused approach ensuring timely and accurate responses and a positive experience for members and prospective members, and maintaining relevant membership records.
• Take notes of meetings and events, sharing intelligence across the organisation where appropriate, and providing general administrative support across the department for example managing subscriptions, raising purchase orders, setting up new suppliers and organising team meetings.
• Carry out routine CRM updates including monitoring email bounce-backs, responding to alerts about contact changes and liaising with members and colleagues across Networks and comms to ensure details are accurate.
• Support when required any logistics for forums and events as part of the wider team, including drafting communications and on-the-day support for online or face-to-face sessions (typically in London).
• Strong interpersonal skills with the ability to build positive and effective working relationships with colleagues across team boundaries, managing competing deadlines and championing a culture of collaboration
• Highly developed IT proficiency with demonstrable skills in using multiple different systems such as CRM, excel, website, email platforms and optimising engagement and experience for users and stakeholders
• Ability to extract data from systems and analyse data with skills in creating graphs and tables to share insights
• Experience of supporting meetings and events, including preparing written materials and taking clear and accurate notes or actions.
• Ability to communicate regularly with a range of members and prospective members, typically Board level and senior stakeholders as well as internal stakeholders
• Strong attention to detail able to manage routine administrative tasks reliably and maintain smooth workflows across multiple priorities.

Desirable

• Good understanding of the role of a membership organisation
• Experience using customer relationship management (CRM) tools, such as Salesforce or Microsoft Dynamics 365

Person Specification - Experience Essential

• Strong interpersonal skills with the ability to build positive and effective working relationships with colleagues across team boundaries, managing competing deadlines and championing a culture of collaboration
• Highly developed IT proficiency with demonstrable skills in using multiple different systems such as CRM, excel, website, email platforms and optimising engagement and experience for users and stakeholders

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