Title: Head of membership experience
Salary: Circa £45,000
Location: Head office, Rossett
Reporting to: Director of marketing and member experience
Closing date: 23 March 2025
Reference: HOME/MAR/2025
Role information
The purpose of the head of membership experience role is to lead and enhance the membership experience at BASC, by developing and implementing strategies for member recruitment, retention and engagement.
The role will oversee the membership team, ensuring exceptional service and a seamless experience for all members, while working closely with the head of marketing to drive membership growth.
Our vision
All BASC employees are expected to contribute to our vision:
Fight for sustainable shooting and conservation of the countryside.
Key accountabilities and responsibilities
- Develop and implement a membership strategy that drives recruitment, retention and engagement.
- Lead, develop, and oversee the membership team, ensuring efficient processes, high-quality service delivery and a culture of excellence.
- Collaborate with the head of marketing to create targeted campaigns for new member acquisition and renewal.
- Develop member engagement initiatives, such as exclusive events, loyalty programmes and digital experiences.
- Analyse member feedback and data to enhance services and identify opportunities for improvement.
- Manage the membership database and CRM system, ensuring accurate data and reporting.
- Work with the wider organisation to align membership strategies with BASC’s overall objectives.
- Oversee the implementation of member benefits, ensuring they are competitive and appealing.
- Ensure compliance with relevant data protection regulations in handling member information.
- Prepare membership reports and insights for senior management, highlighting key trends and performance.
- Build process maps and key documentation to improve business processes and enhance organisational resilience.
- Proactively assess and identify opportunities for improvement in the overall membership experience, ensuring continuous enhancement of service delivery
- Manage relationships with key suppliers, including the mailing house, to ensure efficient membership communication distribution.
- Continuously review and re-design membership products, ensuring they remain relevant, competitive and aligned with member needs and BASC’s strategic objectives.
| Experience | Essential skills, knowledge and achievements |
Extensive experience in membership management, customer experience, or a similar role within a membership organisation. Excellent understanding of CRM systems, membership databases and digital engagement tools. Passion for delivering exceptional customer service and member satisfaction. While not essential, a background or strong understanding of the shooting, conservation, or countryside sectors would be beneficial in aligning membership initiatives with BASC’s mission and member interests.
| Strong leadership and team management skills, with experience overseeing a customer service team. Strategic thinker with a data-driven approach to improving membership growth and retention. Outstanding communication and stakeholder management skills. Ability to work collaboratively with marketing, events and operational teams to enhance the overall membership proposition.
|
General requirements
BASC head office is based in Marford Mill, Rossett, with country and regional offices across the UK.
We have an agile working approach, with our core hours being between 8.30 – 5.30 Monday to Friday. We do expect some weekend and out-of-hours working to support our membership engagement. Your working hours are stated in your contract of employment.
You are expected to be flexible, agile and willing to undertake any other duties that may be reasonably required.
All our employees must always act as a positive ambassador for the association when dealing with members or representing the association in other ways.
| Essential requirements for role | |
| Driving licence | YES |
| DBS check | NO |
| Firearms certificate | NO |
| Shotgun certificate | NO |
