Working Hours
No fixed hours apply to this role. Core availability is expected Monday to Friday during business hours across relevant time zones, but you will be required to work whatever hours the role demands which may include evenings, weekends, on-call coverage, and response to operational activations. Your remuneration reflects this. You are expected to manage your time autonomously, consistent with the seniority of the position and the Company's obligations to its clients.
Work Pattern
Jersey-based; hybrid working by arrangement
Travel Requirements
Regular domestic and international travel to support membership delivery, readiness activities and member engagement
On-Call / Shift Work
Participation in the operations on-call rota; 24/7 availability for activation support
Special Conditions
Right to work in Jersey required
Purpose of the Role
To deliver and maintain Kenyon’s membership product as the business repositions into a membership model — coordinating the proposition, tier structure, annual readiness cycle, training-credit mechanics, collateral and reporting on behalf of the Head of Product. The role executes and administers the membership offer that the commercial and account teams sell and renew; strategy and pricing design sit with the Head of Product, and the renewal conversation and client relationships sit with Sales. Kenyon is a capability of TrustFlight; this role turns the membership repositioning into a working, well-run programme.
Scope & Decision-Making Authority
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Delivers against the membership product roadmap set by the Head of Product, making day-to-day operational decisions within agreed standards and brand guidelines without escalation.
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Any change to the proposition, tier structure, pricing or roadmap is escalated to the Head of Product; individual client commercial terms and renewals sit with Sales.
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Works across departments (Sales, Training, Operations, Marketing, Finance) to deliver membership materials and activities, but cannot commit their resource or budget.
Global membership product spanning all sectors, with initial focus on aviation, delivered from Jersey.
Key Relationships
Internal
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Head of Product — direct line manager; regular review of priorities, roadmap execution and delivery.
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Sales and account management — this role supplies the offer and materials; Sales owns renewals and client commercial relationships.
Head of Training & Learning — production of training-credit mechanics and readiness content as membership benefits.
External
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Members and prospective members — collect structured feedback into the proposition and materials, via the account team.
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Delivery and exercise partners — coordination of capacity and readiness-cycle delivery.
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Accreditation and quality bodies — supporting documentation and audit readiness for ISO 9001 and courseware accreditation.
Key Responsibilities
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Deliver and maintain the membership proposition and tier structure, implementing changes agreed with the Head of Product.
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Coordinate and run the annual membership readiness cycle (exercises, drills and reviews), delivering the schedule agreed with the Head of Product.
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Administer the training-credit mechanics and produce the facilitator guides, workbooks and competency pathways that make training-as-a-benefit deliverable, working with the Head of Training & Learning.
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Maintain the tier pricing and value-proposition materials, giving Sales up-to-date frameworks to sell and renew.
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Coordinate the delivery and capacity plan required to service the membership programme, escalating constraints to the Head of Product.
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Maintain the membership product health dashboard and produce monthly reporting on adoption, engagement, utilisation and churn indicators, drawing on post-course feedback and product-performance data.
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Maintain membership collateral and proposition materials, ensuring product information sheets and member-facing content are current, on-brand and version-controlled.
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Support accreditation and quality readiness for membership deliverables, maintaining documentation for ISO 9001 alignment and courseware accreditation where applicable.
Such other duties as may reasonably be required from time to time, commensurate with the level of the role.
Key Metrics for Success
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Deliver the membership proposition, tier structure and supporting materials to the schedule agreed with the Head of Product.
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Coordinate and deliver the annual membership readiness cycle, achieving at least 80% member participation within 12 months.
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Maintain benefit-utilisation reporting and support achievement of at least 70% utilisation across active members within 12 months.
Establish and maintain a live product health dashboard with monthly reporting from month 3.
AI & Digital Competency
TrustFlight is an AI-first organisation. Every role is expected to actively engage with AI tools and digital ways of working to drive efficiency, quality, and innovation.
Tier 2 — AI Practitioner
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Applies AI to optimise processes and decisions
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Designs prompts and workflows that leverage AI for analysis, reporting, or automation. Evaluates AI output quality and bias. Identifies new AI use cases within their function. Shares best practices with the team.
Role-Specific AI & Digital Skills
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Maintain the product health dashboard using AI-assisted analytics to surface engagement and churn trends.
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Use AI tools to analyse membership data and prepare tier and pricing options for the Head of Product.
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Configure AI-assisted reporting and workflow automation for the readiness cycle and monthly updates.
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Draft proposition, tier and benefit documentation with AI assistance, applying human review.
AI Development & Growth
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Complete the AI Practitioner onboarding programme within the first 30 days.
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Dedicate time each month to developing and refining AI-assisted product analytics.
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Share product and membership AI use cases and prompt libraries with the team quarterly.
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Participate in and contribute use cases to the internal AI community of practice.
Competencies & Behaviours
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Quality Focus — produces accurate, on-brand, version-controlled outputs; gets the detail right first time.
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Customer Centricity — keeps member needs at the centre of materials and delivery.
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Organisation & Prioritisation — manages a varied workload and competing deadlines independently.
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Delivery Focus — turns plans into well-run, on-time outputs without compromising quality.
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Collaboration — partners effectively with Sales, Product and Training so the offer is sellable and deliverable.
Required Qualifications & Experience
- Proven experience delivering, administering or coordinating a product, programme or membership offering, ideally in a subscription, membership or retainer model.
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Strong organisation and delivery discipline — able to manage tiers, materials, pricing frameworks and schedules with high accuracy and attention to detail.
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Confident communicator, credible with internal stakeholders and members across multiple sectors, including high-consequence industries.
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Analytically capable — able to maintain a product health dashboard and turn data into clear reporting.
Desirable Skills & Experience
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Experience supporting the launch or relaunch of a membership or tiering proposition.
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Familiarity with emergency response, crisis management or safety-critical services.
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Experience with readiness / exercise programmes, training-credit models, or ISO 9001 / TAP accreditation.
