Job Advert
OPRL are the UK's independent experts in recyclability for packaging, best known for our world-leading on-pack recycling labels that we supply to our members. We work to achieve OPRL's vision of A world where packaging doesn't go to waste.
Due to continued growth in our membership base and the increasing demand for our services, we are looking for a Member Engagement Manager to join our team. This role is focused on building strong relationships with our members, delivering an excellent customer experience, and ensuring our services continue to meet the evolving needs of the packaging and sustainability sector.
Reporting to the Director of Technical and Member Services, you will play a key role in supporting member retention, increasing engagement, and helping to develop scalable member services as the industry moves towards mandatory labelling requirements.
We operate a hybrid working pattern with a minimum of two days per week office-based in Banbury. Flexible working arrangements may be considered for the right candidate.
Key Responsibilities will include:
Member Relationship Management
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Build and maintain strong relationships with key member accounts.
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Act as a trusted point of contact, ensuring members receive excellent and timely support.
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Demonstrate available tools, services and resources to maximise member engagement.
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Keep members informed of relevant developments, updates and industry changes.
Account Management & Reporting
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Maintain accurate CRM records for assigned accounts.
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Monitor and report on member engagement and account activity.
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Identify trends, opportunities and areas for service improvement.
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Support member retention initiatives through proactive account management.
Communications & Engagement
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Work closely with the Marketing team to deliver member communications and engagement programmes.
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Support the planning and delivery of webinars, events and member activities.
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Champion the OPRL brand and ensure consistent messaging across all touchpoints.
Represent OPRL at industry events and networking opportunities.
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Service Development & Continuous Improvement
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Resolve member queries and issues in a professional and timely manner.
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Help identify opportunities to improve and streamline member services.
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Support the development of scalable and automated service delivery processes.
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Encourage best practice and uphold OPRL's standards of service excellence.
Skills & Experience
Essential
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Experience in a customer service, customer success, account management or membership role.
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Excellent written and verbal communication skills.
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Strong organisational skills with the ability to manage multiple priorities.
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Ability to work independently and take ownership of responsibilities.
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Proficient in Microsoft Office.
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Experience building and maintaining stakeholder relationships.
Desirable
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Experience working within a membership, association or service-based organisation.
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Experience using CRM systems, ideally HubSpot.
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Experience working within the environmental, sustainability or packaging sectors.
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Experience delivering customer engagement or retention initiatives.
Personal Attributes
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Excellent relationship builder with a customer-focused approach.
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Proactive and self-motivated.
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Strong problem-solving skills.
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Well organised with excellent attention to detail.
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Collaborative and supportive team player.
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Comfortable representing the organisation externally.
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Adaptable and able to work across a variety of activities.
Behaviours
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Aligns with the organisation values: Independent, Pioneering, Expert and Ethical.
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Supports a customer-first approach in everything they do.
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Demonstrates the organisational behaviours: Inclusive, eMpowered, Proud, Achieving Excellence, Customer-focused and Trust (IMPACT).
Benefits Package
In addition to your core salary of £38,000 - £43,000 FTE (depending on experience), you will be eligible for an annual bonus plus an attractive benefits package including:
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Hybrid and flexible working
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25 days holiday per year (pro-rata)
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Pension Scheme
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Maternity and Paternity package
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Childcare holiday scheme days
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Healthcare cover
