Membership Success & Retention Executive
Working Hours: Monday to Friday - 9am till 5pm
Due to the anticipated volume of applications, only shortlisted candidates will be contacted. Interviews are expected to take place during the week commencing 6th July 2026. If you have not heard from us within a week of the closing date, please assume that your application has not been successful on this occasion.
About Staffordshire Chambers of Commerce
Staffordshire Chambers of Commerce has been in existence for over 200 years. It was borne out of a desire from businesses to meet together and trade and ensure that there was a voice for business and an organisation to represent their needs and deliver services to help them. We continue to deliver this role and have developed a wider relationship as part of the recognition of the contribution that the business community makes to economic and social success.
Job Description
Job Title: Membership Success & Retention Executive
Accountable To: Head of Membership and New Business
Location: Staffordshire Chambers of Commerce
Our Vision
All employees of the Chamber are expected to contribute to our vision:
‘Staffordshire Chambers believes that we can help all of the people of Staffordshire be more prosperous and have more opportunities, by helping business to belong to the Chamber and do things BETTER’.
Our Values
Our vision is supported by a set of core values which define the standards and behaviours which are expected of all employees:
We try new things
We are passionate about making a difference
We always put our members first
We achieve the highest standards
We seek to improve continuously
We are committed to equality of opportunity
We communicate well
We are consistent in our approach
We put colleagues and customers first
We are an outstanding team
We are focused on achieving our vision
We respect and support each other
We represent our members professionally
We make a positive contribution to the community
We act with integrity
We are open to change
We respond positively to customer feedback
We maximise opportunities
Job Purpose
To proactively monitor member engagement levels using agreed KPIs and engagement data, identifying members at risk of disengagement and conducting intervention conversations to understand barriers to engagement, demonstrate value and agree actions to increase involvement and retention.
To ensure every Chamber Member receives at least one structured annual review conversation, discussing their business objectives, satisfaction with Chamber membership, value received, future needs and opportunities for increased engagement.
To maintain and monitor member engagement and retention indicators, including attendance, utilisation of benefits, event participation, referrals, sponsorship activity and service usage, ensuring appropriate follow-up actions are taken where engagement falls below agreed thresholds.
To identify opportunities for highly engaged members to deepen their involvement with the Chamber through sponsorship, advertising, events, committees, awards, partnerships and other Chamber services where these align with the member's objectives.
To support the overall Chamber member experience, building relationships that drive membership retention and income through reviewing and encouraging membership benefit optimisation, whilst providing proactive membership support.
To provide excellent customer service in helping businesses find the answers to their issues by carrying out telephone business diagnostic/support calls and meeting members face to face at selected Events such as Meet the Members Breakfast and Speed networking.
Key Responsibilities
- To provide a coordination role for Staffordshire Chambers and their member to ensure that a full Chamber service is available to them.
- This role is primarily telephone-based, with a strong focus on proactive member engagement and relationship building.
- To provide support and service for steering groups responding to their requests. Issues using the whole Chamber team.
- To conduct proactive member engagement conversations, annual reviews, intervention calls and follow-up discussions with members, achieving agreed contact and engagement targets whilst gathering valuable insight into member needs, challenges and opportunities.
- To retain Chamber membership at the agreed target level, fulfil all given targets for the Chamber and for the different trade sections and groups in your designated area, and provide accurate, detailed tracking information to show progress.
- To refer to Sales Team any opportunities for new Chamber Members in line with personal targets as set, to assist in general recruitment of Members and growth of The Chamber Membership overall.
- To develop individual engagement plans where appropriate, encouraging members to experience new Chamber services, events, programmes and networking opportunities that support their business objectives.
- To ensure that Members are presented with ALL the opportunities in terms of additional revenues, sponsorship, Daily Focus advertising, Focus magazine advertising, Awards, Let’s Do Business & general events. Ensuring personal up-selling targets are achieved.
- To facilitate the delivery of membership services by providing information and supporting the members on how to access the benefits available to them. For example, providing login details to HR and legal help line, Health and Insurance plans and any other relevant services and partners.
- To manage member relationships throughout the member lifecycle, including onboarding, engagement, intervention, renewal and retention activity, ensuring members receive consistent support and maximum value from their membership.
- To deliver the agreed member journey programme, ensuring all members receive timely and meaningful contact, including onboarding calls, annual reviews, intervention conversations and renewal discussions, contributing towards Chamber retention targets of 85%-90% or above.
- To identify and manage a pipeline of at-risk members, maintaining records of intervention activity, agreed actions and outcomes, and working collaboratively with colleagues to improve member retention and satisfaction.
- To gather, analyse and communicate member feedback, concerns and emerging trends, providing recommendations to improve member experience, retention and overall Chamber value proposition.
- In consultation with members, provide the central events team with a programme for ideas for member events.
- To support in the delivery of the growth hub diagnostic service by completing diagnostic forms for business where appropriate and help with the QES surveys and Business Awards entries.
- To work with all internal Chamber teams including Policy, Business Support, Marketing, Events, Training and International Trade to ensure that all interests and needs of all members are communicated and to keep members informed of any changes to the offer and services of the Chamber as a whole and so be aware of all aspects of the Chamber.
- To attend specific events to meet members and encourage retention. Including events in Stafford, Stoke and across the whole of Staffordshire.
- Raise the profile of Staffordshire Chambers with the support of the marketing and events team and including the use of social media and the production of newsletters.
- To record all activities with members on Ready Membership, keeping the database up to date with amendments.
- To produce regular data, as requested by the CEO, or senior management on membership.
- To support finance team where required with follow up invoices and chase outstanding membership debts and to provide detailed information and research as to what business value (or don't value) from Chamber membership.
- To have own transport to enable travelling to events etc.
- To work hours outside of normal hours, as required, at Events, Awards, Lets Do Business as required.
- Assist in recruitment of Chamber Members through all opportunities given and refer these opportunities to the sales team.
- To adhere to all the Chambers policies and procedures, especially Health & Safety and IT and ensure compliance at all times.
- To work with the membership team to help develop the chamber offer, receive feedback and look amend offer to address concerns.
- To look at how the Chamber can use social media and Al to drive retention rates and to learn from other Chambers and/or membership organisations.
- Use AI for the script summary from phone calls and use this to update RM.
General Requirements
- Work diligently to meet the requirements of the role
- Use the Chambers’ CRM system and others as relevant to the role
- Always seek to Improve to achieve the highest quality standards and follow the Chambers’ quality assurance operating procedures
- Contribute to the Chambers’ commitment to work in a commercially successful way
- Participate in internal and external meetings and training as required
- Ensure that all relevant policies, procedures and working practices are adhered to at all times
- Participate positively in one to ones and appraisals
- Work in accordance with the Chambers’ culture, values, aims and objectives
- Always act as an ambassador for the Chamber at all times when dealing with members or representing the business
- Contribute to the Chambers’ team working environment, taking ownership of issues and supporting colleagues where appropriate
- Be flexible and willing to undertake any other duties that may be reasonably required
- To work from other Chamber offices as well as Stafford if required
Qualifications
- Minimum A-level standard (or equivalent)
- Sales and marketing qualification
Proven Experience
- Minimum two years' experience in a sales or member retention role
- Proven experience of working to targets
- Experience of working for a membership organisation
- Experience of working in a customer retention role with a tailored/ personalised offering
- Proven Experience of business development and using CRM systems
Knowledge, Skills and Abilities
- Highly competent use of IT, strong working knowledge of Microsoft office and CRM systems
- Outstanding customer service skills with the ability to listen and interpret customer needs
- Excellent verbal and written communication skills
- Problem solving skills with the ability to work on own initiative and the confidence to develop relationships
- Commitment to achieving the Chambers' vision
- Able to contribute positively with the Chambers BETTER values
- Time management, able to prioritise and achieve deadlines
Other Attributes
- Professional and friendly approach
- Positive and proactive
- Team player
- Self-starter
- Driver with own vehicle
- Able to work flexibly including evenings and weekends when required
We provide the following services to support businesses start, grow and succeed.
Business Support – we are, at our heart, a membership organisation and believe that the best business support can come from the services we offer through our experienced staff. We have a range of member only services as well as funded programmes. We have developed specific membership offers to reflect our local economy in response to various sector groups in membership.
Enterprise Support – we aim to inspire the entrepreneurs of tomorrow through bringing schools and businesses closer together, helping individuals start up their own business, educating teachers on the businesses in the area and supporting students in HE and FE to have the relevant skills for business and industry. We have established a club specifically for fledgling businesses to help them get established and lead into membership of the Chambers.
Trade – we encourage international trade through our export documentation service as well as supporting local trading through exhibitions, events and lobbying for local procurement opportunities. We have launched a specific international trade membership offer.
Training – we have a comprehensive, business focussed programme of training to encourage the workforce to reach its full potential, and which can be delivered on our premises or in a business through a bespoke service. We are developing our offer through partnerships with the universities and FE colleges in the county.
Events - we organise over 150 events each year of varying scale and size. This supports and informs business, helps strengthen supply chains and informs the business community of funding, finance, legislation, opportunities and risks.
Representation – this is a service at the heart of Staffordshire Chambers and is largely to support members. We do take on issues that affect he whole business community and lobby at all levels of policy and decision making.
How to Apply
Please send your CV to Karena Pawlak together with a supporting letter detailing how you meet the requirements of Membership Success & Retention Executive and how you support the Chamber BETTER values.
Applications should be emailed or posted/delivered to Staffordshire Chamber of Commerce, Commerce House, Festival Park, Stoke On Trent ST1 5BE.
We reserve the right to close the applicable window early.
Staffordshire Chambers of Commerce is an equal opportunities employer
Data Protection
Staffordshire Chambers of Commerce will use any data you provide in your application to assess your suitability for the position advertised This data will not be further processed unless your application is successful.
All candidate information gathered through our recruitment campaigns will be protected and we will fulfil the requirements of the relevant legislation.
In the case of unsuccessful applicants, we will retain all relevant recruitment paperwork for a period of 12 months in case of any claim/dispute, after this time the paperwork will be destroyed by shredding or other confidential waste disposal methods.
Successful candidates will have their recruitment paperwork retained within personnel files and in line with our data retention schedule.
The Chamber will not use any form of automated processes in its recruitment decision making.
If you require any further information in relation to the protection of your data, please contact us using the details above or view our HR Privacy Policy at www.staffordshirechambers.co.uk
Job Types: Full-time, Permanent contract
Salary: £32,000
Schedule:
- Monday to Friday
- 9am - 5pm
Work Location: In person(Office)
Expected start date: ASAP
Job Types: Full-time, Permanent
Pay: Up to £32,000.00 per year
Work Location: In person
