Member Success Director | Circa £78,500 + 13% bonus, car & excellent benefits | Permanent | Hybrid
Shape the future of insurer partnerships at Thatcham Research. Our data, insight, research, and expertise support some of the UK's leading motor insurers, helping them make better decisions and deliver better outcomes for their customers.
We're looking for a Member Success Director to build and strengthen relationships with a portfolio of our most influential insurer members. This is a highly visible and strategic role where you'll act as a trusted advisor, relationship leader, and internal advocate - ensuring our members maximise the value they gain from their partnership with Thatcham Research. If you enjoy operating at executive level, influencing strategy, and turning complex challenges into meaningful business outcomes, we'd love to hear from you.
What you'll be doing
As Member Success Director, you'll take ownership of a portfolio of key insurer members, building long-term strategic partnerships with leading UK motor insurers.
You'll engage with stakeholders from operational teams through to C-Suite executives, helping members unlock value from Thatcham's products, data, research, and expertise across areas including pricing, underwriting, claims, repair, and business strategy. You'll be both strategic and hands-on, driving initiatives from concept through to successful outcomes.
Lead Strategic Member Relationships
Develop and deliver strategic account plans aligned to each member's business objectives
Build trusted, long-term relationships with senior decision-makers and executive leaders
Identify opportunities to deepen engagement and expand value across member organisations
Position Thatcham Research as a strategic partner rather than simply a supplier
Drive Member Success and Value
Help members maximise the adoption and use of Thatcham's products, data, and insights
Understand member challenges and identify opportunities where Thatcham can add value
Measure and demonstrate the impact and benefits delivered through our partnerships
Proactively address challenges, risks, or areas of low engagement
Influence Internally and Externally
Act as the voice of the member within Thatcham Research
Coordinate cross-functional teams to deliver a seamless member experience
Feed market insight and customer feedback into product development and future strategy
Represent member priorities in business planning and decision-making discussions
Deliver Meaningful Outcomes
Lead strategic initiatives and high-profile member engagements
Ensure commitments are delivered to a high standard and on time
Maintain momentum across multiple stakeholders, priorities, and projects
Drive continuous improvement in how we support and engage with our members
Skills & experience that will set you up for success in this role:
We're seeking an experienced relationship leader with a thorough understanding of the UK insurance market and a proven ability to manage complex, high-value business relationships. You’ll bring:
Deep knowledge of the UK motor insurance sector, including pricing, underwriting, claims, repair, and data-driven decision-making
Experience managing strategic B2B relationships, ideally with major insurance organisations
Exceptional stakeholder management and influencing skills, including experience working with executive and C-Suite audiences
Commercial awareness and the ability to translate complex information into clear business value
Experience developing strategic account plans and delivering measurable customer outcomes
Excellent communication, facilitation, and presentation skills
Experience leading through influence within complex matrix environments
Why join Thatcham Research?
This is an opportunity to play a key role in shaping how some of the UK's leading insurers engage with Thatcham Research and benefit from our expertise.
You'll join an organisation that combines industry-leading research, innovation, and insight with a genuine commitment to making a difference across the automotive and insurance sectors.
Did you know...
Research tells us that men are more likely to apply to jobs if they meet only 60% of the criteria, whereas women often hesitate or don't apply unless they meet all of the criteria. This difference in application behaviour can contribute to the gender gap in career advancement and opportunities.
We know the perfect candidate doesn't exist! If you think you have what it takes but don't tick every box, we'd still encourage you to apply - it could be a perfect fit!
Perks & Benefits
Salary - Circa £78,500 negotiable dependent on skills & experience.
Up to 13% annual bonus
Car allowance - £600 / month or Company Car
10% non-contributory pension
29 days holiday (inclusive of Christmas shutdown) + public holidays
Private Health Insurance for you and your immediate family
Group Life Assurance (equal to 4 x basic salary)
Group Income Protection (after 6 months’ service)
Salary Sacrifice schemes (cycle to work, home & tech scheme)
Enhanced and competitive parental leave for all parents, regardless of gender or family structure
Moneyhealth’s Financial Coaching & Wellbeing Platform
Health Cash Plan (cash back on eligible medical treatments)
Reward & Recognition Programme
Discounted gym membership
Free on-site parking with EV charging
Sports & Social club
Payroll charitable giving
Subsidised on-site restaurant
When we work
Our standard working hours are 8:30 - 16:30 Monday - Thursday, early finish on Friday - 8:30 - 15:45
How we work
We understand the benefits of remote and in-person collaboration and therefore have a hybrid working model – you’ll be expected to work from our office at least two days per week.
Due the nature of this role, we’d expect you to be offsite visiting our members more often than being in the office. Expect frequent travel across the UK to Insurer sites, blended with hybrid working from either our Berkshire or Nottinghamshire office.
What we do
At the cutting edge of automotive research in the UK, Thatcham Research has a unique role in shaping the design of new vehicles and influencing ever higher standards of safety, security and repair. With an on-site Crash Laboratory, Repair Technology Centre and Training Academy, our research expertise is driving some of the very latest automotive developments in technology, materials and standards in this fast moving and highly technical industry.
Our Gamston facility is one of the UK’s leading sites for active safety, trialling and assessing the latest crash avoidance and driver assistance technologies.
Our Values
As an organisation that believes a strong set of Values are key to our organisational success and a sense of belonging for all colleagues, we ask that you understand, represent and apply our Values of Fearless, Inquisitive, Resourceful, Supportive and Trusted and demonstrate these Values throughout the recruitment process.
Our Commitment to Diversity, Inclusion & Belonging
We are dedicated to fostering an inclusive workplace which values diversity and embraces each individual's authentic self. We are proud to champion a culture where colleagues freely share their diverse perspectives, recognising that these contribute to our innovative spirit. Our journey of growth and understanding is continuous as we actively invest in diversity training, workshops, and partnerships to ensure positive change.
Beyond our partnerships with the Automotive 30% Club and Women in Data (WiD), we collaborate with various organisations to advance equity not only in gender but also across ethnicity, age, disability, social mobility, LGBTQ+ identities, experiences, and thinking. Our aspiration is to create an environment where everyone thrives, achieves, and experiences a genuine sense of belonging.
Recruitment process
We’re proud to manage our recruitment in-house and believe this direct approach enables us to give you the best possible Employee Experience we can – which starts right here, your application! We’re continuously striving to improve the candidate journey, and transparency (or communication) is a key area of focus – yes, even with salary & benefits.
What can you expect from our recruitment process?
Regular updates on the progress / outcome of your application
An initial telephone screening call with a Talent Acquisition Partner
First interview with the hiring manager, usually via Teams
Second/Final interview, in-person at our office (we may give you a role specific task to present on!)
Personalised feedback following your interview – because everyone deserves that!
An opportunity to give us your honest feedback in a short survey on all of the above
Check out our post on using AI during your application and interview!
We’re committed to removing barriers. If there are any adjustments we can make to better support you, please let us know when you apply.
All applicants must have Right to Work in the UK.
If you experience any technical issues when completing your application, please get in touch at [email protected] and we’ll be happy to help.
To ensure fairness and protect your data, we’re unable to accept applications or CVs via email. The best way to apply and to stay updated on your progress, is through our online application form.
