Head of Membership Innovation

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Position not right for you? Share it with someone you know. Head of Membership Innovation Reference: NOV2 Expiry date: 15:00, 15 December 2020 Location: Manchester Salary: Competitive Benefits: Free Race Gold membership, Cycle to work scheme, pension, free eye tests, employee assistance programme with shopping perks and access to NCC facilities, including free car park and much more. At British Cycling our vision is: together we can make Britain a great cycling nation and we are looking for people who are excited about joining us on this journey. We are digitally transforming, and innovation will be key to develop new and improved customer propositions that can help us achieve our vision. To do this we are looking for exceptional people who live our values and behaviours and who can inspire others through innovation, passion, integrity and unity, embrace change and deliver results. We now have an exciting opportunity for someone to join our team as the Head of Membership Innovation.The successful candidate will The Head of Membership Innovation will work as part of the Customer Engagement team to establish and deliver our vision which will transform the organisation and enable it to grow through the recruitment of new members and the retention of existing members. Much of the delivery will be through the start of our digital transformation journey, therefore experience in digital transformation and will be key. The role holder needs to have a mix of vision and ideas coupled with a strong track record of delivery and able to develop a membership engagement strategy and acquisition plan with market and insight led products to generate revenue growth for British Cycling. The successful candidate will also enjoy a generous benefits package that includes: Free Race Gold membership, Cycle to Work scheme with shower facilities and secure bike storage, a group pension, free eye tests, employee assistance programme with shopping perks and access to NCC facilities, including free car parking and much more. The role of Head of Membership Innovation is all about: Working collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement. Delivering on the vision for a digital proposition to transform our product offering to members and prospective customers Leading on the implementation of our engagement strategy with existing and prospective customers ensuring, member retention and acquisition. Growing the contactable base of customers and paying members profitably and sustainably to support ambitious revenue targets Supporting and develop the customer call centre and experience in line with the engagement strategy Overseeing the development of new market and insight led membership products and services to increase revenue and market share for British Cycling across the cycling market. Pursuing market leading and highly personalised customer interaction, driving industry leading levels of customer satisfaction through innovation, digital progress and insight. Driving up conversion rates and reduce attrition through a clear operating framework of data capture, audience segmentation and targeted communications. Developing innovative and cost-effective solutions to improve the customer experience and meet the needs of members/ customers in a cost effective and scalable way. Responsibility for the membership budget, anticipate trends and adjust the allocations of resources and investment to deliver against revenue and cost targets. Influencing colleagues across all directorate functions to support the membership in bringing your engagement and innovation strategy to life. Being a key part of the organisation’s Digital Transformation journey, educating colleagues and delivering key elements to increase engagement and understanding both internally and externally Representing the customer and driving innovation into the customer journey with outcomes that drive simplicity and efficiency for all. The key skills, knowledge and experience we are looking for are: The ability to develop relationships, ideally with experience working with Commercial Partners, external agencies and internal departments. A degree in a relevant area or discipline, or equivalent workplace experience Substantial experience of managing teams and technologies in delivering the customer experience with a track record of delivering growth, preferably in a membership/subscriptions and digital environment Experience of working in an agile, product led environment focused on the principle of continuous improvement of the user experience. Experience of applying innovative solutions to solve problems for customers Experience of planning and delivering large scale digital change initiatives Proven skills in managing and monetising large data sets in a B2C organisation A dynamic operational leader with strong influencing and people management skills, able to drive the business forward in pursuit of ambitious targets Inspirational presentation and communication skills with an ability to interact and connect across all levels of the organisation Familiarity with the range of technologies involved in the end-to-end customer experience and relationship management, including CRM systems, marketing automation tools, social channel management platforms, customer data platforms, call centre operations and financial batch processing. Knowledge and experience of using Crystal Reports, Power BI or equivalent business intelligence tools Proven experience achieving results in a complex, commercial organisation through detail orientation, strong analytical skills and effective budgetary control Experience of working in the sport sector or other membership organisation Preferably an active member of the cycling community but not essential.  Interview Date: 11th December 2020 To apply, please complete the online application form with your supporting evidence. We welcome applications from all sections of the community, regardless of age, race, colour, sex, marital status, religion, ethnic origin, nationality, disability or sexual orientation. Any appointment will be made on merit alone. For more information on British Cycling please visit . 

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