Inverness Chamber of Commerce is Recruiting - Head of Membership
6 December 2023

- Job title
- Head of Membership
- Reports to
- Chief Executive Officer
- Hours
- 35
- Salary
- up to £32,500 p.a. depending on experience
- Location
- Inverness
- Contract type
- Permanent
Job Description and Person Specification
Job Title: Head of Membership
Salary: circa £32,500 dependent on experience per annum for a full time role (35 hours per week)
Location(s): Inverness
Contract: This is a permanent post for 35 hours per week.
Our hybrid working policy allows for a proportion of work to happen at home but we expect a minimum of 50% of hours to be spent in the office. Work at home during the first six months of employment is only allowed in exceptional circumstances.
Responsible to: Chief Executive Officer
Responsible for: Membership Manager
Overall Purpose of the Post:
The Head of Membership leads on all our interactions with our member organisations. There are two main goals:
- to build strong relationships with all our members, to ensure that membership is delivering value, and to help members achieve their business objectives
- to grow the membership of the Chamber by retaining current members and attracting new members
The membership department is responsible for account management of members and ensuring a good level of communication with each member throughout the year, therefore developing a clear understanding of each member’s needs and requirements to ensure that Inverness Chamber services provide value to them. These services might include connecting them with other members, helping to promote their business or services and, if appropriate and in line with overall Chamber policy, to help advance their business agenda to local and/or national government.
Responsibilities and Key duties
Leadership, Management, Planning & Reporting
Along with the Chief Executive, and other senior staff, develop a strategy for membership that will specifically:
increase the number of new members
improve the retention rate of existing members
agree an annual target for the overall number of members and achieve that target
improve the satisfaction level of members
ensure a minimum number of annual contact points with each member
in so far as possible ensure that each member is using services that the Chamber can offer to help achieve their business aims
improve the overall business environment in the region
review the membership benefits on a regular basis and make recommendations for their improvements
review the price of membership on an annual basis and make recommendations for changes
Day to day activities
Ensure that all members, and particularly new members, achieve the most from their membership through induction and involving them in Chamber events
Ensure that all appropriate membership administration is undertaken – including recording interactions on CRM, preparing accurate and timely invoicing for membership for execution by our finance manager and writing reports for our board on membership performance
Prospect and qualify leads and conduct sales presentations resulting in new members
Continue to build relationships with not yet renewed and lapsed members
Ensure that any members’ complaints or service delivery issues are resolved quickly
Maintain expert knowledge of all member benefits and services
Raise awareness of additional Chamber services to our membership and increase sales of these services
Represent the Chamber at events, functions and meetings, as appropriate.
Record interactions with members on social media as appropriate to promote both the member’s business and the Chamber of Commerce
Develop knowledge of all member businesses to be able to facilitate meaningful business connections
Play your role as a senior member of the Chamber of Commerce staff
Performance indicators
Increase in overall Chamber membership
Increase in member satisfaction
Improvement in member retention rates
The job description is not exhaustive, the post holder may be asked to undertake and perform other responsibilities and duties which are appropriate to the scope and seniority of the post.
All of the responsibilities and duties are to be carried out according to the Inverness Chamber of Commerce’s standards, policies and procedures.
The post will require some travel locally and regionally and will require some activity outside of normal working hours.
Person Specification
KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED
We have listed below some of the education and qualifications/ experience / skills and abilities and personal qualities we think are required to do this role. We don’t expect anyone to have all of these attributes – if you can tick the box on most of these, we would be delighted to have your application.
Experience
Our members’ businesses vary greatly in sector and scale so experience of working within a variety of business environments would be advantageous
Working within a business support organisation
Sales track record with proven experience of meeting or exceeding targets
Proven track record in business-to-business account management or relationship role
Managing a small team
Income budget management
Skills / Ability
Strong organisational skills
Strong interpersonal and verbal communication skills
Excellent communication and presentations skills in writing and in person
Good networking skills
Ability to develop effective external working partnerships
Ability to work collaboratively
Working knowledge of MS Office
Personal
Ability to work on own initiative, manage own time, prioritise and meet tight deadlines
Personable with the ability to get along with a wide range of people
The ability to connect people together
A knowledge of the Highlands of Scotland and the regions’ businesses
How to apply
You should find everything you need in the Job Description and Person Specification which can be downloaded here but if you need further information, or would like an informal conversation before applying, then please contact me at colin@inverness-chamber.co.uk
To apply please email me with your CV and a short covering letter (maximum 1000 words) which outlines why you would like to be the Inverness Chamber of Commerce Head of Membership, why you think you are suitable for the post and how your experience to date matches the person specification. The closing date for applications is Friday 15th December 2023 and initial interviews are likely to be in the week of 8th January 2024.