Member Success / Relationship Manager

London
Full Time
Posted
1 month ago

Who is LGBT Great?  

LGBT Great is the platform of 50 financial services organisations working together to improve sustainability. We provide our corporate members with the influence, insights, and visibility they need to build trust with the LGBT+ community to enhance business, reputation, and talent. We exist to bring our inspiring community members and financial services businesses together. We strive to empower our members to collaborate to play our role in making the world a better place.  

Our vision is for financial services and business to become the most trusted place of choice for LGBT+ talent, clients, and investors, with every firm advocating visibly. We strive to be leaders in creating positive cultural change and desire to partner with organisations that are committed to really making a difference. Read more about LGBT Great here.  

Why is now an exciting time to join our team?   

This is a pivotal and exciting moment for the organisation as we embark on an exciting five-year growth strategy, which will see our business transform into a truly global platform. The Member Relationship Manager will be responsible for managing up to 50 member relationships, and partners, comprising companies of all sizes and representing a range of different types of businesses. Our members, both existing and new, are drawn from across the UK, EMEA, USA and APAC regions.  

The role will liaise directly with senior business leaders as well as diversity and inclusion, recruitment, and HR professionals in existing and prospective members. You will build relationships with existing members, and support both the recruitment and onboarding of new LGBT Great members through collaboration with LGBT Great’s sales, insights, project and marketing teams.  

We have a hybrid working policy, which means you will manage your own diary, but we would love to see you at the offices in Warnford Court at least twice a week. We believe that regular facetime with team members is very important. This role is one that will work directly with both internal and external stakeholders and some travel to client sites may be required from time to time.  

Why are we recruiting this important role now?  

As of January 2022, we became the Allied People Group, our group company and home to The Ocean Partnership and LGBT Great. To succeed, the development of our LGBT Great Membership relationship function is of key strategic priority and fully supported by our Board of Directors. 

Why is this a great opportunity to thrive?  

The Member Relationship Manager will be empowered to design, and build, an E2E member account development and expansion strategy. The role provides the opportunity to engage with a portfolio of member organisations externally, to be a visible representative of the company externally, and to help us grow our brand.  

What are the role opportunities and responsibilities?  

Developing LGBT Great member relationships  

  • Building and deepening relationships with member organisations across global locations.  

  • Ensuring that members are kept informed of LGBT Great’s programmes.  

  • Development of an annual member survey to understand opportunities and needs.  

  • Increasing member value with a focus on the delivery of account management principles.  

  • Driving increased membership retention and satisfaction by understanding member priorities.  

  • Maintaining accurate member records by tracking activity on the CRM system.  

  • Cross-selling of training, recruitment, membership upgrades and sponsorships.  

  • Tracking, monitoring and reporting on membership engagement metrics.  

Empowering the recruitment of new members and partners to LGBT Great  

  • Continuously working to support LGBT Great in community building.   

  • Supporting new business development and sales activities with the Global Managing Director.  

  • Supporting the sales process from open to close, drawing on member insights to both help identify potential targets and develop sales materials to highlight the value of LGBT Great’s membership proposition.  

  • Building and recruiting an effective partnership proposition.  

Developing specialist knowledge to help deepen LGBT Great’s membership offering  

  • Continuously working to build LGBT+ diversity and inclusion SME knowledge.  

  • Encouraging members to complete the LGBT Great iiBT benchmarking tool.  

  • Consulting with members via important pulse surveys to channel feedback back into the business.  

  • Supporting the LGBT Great team with management and implementation of central programmes.  

  • Leading and participating in webinars and event discussions, where required.  

  • Representing LGBT Great at external events and conferences.  

What will you bring to LGBT Great?  

Knowledge and Experience: 

The knowledge needed to fully fulfil the role opportunities and requirements:  

  • Knowledge of and interest in LGBT+ equality and inclusion.  

  • Experience working with external stakeholders, preferably senior stakeholders.  

  • Experience working within a corporate membership organisation (desirable).  

  • Experience within a consulting, sales, recruitment and/or diversity business environment.  

  • Experience writing sales or Business cases, proposals, sales enablement collateral.  

Skills:  

The skills needed to fully fulfil the role opportunities and requirements:  

  • Interpersonal: community building and networking skills, comfortable partnering with senior leaders. 

  • Strategic and business thinking: ability to understand business strategy and how LGBT+ inclusion translates.  The ability to be think laterally and solve problems.  

  • Consulting: Leveraging data and insights to help shape stakeholder thinking and decision-making.  

  • Writing: the ability to write compelling and influential external/client-facing copy.  

  • Planning and organisation: self-motivated and delivery-oriented; exceptional organisational and team working skills; ability to work under pressure/meet tight deadlines.  

  • Communication: ability to synthesise large volumes of information into compelling client-focused deliverables.  

  • Confident in Microsoft Office (i.e. Word, Excel and PowerPoint).  

Behaviours: 

The behaviours needed to fully fulfil the role opportunities and requirements:  

  • Taking Ownership - resourcefulness, organising plans effectively, ability to influence, irrespective of hierarchy, positive and constructive.  

  • Collaboration – Sharing ideas and idea generation, encouraging conversation, able to feedback and manage upwards.  

  • Transparency – Doing what we say and saying what we do. Being accountable for the actions and impact we create.  

  • Ambition – creating opportunities for members and colleagues. Striving for member satisfaction and prioritising revenue generation. Challenging the mindset of ‘what we have always done’.  

  • Empowerment – Supporting colleagues, spotlighting great ideas, and working to help members build greater confidence around LGBT+ inclusion.  

  • Agile – practical and flexible in exploring member needs and adapting to different business environments.  

  • Analytical – Confidently able to gather, analyse and manipulate data to tell compelling stories; confident in understanding and identifying risks; excellent attention to detail.   

  What is the recruitment process? 

  1. 1st Interview – Global Managing Director.  

  1. 2nd Interview – LGBT Great Team Members.  

  1. Final Interview - Team meet and greet at our offices.  

Location
Bank, London. Hybrid Working