About the position
Our client, market leader in the South African Roadside Assistance Services, is currently recruiting a permanent position for a Membership Manager, based in Gauteng.
The Membership Manager is responsible for driving the growth and sustainability of the Association's membership base. This individual will develop and execute comprehensive strategies to attract new members, increase membership sales, and ensure high levels of member satisfaction, engagement and retention.
- Department: Commercial
- Direct Report to: Chief Commercial Officer
- Direct Reports: Supervisor: Sales & Retentions
Duties and Responsibilities:
- Develop, implement, and manage a robust membership sales strategy to achieve growth targets for new member acquisition, engagement and retention
- Identify and pursue new market segments and opportunities for membership expansion
- Collaborate with the marketing team to create compelling campaigns, promotional materials, and sales collateral that articulate the membership value proposition
- Oversee the entire sales funnel for prospective members, from lead generation to conversion
- Analyse market trends, competitor activities, and member feedback to continually refine sales strategies, and offerings
- Design and execute comprehensive member retention strategies to minimise churn and maximise member loyalty
- Implement targeted engagement initiatives to enhance member satisfaction and active participation
- Monitor member lifecycle and identify at-risk members, implementing proactive intervention strategies
- Oversee the management of member benefits, ensuring they remain relevant, valuable, and effectively communicated and utilised
- Act as a key point of contact for high-value members and complex member queries, fostering strong relationships
- Set and manage team sales targets for membership acquisition and renewal
- Implement and optimise CRM systems to track leads, manage member data, and monitor sales performance
- Oversee the membership onboarding process to ensure a positive initial experience for new members
- Manage member service standards, ensuring timely and effective resolution of queries and issues
- Track, analyse, and report on key membership metrics, including acquisition rates, retention rates, churn, engagement levels, and revenue
- Utilise data insights to identify trends, forecast membership numbers, and inform strategic decision-making
- Prepare regular reports for senior management on membership performance and strategic recommendations
- Collaborate closely with other departments (e.g. IT, Marketing, Operations, Finance) to ensure a cohesive membership and integrated approach to the Association's goals
Minimum Requirements:
Education:
- Bachelor's Degree in Marketing, Business Administration, Communications, or a related field
Experience:
- Minimum of 5-7 years of experience in membership management, sales, business development, or customer relationship management, with a proven track record of achieving sales and retention targets
- Demonstrable experience in developing and implementing successful sales and retention strategies
- Strong understanding of CRM systems and their application in membership management
- Experience with data analysis and reporting to drive strategic decisions
Knowledge and Skills:
- Proven ability to persuade, influence, and close deals
- Driven by targets and committed to achieving measurable outcomes
- Ability to build and maintain rapport with diverse stakeholders
- Ability to interpret data, identify trends, and make data-driven decisions
- Dedicated to understanding and meeting member needs
- Resourceful and proactive in addressing challenges
- Ability to collaborate effectively with internal teams and external partners
- Ability to thrive in a dynamic environment and manage multiple priorities
Salary:
Desired Skills:
- Membership
- Manager
- Gauteng
