Customer Relationship Manager - Membership Engagement

Customer Relationshop Manager - Membership Engagement 

Contract Type: Fixed Term Contract - 12 months

Location: Hybrid - 20% in the office per month 

About Us

We’re Nominet, a world-leading domain name registry operating at the heart of the UK internet. While we're best known for running UK domains, we also help protect public services from cyber threats.
As a public benefit company, our work has a positive impact on society. We’ve donated millions to projects that use technology to improve people’s lives and have committed to delivering £60m worth of support over the next three years. We’re also already a Carbon Neutral company and we’re committed to helping the UK reach Net Zero by 2050.

About the role

Supporting the drive to Make Membership Matter  

• Working with the Head of Membership Engagement to implement and deliver the agreed membership engagement strategy; driving increased engagement with membership, value, use and understanding of Nominet strategy and services by our members.  Equally, driving increased support for and understanding of our members by Nominet, actively participating in the Member Community, responding to member questions, and building dialogue. Supporting the delivery of a programme of events that engage members and staff, working with the team and comms team to implement.  

• Managing the delivery of the annual member survey and ad-hoc surveys as required. Providing administrative and organisational support to the running of Give Hub panel meetings that oversee donations to charities proposed by our members. Work with colleagues to ensure the Member Hub supports the membership engagement strategy and provides an up-to-date source of information for members. Play a key role in member onboarding, ensuring capture of relevant member data and insights, and play a key role in formulating a roadmap to improve and inform CRM information that allows for future member personalisation, and improvements to the member experience/journey.

Responsibilties 

• Maintain respectful dialogue with members of the Community, facilitating answers to important member questions. 

• Digest and support the communication of key changes affecting members via the Member hub, email, and Community, working with comms and cross-functionally. 

• Support the implementation of the member engagement strategy.  

• Monitor, maintain, and produce regular monthly and quarterly Membership engagement metrics to report to the Exec, Board, and Corporate Affairs team, and track team & personal OKRS. 

• Manage the Engagement inbox, triaging, responding, and providing solutions to member needs and queries. 

• Oversee key member email communications. - inc. producing Membership Matters content monthly, in conjunction with comms, and ensuring a pipeline of members are set up for Member profiles. 

• Maintain an accurate cross-functional comms/events calendar, ensuring buy-in from key staff & that the Membership team is aware of ongoing project dates that affect Members. 

• Support delivery of a programme of high-quality member engagement events (webinars, face-to-face and blended) working closely with the events team  

• Research topics & content for engagement programme, as and when required. 

• Encourage and influence key internal stakeholders to engage with members. 

• Encourage members to engage with Nominet services. 

• Ensure the values of Nominet are maintained in dealing with membership. 

• Deliver annual membership survey and any additional surveys as required 

• Maintain oversight of Member Hub, ensuring information is accurate and up to date.

Key Deliverables 

• Play a key role in facilitating the objective to Make Membership Matter through increased depth and breadth of member engagement with Nominet. 

• Maintain and build transparency with members on key issues 

• Maintain a visible presence with members, esp. on Community alongside Head of Membership Engagement 

• Member Hub is maintained to a high standard (quality and timeliness) 

• Events are delivered to a high standard,d fulfilling member needs (quality and attendance) 

• Communications are delivered to a high standard. 

• Data is captured and managed to a high standard. 

• The membership perceives Nominet to be confident, transparent, and easy to do business with

About you and your experience

• Demonstrable experience of working in a communications environment  

• Proven ability to influence through verbal and written communication 

• Experienced in ensuring accuracy in all communications with excellent attention to detail 

• Skilled planner with experience in managing multiple concurrent activities  

• Significant experience with digital channels such as website, community platforms, webinars, etc  

Nice to have

• Understanding of the role members play in corporate governance  

• Experience of stakeholder engagement 

• Market research experience 

• Membership organisation experience  

• Experience in the Registry/DNS sector. 

What we offer

• 30 days annual leave plus bank holidays, with the ability to purchase an additional 5 days
• Early Friday finish, 4 and a half day working week
• Bupa private healthcare + Employee Assistance Programme
• Electric vehicle scheme with on-site charging points
• Rewards platform with access to discounts at hundreds of shops, restaurants etc.
• MediCash discounts on routine healthcare including optical, dental and much more
• Company and individual performance-based annual bonus

Please note, all roles working for Nominet will be subject to a Baseline Personnel Security Standard (BPSS) check. Some roles will require additional security clearance due to the nature of their work.  Nominet is also unable to offer Visa Support in any capacity.

We’re proud to be an Equal Opportunity Employer, and we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone.
If there are any adjustments we could make to the recruitment and selection process to support you, please let us know.