Member Experience and Engagement Manager

TheMember Experience and Engagement Manager plays a critical role in delivering afirst-class, end-to-end experience for LGBT Great members. This is ahigh-impact, client-facing role, suited to atop-tier, highly organised professional who thrives on building strong relationships, driving engagement, and consistently delivering exceptional service.

As theprimary point of contact for members, you will own and manage all touchpoints across the membership lifecycle - from onboarding through to renewal - ensuring a seamless, high-quality, and proactive experience at every stage.

This role requires an individual who combinesstrategic account management capability with meticulous delivery discipline, ensuring that every interaction reflects the quality and professionalism of the LGBT Great brand.

In addition, you will lead the design, coordination, and facilitation of training programmes, deliveringengaging, impactful, and inclusive learning experiences tailored to member needs.

Working cross-functionally, you will partner closely with the CEO and wider team to ensure strong alignment betweenmember engagement, commercial outcomes, and programme delivery excellence.

Key Responsibilities

Member Experience & Engagement

• Act as thelead relationship manager for LGBT Great members, building trusted, long-term partnerships
• Own and manage thefull membership lifecycle, from onboarding through to renewal
• Deliver ahighly responsive, professional, and consistent communication experience
• Proactivelymonitor engagement levels, identifying opportunities to deepen relationships and increase member value
• Ensure every member interaction reflects apremium, high-quality service standard

Training & Programme Delivery

• Lead theend-to-end delivery of training programmes including:
• Scheduling and coordination with members
• Pre-brief consultations to understand organisational context and objectives
• Designing and tailoring content to maximise relevance and impact
• Facilitatinghigh-quality, engaging sessions with confidence and credibility
• Ensure all training aligns withLGBT Great’s frameworks and standards
• Capture feedback and drivecontinuous improvement in delivery quality and member impact

Planning, Organisation & Delivery Excellence

This role demandsexceptional organisational capability, forward planning, and the ability to manage multiple priorities while maintaining a consistently high standard of delivery.

• Quarterly Engagement Discipline
• Ensure every member is engaged at least once per quarter through structured success meetings
• Plan proactively to maintain consistency and avoid reactive scheduling
• Peak Season Planning
• Secure key delivery periods well in advance i.e. Pride Month
• Work with members to align activity with key inclusion moments
• Capacity & Workload Management
• Maintainbalanced delivery across the year, avoiding peak overload
• Optimise quieter months (e.g. August, December) for planning, follow-ups, and improvement
• Deliver consistently without compromising quality
• Forward Planning Discipline
• Operate with an8–12 week forward planning horizon
• Maintain arolling engagement and training calendar
• Provide clear visibility of delivery, workload, and capacity
• Partner closely with the Head of Operations to align delivery with resourcing

Collaboration & Internal Working

• Work closely with the CEO to supportmember retention, renewals, and strategic insights
• Collaborate across training, marketing, research, and operations teams to ensure ajoined-up member experience
• Share insights and feedback to informcontinuous improvement and strategic development

Skills & Experience

Essential

• Proven experience inaccount management, client services, or membership-based environments
• Demonstrable track record of delivering ahigh-quality client or member experience
• Strong experience intraining facilitation, workshops, or client delivery
• Exceptionalorganisation, planning, and time management skills
• Excellent communication andstakeholder management capability

Desirable

• Experience inDEI, HR, Learning & Development, or professional services
• Ability todesign, adapt, and tailor content to different audiences

Success Measures (What Good Looks Like)

• Every memberactively engaged at least once per quarter
• Training delivery ishigh quality, well-planned, and consistently executed
• Strongmember satisfaction, engagement, and retention outcomes
• Clear evidence offorward planning, organisation, and delivery discipline
• Afirst-class, consistent member experience across all touchpoints