Community Manager
Manchester Digital -
We are looking for a Community Manager to join the Manchester Digital Memberships team to maximise the growth and success of our membership base. Acquisition and retention is a key focus of this team, through our own and external events, internal referrals and engagement activity.
Manchester Digital is a leading, not for profit, tech trade body based in Manchester, dedicated to fostering growth and collaboration within the regional digital and technology ecosystem. With a commitment to driving innovation and economic development, we provide a platform for digital and tech employers to connect, learn, collaborate and thrive.
Our Community Manager will be the key liaison between our Membership base and us as an organisation, and will ensure our organisation goals, vision and direction, correlate with those of the community and wider sector that we represent.
The role requires someone who is not only able to listen carefully to what our members are saying, but can turn this into actionable intelligence that our Senior Leadership Team can use to build and shape our initiatives and offering as we grow.
You will maximise the success and demonstrable value that our community receives from their membership through community engagement, support, content distribution and physical interaction.
Who would be a good fit for this role?
Ideally you will:
- Already come from a Community Manager background or have worked in roles such as Customer Success or Account management.
- Have a keen interest in the technology sector.
- Have experience of using and maintaining CRM systems.
- Have experience of quantifying, demonstrating and promoting value to members or customers.
- Have excellent people and communication skills, both as Community Engagement Manager but also internally within Manchester Digital.
- Have proven experience in customer or member retention and ability to work independently to drive our Membership Team to deliver Member success.
- Ability to work with many stakeholders including marketing, technical, finance and business development for each of our members, new and existing.
- Be a very proactive individual, a self starter and keen to constantly learn!
What will be your responsibilities?
Reporting to the Head of Operations, your key responsibilities will be focussed on membership engagement and retention and will be measured through membership satisfaction scores, acquisition of new members and renewal/retention rates.
As part of this role, your key responsibilities will include:
- Ownership of our membership success which will be measured through renewal rates, retention and other metrics.
- Own and evolve the Value Realisation Plan for our members and continuously ensure that value for membership is highlighted and demonstrated. This will include acting as product owner for individual membership and our value proposition.
- Proactively identify membership retention risks and drive our mitigation strategy.
- Maintain strong relationships with our membership base through 1-1 and wider group contact and communication.
- Proactively on-board new members.
- Manage an acquisition target that feeds into our overall Membership Growth targets.
- Update and maintain our membership database with relevant account details / contacts / value built and interactions.
- Beyond direct interaction between the organisation and our members, you will be responsible for recording and reporting on wider engagement that you see on at least a monthly basis.
- Contribution to organisation/member communications.
- Continuously review and improve the member experience at different points in the life cycle.
- Coordinate with key stakeholders and procurement teams from within our members to ensure timely renewals.
What is on offer?
The role offers a competitive salary (£29,000 - £34,000 DOE) plus:
- 25 days holiday per year
- Quarterly team activities
- Workplace pension
- Hybrid/flexible working
Our team currently work Monday to Friday, 9am - 5:30pm and Friday 9am - 5pm, but there may be an occasional need to support or represent Manchester Digital at early morning or evening events.
Our flexible working policy incorporates two fixed days working from our Manchester office (Tuesday and Thursday) with the flexibility to be able to work remotely on the other 3 days.
How to apply?
Please email your CV and covering letter to info@cureclient.com
The Manchester Digital application process will consist of 3 stages:
- Stage 1: An initial review of your application against our role criteria. In addition to sending us your CV, we kindly ask you to send us a motivation letter telling us what excites you about this position
- Stage 2: An interview with our Head of Operations and a member of our Memberships team. This will involve a small role-play around demonstrating value and objection handling - full details will be provided to successful applicants.
- Stage 3: A final stage 30 minute chat with our Managing Director
