Director of Membership and Engagement
POSITION OVERVIEW
The Director of Membership and Engagement plays a strategic leadership role in developing and delivering Ciarb’s global membership proposition. This role is based in London with a minimum requirement of 2 days in the office. They are responsible for growing, engaging, and retaining the Institute’s diverse membership base through the effective delivery of high-impact engagement strategies, member services, marketing and communications campaigns, events, and the Dispute Appointment Service (DAS). The role ensures that Ciarb’s value proposition remains relevant, responsive, and member-centred, while supporting the organisation’s mission to promote and facilitate alternative dispute resolution globally.
KEY RESPONSIBILITIES
Strategic Leadership
- Lead the development and execution of the global membership and engagement strategy in alignment with Ciarb’s organisational objectives.
- Act as a key member of the Senior Management Team (SMT), contributing to strategic planning, change programmes, and organisational growth.
- Use data-driven insights and member feedback to inform decisions and prioritise initiatives.
- Provide strategic direction for marketing, sales, and engagement campaigns to enhance brand presence and increase Ciarb’s global reach.
Membership Growth and Retention
- Drive initiatives to increase membership acquisition and retention across all grades and regions.
- Oversee the development of value-adding member benefits, services, and recognition schemes.
- Ensure membership operations are efficient, inclusive, and deliver excellent customer experience.
Marketing and Communications
- Provide strategic direction to all marketing and communications activity, ensuring consistency of brand, tone of voice, and messaging across all channels.
- Lead multi-channel marketing campaigns to raise Ciarb’s profile and promote its services and programmes globally.
- Oversee the production and dissemination of member communications, newsletters, promotional materials, and digital content.
Events and Member Engagement
- Oversee the planning and delivery of Ciarb’s conferences, webinars, regional events, and digital engagement initiatives.
- Work in collaboration with global branches to strengthen regional engagement and ensure consistent service delivery.
- Ensure the events programme supports CPD, networking, and visibility for members and partners.
Dispute Appointment Service (DAS)
- Provide oversight to the Dispute Appointment Service, ensuring it operates efficiently, transparently, and in line with best practice.
- Identify opportunities for growth and innovation within DAS to support Ciarb’s mission and member value.
Team Leadership and Financial Management
- Lead and develop high-performing, cross-functional teams, creating a culture of collaboration, innovation, and accountability.
- Manage budgets and resources effectively, ensuring cost-efficiency and maximum return on investment.
- Foster a performance-driven environment, with clear objectives, KPIs, and regular reporting to the Executive and Board.
EXPERIENCE
Essential
- Substantial senior-level leadership experience, ideally within a professional membership body, chartered institute, or similar not-for-profit organisation.
- Demonstrable success in driving membership growth and delivering high-impact member engagement and retention strategies across international markets.
- Experience developing and implementing multi-channel marketing and communication strategies with measurable outcomes.
- Proven ability to lead events and engagement programmes that support member value, visibility, and professional development.
- Experience leading high-performing, cross-functional teams across marketing, membership, communications, and operations.
- Strong financial management experience, including budgeting, forecasting, and reporting at Executive or Board level.
- Experience building positive, productive relationships with governance committees, boards, and external stakeholders.
- Knowledge of and commitment to best practice in equality, diversity, inclusion (EDI) and member accessibility.
- Exceptional written and verbal communication skills, with experience preparing Board-level reports and presenting at events.
- Evidence of delivering successful integrated marketing and engagement campaigns, including digital and CRM-led strategies.
Desirable
- Knowledge of alternative dispute resolution (ADR) or legal sector.
- Experience working with or supporting volunteer branches or regional committees.
- Familiarity with CRM systems and digital transformation in a membership or service delivery context.
- Experience managing or overseeing a dispute appointment or case allocation service.
- International experience and/or foreign language proficiency.
Skills And Attributes
- Strategic thinker with the ability to translate organisational goals into actionable plans.
- Inclusive, collaborative leader with the ability to inspire, coach, and motivate teams.
- Member- and service-focused mindset, with a commitment to continuous improvement.
- Politically and culturally astute with strong stakeholder engagement skills.
- Excellent interpersonal skills, able to communicate with authority and empathy.
- Highly organised and detail-oriented with the ability to manage multiple priorities.
- Comfortable operating in a fast-paced, dynamic environment leading through change.
- Strong commitment to the values and mission of Ciarb and a passion for delivering impact globally.
What's in it for you?
Contract: Permanent
Salary: between £90,000 - £110,000 per annum (Dependent on Experience)
Annual leave: 25 days per annum plus UK bank holidays
Sick pay: Enhanced company scheme subject to terms and conditions
Life assurance: Company life assurance scheme (4 x annual salary)
Pension: Generous Pension Scheme (from day 1 of joining)
Check out the full range of benefits on offer by using the benefits tab at the top of the page
Application Notes:
A covering letter of ideally one A4 page but no more than one along with your CV is required to complete your application.
See below to view guidance on constructing a cover letter.


The deadline for applications is 23:59 hours by Sunday 27th July 2025.
- Department
- Membership and Engagement
- Locations
- The Chartered Institute of Arbitrators
- Remote status
- Hybrid
About Ciarb
The Chartered Institute of Arbitrators (Ciarb) is a leading global professional membership organisation dedicated to promoting and facilitating the use of alternative dispute resolution (ADR) methods. Ciarb has a rich history spanning over a century and as a UK registered charity Ciarb works in the public interest through our global network of 44 branches to advance the understanding and practice of ADR worldwide.
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