Location: 12 Bloomsbury Square, Holborn, London (Hybrid – 2 days per week in the office)

Company Overview:

Ciarb is a professional membership body for alternative dispute resolution practitioners. We support our members through advocacy, professional standards, training, and guidance. We are committed to maintaining the highest standards of governance, compliance, and integrity in all that we do.

Position Overview:

The Head of Membership provides strategic and operational leadership for Ciarb’s membership function, ensuring the delivery of an outstanding member experience whilst driving sustainable membership growth, engagement, retention and operational excellence.

The role is responsible for delivering Ciarb’s membership strategy and Member Value Proposition, ensuring members receive clear value throughout every stage of the membership lifecycle. Working across the organisation and with Ciarb’s global branch network, the postholder will use insight, innovation and continuous improvement to strengthen member engagement and develop membership operations.

The Head of Membership will champion the voice of our members and ensure membership remains central to Ciarb’s future development.

Key Responsibilities:

Membership Strategy

• Support the Membership and Engagement Director in developing long-term membership plans and strategic initiatives.

• Develop and continuously evolve the Member Value Proposition, ensuring it reflects member needs and strategic priorities.

• Identify opportunities for membership growth, retention and engagement across global markets.

Membership Growth & Retention

• Develop and deliver strategies to increase membership acquisition, progression and retention.

• Monitor membership performance against agreed KPIs and recommend actions to improve results.

• Use member insight, research and analytics to shape membership and E&T products.

• Lead initiatives to improve member satisfaction, loyalty and lifetime value.

• Work closely with marketing to deliver integrated acquisition and renewal campaigns.

Member Experience

• Support the end-to-end member journey, ensuring every interaction delivers a high-quality experience.

• Use feedback, surveys and operational insight to drive continuous improvement.

• Ensure services meet the needs of members across all grades, geographies and career stages.

• Oversee the development of membership engagement activity including annual events programme in conjunction with events team.

• Oversee the development of member communications in conjunction with marketing team.

Membership Operations

• Provide strategic oversight of membership operations, ensuring efficient, accurate and customer-focused service delivery.

• Oversee membership applications, renewals, progression, subscriptions and CRM operations.

• Ensure operational processes are effective and aligned with organisational objectives.

• Sponsor continuous improvement, automation and digital transformation across membership services.

• Ensure appropriate governance, policies and data quality standards are maintained.

Data and Insight

• Monitor membership trends, engagement, renewals, financial performance and customer satisfaction.

Financial Management and Budgeting

• Manage the annual membership budget and income forecasts.

• Monitor subscription income and retention performance.

• Identify opportunities to grow member income.

• Ensure membership resources are used effectively and deliver value for money.

Leadership of Membership Team

• Provide coaching and day-to-day support for Membership and Events Teams.

• Manage Membership and Events Team’s annual objectives and performance.

• Identify development opportunities for team.

Experience:

Essential Experience

• Experience developing and implementing membership strategies.

• Proven track record of delivering membership growth, engagement and retention.

• Experience leading and developing high-performing teams.

• Experience managing organisational change and service improvement.

• Experience using CRM systems, data and insight to improve performance.

• Experience managing budgets and membership income.

Essential Skills

• Strategic thinking with strong operational delivery.

• Excellent leadership and people management skills.

• Outstanding stakeholder engagement and influencing skills.

• Strong analytical and decision-making skills.

• Excellent written, verbal and presentation skills.

• Ability to lead organisational change and digital transformation.

• Excellent planning, prioritisation and project management skills.

Desirable

• Experience working within a professional body, membership organisation, or institute.

• Experience working with volunteers, governance committees or branch networks.

• Knowledge of the ADR, legal or professional services sector.

What's in it for you?

Contract: Permanent

Working Style: Full Time, 35 hours per week.

Salary: £55,000 – 65,000 (depending on experience)

Annual leave: 25 days per annum plus UK bank holidays

Sick pay: Enhanced company scheme subject to terms and conditions

My Free Time: We offer up to 12 additional wellbeing days a year