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Hackney Bridge Membership Manager

At a glance

Make Shift
£30,000 per year
Closing date
Full Time
40 hours per week

About the Role

As the Hackney Bridge Membership Manager you will take the lead on improving the experience of being a Member. From helping Members progress on their journeys and ensuring that they feel part of a community, to enabling them to make a positive social impact within the local neighbourhood – you’ll be the key contact point for Members across the project.

  • Provide excellent customer service to Members through a variety of touchpoints (face-to-face, email, phone)
  • Manage all communications to Members, including planning, delivery against copy guidelines, and reporting on engagement statistics, to ensure Members remain engaged with the project
  • Act as the CRM lead for the project, ensuring that all Membership data remains up to date, and the project team are encouraged and supported to use the CRM
  • Manage an events programme that fosters connections between Members, helps to develop a sense of community, and provides Members with business support advice
  • Successfully onboard and welcome new members to the project to ensure they get off to the best start.  Work with the wider Membership and Make Shift teams to continually improve the onboarding process
  • Organise regular check-ins with Members to build relationships and understand needs and share key insights with the wider Hackney Bridge and Make Shift teams
  • Work closely with the Engagement Manager to help deliver opportunities for Members to make a positive social impact within the wider Hackney Wick area
  • Work closely with the Lettings Manager to review membership applications to ensure the right Members join the project
  • Work closely with the Marketing Manager to help tell the Member’s story to the outside world
  • Contribute to regular reporting to ensure that the Hackney Bridge team, key stakeholders and Make Shift understand our wider progress against strategic objectives
  • Work with the wider Hackney Bridge site team, and Make Shift, to develop systems and processes which ensure a smooth experience for Members at Hackney Bridge, understanding the pain points across the membership journey and suggesting effective solutions

About You

  • Excellent communication skills both written and verbal
  • Excellent CRM skills, or an excellent aptitude to learn new technology quickly
  • Ability to successfully influence others
  • Methodical and organised approach to tasks
  • Good ability to design. implement and embed new processes
  • Creative thinker that can turn ideas into practical outputs
  • Excellent interpersonal skills with the ability to develop good working relationships with a broad range of Members and stakeholders
  • Ability to remain positive and resilient to the challenges of working at a small organisation with a big mission and a large number of passionate stakeholders Experience
  • Minimum 3 years working in a membership organisation or a similar customer engagement role

How to Apply

To apply, please send your CV and a brief cover note to with the subject heading ‘Hackney Bridge Membership Manager – Application’

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