Membership Manager

Job Description

Application Deadline: 11/06/2024


Membership Manager



Reports to:

Chief Operating Officer


Competitive salary depending on experience

About the Role:

As the Membership Manager at Gem-A, you will hold a pivotal role in overseeing the administration and strategic development of our Membership function, ensuring exceptional service delivery and engagement. This full-time, hybrid role based in London combines office presence with the flexibility of remote work.


Membership Administration and Communication:

  • Be the first point of contact and provide a customer focused, friendly, and knowledgeable service for anyone seeking Membership information. You will be responsible for providing and administering Gem-A Membership services globally.
  • Responsible for the end-to-end annual Gem-A Membership renewal process including review of Membership pricing.
  • Manage all aspects of the new Member’s application process ensuring that new Members receive high quality service.
  • Regularly review Membership workflows and internal process, make recommendations, and implement improvements.
  • Provide high quality customer service to attract new members and retain existing members.
  • Provide real time insights, statistics, and management information on Membership data.
  • Lead development of Membership communications and newsletters in collaboration with the external marketing consultant on all membership campaigns, including renewals, and events.
  • Ensure that Membership communications are accurate, timely and follow the Gem-A branding guidelines.
  • Manage and update the Member areas of the Gem-A website.


Membership Engagement and Relationship Building:

  • Lead Gem-A’s Membership engagement strategy including reviewing benefits and benchmarking these against other similar professional membership organisations.
  • Launch, and manage the Gem-A Membership area, including managing the content development in collaboration with subject matter experts.
  • Lead the Gem-A annual Membership events calendar including organising Member workshops, webinars, Gem Centrals and other events.


  • Strong understanding of Membership environment with a demonstrable track record of working within the membership function.
  • Knowledge and understanding of recruitment and retention strategies for membership organisations.
  • Knowledge of the gems and jewellery industry is desirable but not essential.
  • Educated to a degree level.


  • Demonstrable experience of delivering highly effective membership services, including experience of sustaining, and increasing membership revenue and numbers.
  • Experience of delivering solid membership relationship and engagement programmes.
  • Experience of CRM, CMS (WordPress) systems and proficient user of MS365.
  • Experience of MailChimp is desirable.
  • Experience delivering digital communication programmes to members and driving digital campaigns.
  • Demonstrable experience of managing membership administration and processes including, renewals


Personal Attributes: 

  • Excellent customer service delivery skills.
  • Excellent verbal and written communication skills, ability to liaise and present confidently at all levels.
  • Flexibility to work on own initiative and under pressure.
  • Team player.
  • Flexibility to work out of hours and occasionally on weekends for Membership events.


What We Offer

  • Competitive salary.
  • Enrolment to Gem-A’s pension scheme with an employer contribution of 4% per annum.
  • 20 days annual leave increasing by 1 day for a maximum of 25 days after a year’s service.
  • Employee’s Assistance Programme.
  • Opportunities for Continuing Professional Development, including free enrolment on all Gem-A courses (subject to training contract).
  • Free annual eye test and contribution towards glasses for VDU use only.