Membership Services Manager

Permanent employee, Full-time · Brussels, London

Your mission
Role introduction
We are seeking a Membership Services Manager to be the primary point of contact for all membership-related matters. The role involves engaging and supporting existing WFA members, fostering the growth of membership, and supporting the delivery of sponsorship packages at WFA conferences.

Responsibilities: 
Membership Engagement and Communication:
  • Actively listen to members, identify their needs, and provide relevant information.
  • Offer details on membership fees, policies, processes, and services.
  • Conduct engaging presentations to promote membership services.
  • Recommend services to members and potential members.
  • Respond to phone calls and written queries and concerns regarding membership.
  • Assess member eligibility and process applications, and requests.
Account Management / Member Retention:
  • Develop and implement strategies for member retention.
  • Handle account management to ensure member satisfaction and engagement.
  • Investigate and resolve or escalate membership and payment issues.
  • Business development strategies for member retention and growth.
Member Acquisition:
  • Drive initiatives to attract new members and expand the WFA community.
  • Develop and execute business development plans for member acquisition.
Industry Events:
  • Attend relevant industry events to represent WFA and engage with current and potential members.
  • Proficient networking and presentation skills at industry events.
  • Travel and overnight stays may be required in line with business needs.
Departmental Development:
  • Contribute to growing and developing the Membership Services department and the broader WFA membership strategy.
  • Contribute to business development strategies for the department and overall membership growth.
Team Inbox Management:
  • Manage the team inbox, ensuring timely responses and resolution of queries, diverting emails to relevant team members.
Database/CRM Maintenance:
  • Document all inquiries and maintain accurate membership records within the CRM.
  • Maintain and update the WFA's online database/CRM.
Administration:
  • Process membership applications and update membership collateral.
  • Refine and streamline administrative processes.
  • Manage bespoke and mass membership communications.
  • Undertake other membership administrative duties as required.

Your profile
Personal abilities & experience
  • Proven experience as an account management/customer relations role.
  • Membership/industry experience.
  • Knowledge of the marketing/advertising industry.
  • Interest and passion for marketing.
  • Strong presentation skills for business development activities.
  • Project management experience: able to take ownership and lead projects.
  • Some international experience and working with different cultures.
  • Confident in commercial conversations, face-to-face and remotely.
  • Excellent communication and partner management skills.
  • Proactive and committed, able to work autonomously and as part of a team but take responsibility for projects and drive them forward.
  • Excellent written and oral communication skills in English.
  • Speaks one additional EU language is preferred but not necessary.
Why us?
WFA offers:
  • A competitive salary and benefits package
  • Hybrid working environment.
  • Wellness window
  • Enhanced statutory holiday entitlement.
  • The opportunity to join a dynamic and ambitious team
  • A stimulating work environment in a fast-growing global organisation
About us
WFA is a global organisation that unites the collective interests of marketers. Serving as the resounding voice of marketers worldwide. The WFA stands at the forefront, representing 90% of the world’s marketing communications expenditure, equating to approximately US$900 billion annually. 

At the heart of our ethos lies a commitment to advancing marketing communications that are not only more impactful but also sustainable. Founded in 1953, the WFA has witnessed remarkable expansion, exemplified by the doubling of our membership within the past five years.

Our vision is to transform the marketing industry to better meet the evolving needs and expectations of people and society, driving positive impact and lasting change.

Guided by a steadfast mission, we empower a thriving global community of marketers to be bold and purpose-driven, by sharing best practices and insights that enable them to do better business while creating meaningful impact across society.

Spanning across more than 60 markets, the WFA unites over 130 of the world's most prominent brand owners and national advertiser associations. This convergence of forces fosters a dynamic global network and offers a unique source of leadership, expertise, and inspiration.

About the team
The WFA is a dynamic and growing organisation with a presence in key global markets. Headquartered in Brussels, our team extends across London, Singapore, and New York, collectively representing a diverse blend of motivated professionals from various nationalities. Under the guidance of our Chief Executive, Stephan Loerke, we are driven by a commitment to emulate and surpass the professional practices of our members. Despite being a not-for-profit organisation, we operate in a business environment and are rewarded based on success.

Our core values
Our five core values lie at the heart of what we stand for, uniting us with a profound sense of responsibility as a cohesive team. These values underpin our strategic decisions and actions, cultivating an environment that is deeply rooted in integrity, collaboration, and innovation:

  • Put People First: We value and foster human connection and our members are at the core of everything we do. 
  • Focus on What Matters: We channel our efforts and resources towards impactful endeavours that align with our vision and goals.
  • Cultivate Global Connections: We bring together a wealth of knowledge and talent, bridging cultural differences through collaboration and by building community.
  • Lead with Insight: Armed with industry-leading insights, we spearhead change and innovation, setting new benchmarks in our field.
  • Be Honest and Challenging, in Service of Marketing: We embody honesty, embracing challenges to propel marketing solutions that redefine industry standards.
We are looking forward to hearing from you!
Thank you for your interest in joining WFA. Please fill out the following short application form. Should you have difficulties with the upload of your data, please send an email to jobs@wfanet.org 

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