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Director of Membership

Hours: 35
Salary: Attractive plus a competitive benefits package
Location: Head Office, Blackpool Business Park
Status: Permanent 

View the Job Description
The FSB is one of the largest and most respected membership organisations in the UK.  It offers a wide range of valuable business services and products but also plays a vital role in representing the needs of small and medium-sized businesses through its campaigning and lobbying activities, and its powerful voice that is heard in Government.  It is now looking to recruit into this newly-created position of Director of Membership which will see the customer placed at the forefront of its activities.

The Challenge

To define and deliver the customer experience strategy which will ensure that the needs of its customers are always given the highest priority.

To map and manage the customer journey ensuring that the customer experience is maximised and results in more engaged customers and an increased membership.

To manage regular customer surveys which measure customer satisfaction and to act on customer feedback whilst analysing any significant changes to customer satisfaction levels.

To build the skills and knowledge of the Contact Centre Team which will result in the delivery of outstanding service and total customer satisfaction.

To constantly look to improve processes and to maximise the use of management information.

To maintain a first-hand knowledge of the market, including competitor activity and ensure that the FSB adapts and responds to market changes.

To work in collaboration with the Marketing Director on the development and introduction of relevant new products and services.

The Candidate

You should be operating at a senior level with responsibility for customer service/customer experience journey.

You will be able to demonstrate how you have delivered measurable and sustained improvements to customer satisfaction levels and improved Net Promoter Scores (NPS).

An effective team player, you should be prepared to challenge colleagues and hold people to account in order to place the customer experience at the forefront of the organisation.

Your background should include a leadership role within a Contact Centre/Call Centre environment.

With a highly inspirational and motivational leadership style, you should be capable of energising your team to deliver outstanding levels of customer service whilst always challenging the team to strive for excellence.

All applicants must be able to provide at interview stage their highest education certificates as listed on their CV and verification of their eligibility to work in the UK. The policy of FSB is that all job applicants and employees shall be given equal opportunities in all the areas of employment. This means that job applicants and employees will not receive less favourable treatment on the grounds of gender, sexual orientation, age, marital status, colour, race, ethnic origin, religious beliefs or disability. Neither will they be disadvantaged by conditions or requirements that cannot be shown to be relevant to the job.

Applicants are advised to apply early, we reserve the right to close a vacancy prior to the closing date if a high number of applications are received. If you are successful and short listed for interview you will be contacted by email.  To apply for this role please email your CV and covering letter to