Member Services Manager

Reports To:

Member Services Director

Location:

• St. George’s Park, Staffordshire
• Travel and overnight stays as required

Hours of Work:

37.5 hours per week, plus weekend and evening work as required

Salary

Dependent on experience

Role Summary and Purpose

The Member Services Manager will play an important role within the LMA’s Member Services team, contributing to the achievement of the LMA’s aims and objectives including:

• Build and maintain strong member affinity and relationships with all LMA members, across all
  member categories
• Overall delivery, development and tracking of the LMA 1-to-1 member services, including in
  the areas of career development and employment skills, mentoring and professional
  development
• Responsibility for the services, resources and processes within the LMA 1-to-1 programme
• Oversee and deliver a member communication plan, including the co-ordination of regular and
  varied updates to LMA members
• Marketing of the LMA’s member services through the production of publications, brochures
  and leaflets
• Contribute to the delivery of the LMA Institute programmes, including qualifications and CPD
  events
• Ensure robust tracking and reporting processes across all areas of responsibility
• Work across additional LMA projects as advised by LMA CEO and LMA Board
• Support and become an integral part of the LMA team and all its activities

Member Affinity

• Build and maintain LMA member affinity across all member categories, including, but not limited to:
• Out of work members
• Overseas members
• Retired members
• New members
• In-work managers
• Identify and manage support programmes for additional member affinity categories
• Design and deliver the Out of Work Member support programme
• Co-ordinate and lead internal team affinity meetings
• Track member affinity, contact and engagement and report back to the LMA board when required
• Regularly review and analyse the LMA’s member affinity
• Deal with member enquiries and signpost to appropriate services
• Conduct member meetings and visits when required and provide detailed reports and notes
• Co-ordinate member insights, surveys and research to help the LMA gain a deeper understanding of the membership

1 to 1 Services

• Overall delivery, development and tracking of services, resources and processes in the following areas:
• Career development and employment skills
• Football mentoring and performance mentoring
• Professional development
• Career development and employment skills services:
• Triage enquiries and signpost members to consultants
• Approve and monitor member support, including collation of consultant reports
• Organise regular meetings to maintain relationships with external consultants and suppliers
• Source and build relationships with additional experts
• Create and update a set of resources on career development and employment skills
• Football and performance mentoring:
• Co-ordinate the LMA mentor programme, including mentor/mentee matching, meeting dates, collation of mentor reports and signposting
• Manage, grow and develop the pool of LMA mentors, both football and performance
• Oversee the training and ongoing CPD for the pool of LMA mentors
• Professional development services:
• Triage enquiries and signpost members to consultants
• Approve and monitor member support, including collation of consultant reports
• Organise regular meetings to maintain relationships with external consultants and suppliers
• Source and build relationships with additional experts
• Support the delivery of the Football Leaders Programme:
• Attend and contribute to regular internal meetings
• Programme and participant tracking
• Creation of programme documents, templates and workbooks as required
• Support the selection process and admissions criteria for the programme

Member Communications and Marketing

• Deliver member communications and oversee a member services communication plan that includes updates on:
• Legal services
• Health & Wellbeing
• Career and personal development services
• LMA Institute
• Technical / football / game updates
• Charity partners
• LMA partner updates
• Relevant awareness campaigns
• Co-ordinate regular and varied communication to LMA members, including:
• Member newsletter
• Text message / WhatsApp campaigns
• Mail outs and letters
• Other email communications
• Marketing of member services, including the production of publications, brochures and leaflets, both digital and print
• Oversee production of and regular updates to the Member Services Directory
• Contribute to the LMA Social Media strategy and post across LMA channels when required
• Formalise a Member Benefits programme, alongside the Partnerships Manager and relevant LMA partners

LMA Institute of Leadership & High Performance

• Provide support to the LMA Institute programme
• Contribute to the delivery of qualifications, CPD events, Masterclasses, Webinars and Performance Visits
• Support the LMA online short course in Mentor Training

Reporting and Tracking

• Ensure detailed and robust tracking of the LMA’s member services programmes
• Conduct regular reviews of member services processes to improve the support available to members
• Budget and spend tracking across all member services and programmes
• Provide statistics and identify trends upon request
• Contribute to the Premier League MOU annual report

LMA Team

• Develop strong working relationships with the Member Services and wider LMA Team
• Develop strong working relationships with LMA members and suppliers
• Contribute to the team environment and take on roles as required for the LMA annual events, including the LMA Annual Awards Dinner, Presidents Dinner and Annual Conference
• Meet internal deadlines

PERSON SPECIFICATION

The person specification describes the knowledge, skills, aptitudes, experience and qualifications
that the LMA deems necessary for successful performance in the job role.

Experience

• Experience of providing member or customer services
• Programme design, creation and delivery experience (desirable)
• Experience of delivering communications and / or marketing services
• Knowledge of the professional football industry (or another sport)

Skills and Abilities

• Ability to understand and recognise needs and signpost to support services
• Ability to express empathy and sympathy
• Significant organisational skills
• Ability to work independently, managing multiple projects from inception to completion and
  prioritising workloads
• Excellent communication skills and ability to build strong relationships internally and
  externally
• Creativity and a passion for ongoing improvement
• Strong decision-making and problem-solving skills
• Attention to detail
• Work well under pressure

Benefits

• Free access to gym facilities at St. George’s Park
• Subsidised lunches at St. George’s Park
• Private healthcare

Other Considerations

• Relocation as necessary in order to work from St. George’s Park
• Ability to work irregular and out-of -office hours as dictated by member needs
• Ability to travel throughout the country, including overnight stays
• Clean driving licence

Equal Opportunities

The LMA is an equal opportunities employer and positively encourages applications from suitably
qualified and eligible candidates regardless of age, disability, gender reassignment, marriage and
civil partnership, sexual orientation, pregnancy and maternity, race, religion, belief and gender.

How to Apply

Please send your CV and a covering letter outlining your suitability for this position to
[email protected] by Friday 12th July at 5pm BST.