Head of Member Engagement (Maternity Cover)

City of London, London, United Kingdom

Package

Salary:                 competitive (depending on experience)

Reporting to:     Director of Membership

Required:           September 2025

Location:            Hybrid - London office (Monument/Bank 2 days per week), remote working available  

Company overview

The Payments Association is the UK and Europe’s most influential community of payments businesses, uniting the people and companies driving innovation across the fast-paced Fintech and financial services landscape. Our network includes industry leaders such as Mastercard, Visa, Revolut, Barclays, KPMG, Kraken, and hundreds of high-growth fintechs and solution providers.

We exist to connect, support, and champion our members - from early-stage disruptors to global institutions - by creating opportunities to collaborate, influence policy, and grow through industry intelligence and networking. Through our curated events, dynamic working groups, and strategic initiatives, we shape the future of payments while supporting our members’ success as their strategic partner.

Joining The Payments Association means stepping into a central role in one of the most exciting and rapidly evolving industries. As Head of Member Engagement, you'll help power a thriving, collaborative community that is defining what’s next in payments and fintech.

Role overview

We are seeking a proactive and strategic Head of Member Engagement for a 12-month maternity cover to lead and enhance our member success programme. This is a senior, client-facing position responsible for maximising member retention, satisfaction, and engagement. The successful candidate will lead a team of 4, shape engagement strategy, oversee member touchpoints, and ensure that our member companies receive consistent value from their membership.

This is an ideal role for a Senior Customer Success Manager, Membership Engagement Lead, or Partnership Manager with a proven track record in team leadership and client-focused relationship management.

 Key responsibilities

Strategic Leadership & Team Management

• Lead and support the Member Engagement team to deliver on retention and satisfaction targets.
• Conduct regular 1:1s, offer coaching, and oversee day-to-day operations and escalations.
• Report on membership performance and renewals to the Director of Membership.
• Refine internal processes and templates to ensure consistent, high-quality member communication.

Member Engagement & Relationship Management

• Build and maintain strong relationships with members, understanding individual goals and priorities.
• Develop and deliver strategic engagement plans for high-value members.
• Serve as the escalation point for key member relationships.
• Collate and feedback member insights to inform service improvement and content strategy.

Renewals & Member Lifecycle Management

• Manage the annual membership renewal pipeline using CRM and reporting tools.
• Oversee onboarding processes, including benefit delivery, invoicing, and data accuracy.
• Support the team in driving upsells and identifying cross-selling opportunities.
• Ensure renewal & revenue targets are achieved or exceeded.

Member Activity & Event Engagement

• Proactively increase member participation in events, working groups, policy and  our intelligence offering.
• Support the booking and usage of event allocations, webinars, roundtables and podcast slots.
• Gather and share member testimonials and success stories.

Event Representation

• Represent The Payments Association at both physical and virtual member events.
• Attend key networking events, roundtables, and annual conferences as needed.

Reporting & Continuous Improvement

• Track engagement KPIs and identify areas for enhancement.
• Champion member feedback and work collaboratively across teams (marketing, editorial, working groups, policy, operations) to ensure consistent delivery of value.
• Stay informed on industry trends to bring insight back to the business.

• 5+ years’ experience in customer success, membership engagement, or B2B account management.
• Experience managing or leading a small team with a focus on coaching and outcomes.
• Background in event-driven environments or associations is highly desirable.
• Strategic thinker with strong commercial acumen and ability to translate insight into action.
• Excellent interpersonal and written communication skills.
• Confident, professional, and comfortable engaging senior stakeholders.
• Highly organised, detail-oriented, and results-driven.
• CRM proficiency (e.g., Hubspot or similar) and strong reporting capability.

Benefits

• Competitive salary
• Hybrid working (2 days in-office*)
• 25 days annual leave + birthday off
• Medicash
• Private pension scheme
• Paid volunteering days (2 per year)
• Training & development budget
• Team socials and events
• Employee referral scheme

*The two days per week in the office are a minimum.