Member Engagement / Client Success Executive

City of London, London, United Kingdom

Package

Salary:                 Competitive (and dependent on experience)

Reporting to:     Head of Membership

Required:           ASAP 2025

Location:            Hybrid – London office (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.

About the role

We are seeking a Member Engagement / Client Success Manager to join our creative, motivated and passionate team in this fast-growing business. Based in London (Bank) but with a progressive work policy to allow for working from anywhere in the UK.

Reporting to the Head of Member Engagement, the Member Engagement / Client Success Manager will work alongside our Membership Manager’s, to build valuable relationships with key industry stakeholders. The role seeks to gain valuable knowledge from the members that will help the wider team build member participation and retention, and thus support the prosperity of a highly engaged and thriving payments industry. 

The successful candidate will have a proactive approach, paying close attention to detail and ensuring that the members are engaged throughout the year, culminating in successful renewals. The ideal candidate will also have previous experience in a client-facing role.

 Key responsibilities

• Build relationships with members and learn about their priorities, using this knowledge to develop a strategic plan for engagement. 
• The first point of contact for members enquiries and coordinating internally to follow-up.
• Understanding members business objectives, working with multiple internal stakeholders to ensure we offer the most suitable solutions to each member.

Renewal of Members

• Renewing annual membership in line with targets.
• Manage your own renewal pipeline on CRM – overall responsibility for updating and maintaining renewal related data.
• Meeting and exceeding member retention rate target and several cross-selling opportunities identified.
• Ensuring that all renewed members are fully onboarded, and any defecting members are off boarded including an exit interview.

Deliver the membership onboarding experience ensuring the following are completed  within the first 2 months;

• Onboarded to the CRM system
• Work with the Marketing Team to ensure all collateral is update with logos and branding
• A kick off call followed by a check in
• Deliver at least one benefit for the onboarded member

Membership Management 

• Strong communication with members, ensuring benefits are utilised.
• Actively engaging with members to ensure event allocation are booked ahead of the events.
• Secure market insight and identify needs of members.
• Engaging multiple stakeholders within membership companies.
• Work with internal stakeholders to ensure that all benefits are utilised

Onsite & Virtual Event Attendance 

• Represent The Payments Association at monthly networking events.
• Attend all The Payments Association events when required. 

Team Support

• Events: support the Head of Operations and Head of Content on activities connected to members management if required.
• Finance: support the Finance team on all activities connected to member management.
• Projects/Working Groups: support the Head of Working Groups on activities connected to member management if required.
• Intelligence: support the Head of Intelligence on all activities connected to members management.

SKILLS & EXPERIENCE

• Ideally 3+ years’ experience in association membership, event, or conference sponsorship sales.
• Self-motivated, target-oriented, ready to leap straight in and be an effective team player. 
• Proven experience of relationship building alongside delivering engagement plans to drive demonstrable retention and growth.
• Fantastic communicator with the ability to seamlessly connect people, face to face and on the phone and in written communication.
• The ability to work confidently; highly organised and solution focused.
• High standard of interpersonal skills, professional confidence and tenacity.
• Self-motivated and target-oriented approach with the desire to achieve KPIs and financial rewards.
• Fluent spoken and written English.
• Experienced at building and maintaining relationships with clients.
• Experienced at working with project, marketing and content colleagues to support both the internal and external storytelling of the association’s efforts. 

Benefits

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

*The two days in the office are a minimum.