Membership and Engagement Executive

Job purpose: To ensure high levels of member satisfaction through exceptional customer service, efficient administration, proactive engagement and relationship management. The Membership Executive is responsible for supporting member retention and growth by managing membership enquiries, converting prospective members into active members, maintaining accurate membership data, and promoting the full range of ASFP services, events, training and opportunities. The role combines membership administration, account management and business development activities to strengthen ASFP's reach, influence and financial sustainability. Responsible for: Membership Growth, Recruitment & Retention

• Serve as the primary point of contact for all membership enquiries, ensuring timely, professional and customer-focused responses.
• Generate, manage and convert membership enquiries from all channels including the website, CRM, telephone enquiries, exhibitions, events, referrals, marketing campaigns and direct outreach activities.
• Manage the end-to-end membership application process, including application packs, submission reviews and coordination with third parties where required.
• Maintain a pipeline of prospective members and ensure all opportunities are actively progressed through to application and membership approval.
• Proactively identify and engage prospective members, promoting the benefits of ASFP membership and addressing barriers to joining.
• Support member retention and renewal activity through regular engagement, relationship building and proactive follow-up.
• Monitor and report on membership acquisition, retention, renewal and conversion rates, identifying opportunities for continuous improvement.
• Develop and distribute membership collateral, onboarding materials and welcome packs for new members.
• Regularly review and update membership processes, protocols and criteria to ensure alignment with organisational objectives and member needs.
• Ensure accurate and timely issuance of membership declarations, invoices and related membership documentation. Member Engagement & Account Management
• Build and maintain strong relationships with members, acting as a trusted and professional point of contact.
• Conduct regular member engagement activities to understand member needs, gather feedback and identify opportunities to enhance member value.
• Lead initiatives to increase member engagement through targeted communications, campaigns, events and networking opportunities.  
• Support the delivery of member surveys and analyse feedback to improve member experience and satisfaction.
• Identify opportunities for members to engage with ASFP committees, events, training, sponsorship and technical activities.
• Attend industry events, exhibitions, seminars and networking opportunities to strengthen relationships and promote ASFP membership.
• Produce membership reports and insights to support strategic decision-making and performance monitoring. Sales & Business Development
• Drive membership growth through the identification, nurturing and conversion of membership prospects.
• Promote ASFP membership, training, events, publications, sponsorship opportunities and other services to maximise participation and revenue generation.
• Support the development and implementation of membership recruitment campaigns and growth initiatives.
• Work collaboratively across the organisation to identify cross-selling and upselling opportunities.
• Contribute to the achievement of agreed membership, revenue and engagement targets.
• Support the association's efforts to diversify income streams through partnerships, sponsorships and special projects.
• Manage the Membership Directory within the ASFP Yearbook, including advertising sales, enhanced listings and liaison with the Marketing Executive to meet production deadlines. CRM, Data & Reporting
• Maintain and develop the CRM database, ensuring all member and prospect records are complete, accurate and up to date.
• Record, track and report on all membership enquiries, opportunities and conversion activities through the CRM.
• Produce regular performance reports covering membership growth, retention, engagement, conversion and recruitment activity.
• Ensure compliance with data protection requirements and best practice data management standards. Financial Responsibilities
• Assist in preparing and monitoring budgets related to membership activities and events.
• Issue and manage membership and event invoices and support the timely collection of outstanding payments.
• Work closely with the Finance Executive to maintain accurate financial records and reporting. General Administration
• Manage incoming enquiries across all communication channels and direct them appropriately where required.
• Coordinate internal and external communications, maintaining consistency, professionalism and excellent customer service.
• Provide support at ASFP events, exhibitions and conferences, including planning, logistics and on-site assistance.
• Provide administrative cover during colleague absences to ensure continuity of operations.
• Ensure processes associated with the role are effective and deliver intended outcomes.
• Promote customer focus throughout all organisational activities. Health & Safety
• Take reasonable care of personal health and safety and that of colleagues by complying with all legal and organisational health and safety requirements. Authorised to:
• Produce invoices
• Add users and companies to Nucleus CRM database
• Update user details on Nucleus CRM database
• Basic competency requirements:
• GCSE qualifications in English and maths
• Use of Microsoft Office applications including PowerPoint, Excel, Word and Outlook
• Use of video conferencing applications such as Zoom and Microsoft Teams ASFP competency requirements:
• Intimate knowledge of Nucleus CRM system
• Use of ExpenseIn software
• Introduction To Passive Fire Protection