Membership Lifecycle Manager

Job description

Location: Flexible. This role can be home-based or hybrid at one of our offices in Kettering or London. There will be occasional travel required for meetings and organisational events.

Reports to: Member Retention Manager

Salary: £40,000 plus excellent benefits

Closing Date: 17th April 2026

About the role:

The Membership Lifecycle Manager will manage the creation, innovative development, and ongoing monitoring of CMI's key member and learner lifecycle journeys (welcome, onboarding, renewal, conversion) to boost overall member retention. This role aims to meet membership retention targets by using data-driven insights to personalize lifecycle moments across channels, track their impact, and continually evolve the member experience to reduce turnover.

Responsibilities:

• CRM Programme Leadership: Lead, develop, and manage automated CRM programmes for key member/learner lifecycle moments (welcome, onboarding, renewal, conversion), monitoring reporting for improvements.
• Journey Monitoring & Retention: Track the cross-channel membership lifecycle to gain insights, inform journey improvements, understand renewal drivers, and embed a compelling value proposition to enhance retention.
• Optimisation & Testing: Drive lifecycle optimisation through experimentation, benchmarking, and industry trend awareness to boost renewal/conversion rates.
• Audience Segmentation & Expertise: Segment CMI members/learners to tailor key lifecycle messages and act as a CMI Membership product expert to align messaging across all audiences.
• Insight Generation & Agile Strategy: Generate regular insights from journey analysis, surveys, and focus groups to improve experience, and maintain an agile strategy, adapting CMI communication quickly to maximise conversion and retention.

About you:

We are an inclusive employer and welcome all diverse backgrounds, where individuality is celebrated, creating both a forward-thinking team and a supportive space for everyone in the CMI team. We actively invite applications from diverse cultures and experience.

• We are looking for someone who can enhance our culture and align with our core values. We want someone who is ‘Passionate’ in making a positive difference to the skills of managers and leaders, ‘Practical’; with the ability to make quick and smart decisions, ‘Progressive’ about creating a better future and maintaining a ‘Professional’ code of conduct, through being accountable and ethical in everything that we do.
• Strategic CRM & Lifecycle Leadership: Design and scale automated, end-to-end customer journeys (onboarding, retention, win-back) to improve churn and conversion rates.
• Data-Driven Insight & Segmentation: Use complex data to create meaningful segments and translate insights into tailored, multi-channel messaging (Email, SMS, Postal) for specific personas.
• Experimentation & Optimisation Mindset: Strong background in A/B testing, benchmarking, and CRO, with a focus on current industry trends.
• Cross-Functional Stakeholder Management: Exceptional communication and proven ability to build partnerships across departments, aligning product value with marketing execution.
• Agile Analytical Skills: Proficient in generating actionable reports from journey data and qualitative feedback (surveys/focus groups), and quickly adapting strategies based on performance.

Why CMI:

Are you looking to join a dynamic and ambitious organisation? At CMI, new leadership and management strategies are at the fore-front of what we do. We know the importance of fresh ideas and encourage new perspectives. We are a not for profit, Sunday Times Best Company To Work for 2024, with a Platinum Accreditation with Investors in People. We offer an engaging, flexible and collaborative culture with a wealth of opportunity for professional development.

It doesn’t stop there. We believe we are only as good as the people that work at CMI and in turn offer a competitive benefits package for all employees:

• Flexible working - We are not a traditional 9 to 5, we are flexible with what hours you work and when you work. Our offices in both London and Kettering provide comfortable collaboration spaces for team get-togethers
• 21 days’ holiday + 8 days’ Bank Holiday + 4.5 days allocated for CMI holiday over Christmas and New Year period - with annual leave days increasing with length of service and the opportunity to buy and sell holiday
• Wellbeing and mental health - in-house mental health first-aid trainers and BUPA Employee Assistance for 24 hour support
• Inclusion at our core - Our colleague-led Inclusion Hubs for Ethnicity, LGBTQIA+, Menopause, Age, Disability and SocioEconomic are open for anyone to join
• CMI membership - take advantage of our amazing courses and become a Chartered Manager. Plus, CMI will pay your professional membership to one additional organisation of choice
• Rewards and Recognition scheme - cash prizes awarded to employees throughout the year
• Pension - we add an extra 6% of your gross salary to your pension pot every month after 3 months

Extra information

Status

Open

Education Level

Secondary School

Location

England

Type of Contract

Full-time jobs

Published at

03-04-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English