Head of Member Success

Job Description

Your opportunity:

Tackle a vital challenge, with great people. Voice 21 exists to transform young people’s learning and life chances through talk and we are aiming to be working with 2,000 schools a year by 2025. To reach this goal we recruit great people and give them real responsibility, training and support.

Output-focused culture, with flexible working opportunities. We have an agile and flexible approach – our team can work when and wherever works best to deliver the requirements of their role. For staff working at home, we support them to create a workspace and provide technology that enables them to work effectively.

Real development opportunities. We believe in supporting people to develop the skills they need to be excellent – whether this means funding external training, finding a mentor to support them or giving them the time to learn from others in the organisations through our regular CPD sessions. We also offer paid study leave for team members taking part in formal studies outside of work. For more information on why we think you should apply for the role, see the “Why work for us” section at the end of this job description.

Your purpose

You will lead and drive forward the vision for our schools’ experience while members of Voice 21. We are looking for a passionate, driven and proactive leader to align the vision and strategy for our membership offer to create an excellent customer experience, driving engagement and impact in our schools. 

We are keen for the successful candidate to bring previous experience in customer success, engagement, membership or a related field. You’ll know how, in order to deepen relationships, you must first truly understand what makes your members tick and how technology and processes can support us to scale. You will lead on developing the vision for member success at Voice 21, onboarding, retaining and engaging our members.

Your responsibilities

● Strategic planning, management and communication of our customer success standards based on a deep understanding of schools’ needs and organisational priorities.

● Decide when and how to deploy technology, tools and tactics to push forward our member-led approach, supporting our engagement framework

● Ownership of the post-sale customer journey including onboarding and network building

● Accountability for our school retention and member satisfaction

● Lead and manage our team responsible for member success, providing guidance, support, and mentorship to ensure efficient collaboration, effective decision-making, and exceptional member experiences.

● Build a culture that is member-centric and focused on member success at Voice 21 and line manage three direct reports

● Analyse key member success metrics, impact measures and user feedback to iterate and improve customer experience

● Work with the Head of Product Management to understand, develop and monitor member journeys, ensuring a seamless and engaging experience from onboarding to renewal.

● Work closely with SLT, technology, product management, programmes and learning & impact and other teams to establish strategies for customer success, impact and retention.

● As a member of our Extended Leadership Team, contribute to the organisation’s strategic direction and goals

● Actively contribute to Voice 21’s impact-led culture and role-model our values (trust, drive, expertise, connection)

What the role might look like:

Within 3 months, you’ll have:

● Built a clear understanding of our member schools, their motivations and our impact

● Got under the skin of our membership offer, the products within it and the impact we seek to create in our schools

● Developed strong working relationships with members of your team, our Engagement team

Within 6 months, you’ll have:

● Worked with the Head of Product Management to iterate on our current membership journey

● Established yourself as the leader of a member-focused team

● Developed systems and processes which add value to our members’ experience with Voice 21 

From 6 months onwards, we expect for you to be:

● Collaborating with key stakeholders to identify the biggest opportunities for us to make a difference for our members

● Analysing key member success metrics and presenting your insights to our Senior Leadership Team

● Leading our member retention strategy 

This job is for you if you...

● Bring previous experience in member/customer success or a related role

● Energy and drive to help us reach our ambitious goals

● Great people skills and enjoy mentoring others

● Are motivated by Voice 21’s mission to transform learning and life chances through talk

● Knowledge and experience in the Education sector is an advantage 

Who you’ll work with:

● School Relationship and Member Insight Leads, who are your direct reports, and the wider school experience team ● Our Head of Business Development and Partnerships, alongside other members of the Extended Leadership Team

● Key stakeholders across the organisation and in our network