Member Operations & Insights Manager

About the Job The Member Operations and Insights Manager oversees the performance of membership and member-related income, helping to ensure the timely availability of funds for Better Cotton and the GIF. The role leads financial reporting, forecasting and analysis, while strengthening member administration, CRM data quality and operational efficiency through improved processes, automation and technology. It also supports the effective commercialisation of new products by establishing the necessary financial, contractual, governance and operational arrangements.

The Member Operations & Insights Manager assures: Member and Better Cotton Platform Income: The availability of funds for BCI and the GIF’s field programmes through the timely invoicing of fees including Membership Fees, Volume Based Fees, and Better Cotton Platform Fees. The roles also works closely with Finance to forecast member-related income, on an on-going basis, for budgeting and planning purposes. Reporting, forecasting and trend analysis: Oversee accurate monthly KPI reporting and income forecasting to support organisational planning and informed decision-making. Analyse membership, revenue and sourcing trends to identify patterns, emerging risks, opportunities and areas for improvement.

Administration & Data: The provision of membership journey administration for all our new and existing members – from application processing and approval to termination, managing member data in the CRM systems to enable accurate member data as well as member satisfaction through efficient and timely processes.

Technology & Automation: An effective transition to embed automation and technology across all Membership Operations activities where relevant to ensure efficient use of internal resources, data consistency and quality, and a seamless member experience.

New Product Commercialisation: Assessing the legal, financial, governance and operational implications of new product introductions; including defining contract updates, SLAs, fees and operational processes for delivery of new BCI products Responsibilities In this role, you will be responsible for: Lead reporting, forecasting and trend analysis: 25% Oversee the timely and accurate preparation of monthly KPI reports across membership, and income targets ensuring data is complete, consistent and suitable for organisational reporting and decision-making. Develop and maintain robust forecasts for membership, volume-based and Better Cotton Platform income, working closely with Finance, GIF and relevant teams to align assumptions and planning cycles. Monitor membership, revenue and sourcing performance against targets and forecasts, identifying material variances and their underlying causes. Analyse historical and emerging trends to identify patterns, risks, opportunities and areas for operational or commercial improvement. Translate complex data into clear insights, commentary and recommendations for senior leaders and other stakeholders. Lead on activities to embed automation and smart technology use into the member administration and finance activities: 20% Identify and prioritise opportunities to introduce automation and smart technologies across member administration and finance processes. Map current processes and design improved, automated workflows to increase efficiency and reduce manual effort. Lead the selection, implementation, and optimisation of automation tools and solutions. Work with stakeholders to redesign processes to maximise the benefits of automation and digital capabilities. Ensure appropriate governance, controls, and risk management are in place for automated activities.

Oversee Member and BCP Supplier Administration & Data: 15% Ensure our CRM systems are adequately set up to support the easy recording and retrieval of member data. Drive member data quality and integrity in our CRM systems in order to facilitate effective contact management and successful member engagement by the Member Engagement Team and other Better Cotton functions. Lead on new product governance and commercialisation 15% Proposing pricing structures and forecasts to support pricing definition. Overseeing changes to existing external terms and conditions or define new contractual documentation to accompany new products. Ensure internal systems are set up to support successful implementation of new products. Experience The following skills, knowledge, and experience are essential: University degree, or equivalent higher education qualification. Demonstrable financial and commercial experience, including income forecasting, budget and KPI monitoring, variance and performance analysis to support planning and senior-level decision-making. Proven experience of mapping and redesigning operational and financial processes, particularly invoicing workflows, to improve efficiency, accuracy, controls and the timeliness of income collection. Experience of using and optimising CRM systems to strengthen data quality, automate workflows, improve reporting and realise wider operational benefits; experience with Salesforce is desirable. Customer Focus: demonstrates a strong commitment to delivering a seamless, best-in-class member administration experience. Experiencing managing and mentoring junior staff. Fluency in English. Strong leadership experience, the ability to enforce good project governance and drive delivery excellence. Experience working in international, multicultural, or mission-driven environments is an asset. What we offer - Hybrid working – One day a week in the central London office. - The opportunity to work from anywhere in the world for up to one month per year. - Flexible working, with core hours from 10 am to 4 pm local time. - Continuous learning and development. - Pension scheme. - A generous annual leave package, including paid holiday, public holidays, additional paid days off during the festive season, study and exam days, and extra discretionary leave for life events such as family weddings or moving home. - Enhanced parental benefits. - The opportunity to make your mark and make a difference.