FELLOWSHIP SERVICES MANAGER

SEPTEMBER 2021

FELLOWSHIP SERVICES MANAGER

Directorate: Development

Team: Fellowship Development and Services

Grade: D

Reports to: Head of Fellowship Development and Services

IN A NUTSHELL

The purpose of this role is to work collaboratively with colleagues across the

RSA to lead in managing an effective and smooth-running team, providing

excellent customer service to our 30,000 plus, with a membership retention rate

of over 90%. This postholder also oversees the process of distribution of £100k

Catalyst Awards to successful Fellow applicants. A core part of the role is to

develop and implement new processes to streamline and improve the

Fellowship experience and administration.

CONTEXT

• This is an established role that leads a team of 3 administrators, a Librarian

and a Catalyst Awards Manager. The postholder works alongside the

Fellowship Development Manager and Insights & Database Manager to

support the Head of Fellowship Development and Services to deliver the

wider team strategy. The team sits in the Development Directorate.

• This is a fast-paced team and the postholder will be required to manage

multiple and at times short deadlines. The postholder will support the

Services team to keep to our 5-day response agreement and develop and

implement strategies to maintain our high retention rates.

SCOPE

• Financial: Responsible for purchasing of mailing house services and temps

which has a budget value of 75K and separately the Catalyst budget

• Staff: 5 direct reports, including 3 Administrative Reports, 1 Catalyst Awards

report and 1 Librarian report

• Key internal contacts: Fellows, Internal Customer Relationship Management

(CRM) support, marketing and digital team, business development team,

House staff, IT, Local Areas and Engagement team, EA to CEO

• Key external contacts: Mailing House, external CRM support

MAIN RESPONSIBILITIES FELLOWSHIP EXPERIENCE

1. Ensure a customer-focused integrated service is offered to Fellows with a

“One RSA” approach”.

2. Contribute to the development of the Fellowship offer, journey and

experience that supports the RSA’s programmatic working to increase the

RSA’s impact and Fellow satisfaction scores.

3. Contribute to the creation and delivery of the Fellowship and retention

strategy, liaising with the Head of Fellowship Development and Services.

4. Ensure that all Fellows’ services and processes are designed and working as

part of the Fellowship lifecycle to provide the best experience.

5. Monitor membership feedback, comments and suggestions to ensure

continuous improvement

6. Providing Fellows with tailored/ personalised online content, enabling

curated journeys for each Fellow based on their interests.

7. Lead on projects, including scoping, which are part of delivering the strategy,

including the operational and logistical management, liaising with other

departments and outside agencies as required.

8. Identify ways that we can deepen the relationship and increase touch points

with Fellows

9. Lead on the smooth distribution of Catalyst Awards and demonstrate the

impact of these awards

LEADERSHIP AND MANAGEMENT

1. Deputise for the Head of Fellowship Development and Services in their

absence or when required, including line managing, attending meetings and

making decisions on their behalf where appropriate.

2. Manage the Fellowship Services administrative, and fellowship finance

functions; ensuring that all tasks are compliant, and carried out effectively,

accurately and on time.

3. Work collaboratively with your manager, other managers and peers across

the RSA to ensure diverse, equitable and inclusive practices create greater

impact and ‘one RSA’

4. Foster collaboration across the RSA as part of the multidisciplinary teams

envisaged within the current strategy

5. Lead by example with a creative, and open-minded approach to innovation

6. Champion, motivate and lead continual professional development for your

team and supporting employees to grow and build their skills and careers at

the RSA

7. Accountable for the day-to-day leadership and guidance of your team which

includes setting team goals, KPIs, driving an inclusive team environment,

performance management, team recruitment (including temporary staff and

Interns where necessary) and assist with any issues the employees may have.

OPERATIONAL AND LOGISTIC MANAGEMENT

1. Managing mailings to Fellows including the renewals/reminders, working with

colleagues on content and timing to ensure the best user

journey/experience.

2. Manage the Fellowship department relationship with the mailing house for

any Fellowship mailings including maintaining stock, ensuring all materials are

on brand and in line with the marketing strategy.

3. Manage the annual membership renewal process in line with the strategy to

ensure targets are met

4. Resolve Fellows’ problems and complaints in relation to Fellowship Services

in line with the complaints process.

5. Lead and manage the Fellowship Services processes from start to finish,

including documentation, in an accessible fashion. To lead on designing and

implementing new processes for projects and pilots for improving

administration, retention and the experience for Fellows.

6. Produce relevant papers and reports for working groups and the Executive

Management Team ad hoc and the Trustee Board once every two months.

7. Improve and develop processes for the Fellows with a focus on consistency

and maintaining excellent customer care, working with the CRM team to

automate processes where appropriate.

8. Manage and utilise the existing Customer Relationship Management (CRM)

system to support membership services across the organisation and

continuously optimise the functionality and opportunities of high-quality

CRM processes

9. Work with the finance team to ensure integration of Salesforce CRM with

financial systems as appropriate, for example, on Fellowship income and Gift

Aid.

10. Ensure that high standards of record-keeping and data quality are

maintained.

COMPETENCIES

RSA CORE COMPETENCIES LEVEL

Equitable and inclusive practice Senior practitioner

Our organisational context Senior practitioner

Commercial and business skills Core

Critical thinking and problem solving Senior practitioner

Risk management Senior practitioner

Planning and prioritisation Senior practitioner

Communication and engagement Senior practitioner

Data & information systems Senior practitioner

Leadership Senior practitioner

Project and programmatic working Core

JOB FAMILY: RELATIONSHIPS, PARTNERSHIPS AND

INCOME GENERATION LEVEL

Strategy and business planning Senior practitioner

Market insight and business development Core

Partnership building, fundraising and income generation Core

Supporter stewardship and retention Senior practitioner

Fellowship recruitment Senior practitioner

Fellowship customer services Expert

Fellowship membership expertise Expert

Core - Role requires the basics. The postholder understands the competency

area and has some experience actively delivering at a junior level.

Senior practitioner - Role will likely be ‘mid-level’ in terms of experience, skill and

knowledge. The postholder has a track record of direct delivery.

Expert - Recognised by the organisation as a Subject Matter Expert (SME). The

postholder delivers to the highest levels and standards and supports others to

do the same. Helps shape the RSA’s requirements and approach in this area.

PERSON SPECIFICATION ESSENTIAL

QUALIFICATIONS

• Educated to degree level or equivalent experience

ESSENTIAL

KNOWLEDGE

• A strong knowledge and understanding of CRM

systems

• Knowledge of the membership sector and user

journey

• Knowledge of GDPR regulations

ESSENTIAL

EXPERIENCE

• Proven experience of line management

• Experience in the membership sector

• Experience of using a database software

• Experience in customer service, including

responding to a range of queries and varying

complaints

• Experience of using salesforce or an equivalent

CRM system

• Experience in supervising the process of awarding

small grants

ESSENTIAL SKILLS

AND ABILITIES

• Effective line management, supporting and

motivating a team to perform at a high level

• Effective communication skills, both written and

oral

• Excellent attention to detail

• Confidence in decision making

• Excellent organisation and administrative skills that

include improving admin services where needed

ESSENTIAL

BEHAVIOURS OR

QUALITIES

• Aligned with the RSA’s core values

• Remains calm under pressure

• Able to manage a varied and, at times, heavy

workload, and to meet deadlines

• Able to motivate a team to achieve ambitious goals

• Passionate about improving customer satisfaction

DESIRABLE

• Proven proof-reading experience

• A knowledge of gift aid

ADDITIONAL

REQUIREMENTS

N/A

This job description is not exhaustive and is liable to review following discussion

with the job holder. The job holder will be expected to undertake any other

reasonable duties as requested by their line manager and commensurate with

the job grade. This job description is a contractual core part of your role with

the RSA.