Head of Member Engagement Head of Member Engagement

This role provides an opportunity for an individual who cares passionately about doing the right thing for customers to own a team responsible for the proposition, upsell, engagement and retention of Which? members.

In building an understanding of why members stay and are engaged in the product, the role will build a strategy that helps support a growing subscription base. The role will adopt a strategy, with significant focus in reducing the rate of cancellations with a mixture of initiatives using the data-led and data-informed approaches.

This role will control and manage all communications, driving engagement at every touch point, including the experience within Member Services - owning the tone of voice and execution, the role will have the opportunity to regularly communicate and understand the impact of this on the member engagement and ARPU.

Working collaboratively with the Head of Member Acquisition, the role needs to investigate and be curious in creating a proposition portfolio that provides both the loyalty and acquisition to Which?, using experience in proposition and loyalty strategies to do so.

Managing all the communications that are issued to our membership, known audiences and lapsed members, this role will deliver an operational cost effective way of communicating, driving engagement at every touch point, including the experience within Member Services. Leading a team to deliver a lower cancellation rate, higher revenue and profit and in doing so, help lead towards a growing member base.

Key responsibilities include:

Owner of the Engagement Strategy, with responsibilities in communications channels, promotional activity and marketing. In addition to this being responsible for planning, forecasting and budgeting of the subscription business.

Owner of the Voice of the Member - creating awareness throughout Which? about the needs and wants of the member base. This awareness will influence the actions of teams across Which? and feeding into the Member Engagement Strategy.

Using data to help influence the proposition development, ensuring a culture of testing and experimenting is developed to enable rapid learning. In doing so, learning from a market perspective as well to ensure Which? is responding to the changing customer behaviours and technology. This will be executed by working with squads within a product operating model to develop an improved member experience.

As a key part of the Commercial Leadership team, the role will not just influence the "engagement" strategy, but also help drive the whole commercial strategy, supporting and learning together to drive membership and revenue growth.

• An inquisitive and self-starting nature, wanting to be a part of a successful team driving change at pace, with vision, energy and enthusiasm.


• Excelling at building relationships internally and externally, willing to put themselves outside of their comfort zone to explore new opportunities.


• A voice of reason from a commercial perspective, seeking to drive a balance between sales and profitability.


• Step up to any challenges thrown at them, showing experience in resolving business issues, problem solving and making decisions when required.


• Bring energy into team environments, creating an atmosphere with the team that enables high performance practices.
  
  This role offers a competitive salary, hybrid working, 28 days holiday a year plus Bank Holidays and a fantastic pension scheme.


Salary£80k - £90k per annum, We also have these benefits for you to consider:

• 35 hour working week


• Generous 28 days holiday a year plus Bank Holidays & Option to buy additional days


• Award winning pension scheme - when you pay in 3%, Which? pays in 6% (rising to 11% after one year of service.)


• Discount site Sodexo which offers large %% off every day shopping and holidays


• Annual Award (depending on employee and company performance)


• Healthcare insurance & Private medical insurance and opportunity to participate in Vitality rewards programme (at 6 months)


• A discretionary death in service benefit provision equivalent to six times your annual salary


• Free access to Which? member content and free access to Which? money and legal helplines


• Work from (almost) anywhere" for 4 weeks of the year policy


The interview process for this role involves:-

• 1st Stage - Competency based interview - 45 minutes


• 2nd Stage - Task based interview - 45 minutes


About Which?

We promote a great work-life balance (all our roles are now hybrid), offering flexible working options in addition to a full time working week (35 hours) e.g. part time or job shares where possible. If you wish to discuss any of these options, please contact the Resourcing team at resourcing@which.co.uk

Which? is the UK's consumer champion, here to make life simpler, fairer and safer for everyone. Read all about us on our website.

At Which? we value diversity and we're committed to creating an inclusive culture where everyone is able to be themselves and to reach their full potential. We are proud that we are in the 'Top 25 Inclusive Employers' List and currently ranking 16th.