Member Experience Lead

4 weeks ago

Dublin, Dublin City, Ireland ATI Full time
Overview

Job title: Member Experience Lead (Maternity cover commencing 28th October 2025)

Reporting to: Head of Member Experience

Business unit: Member Experience

Purpose of the role

The Member Experience Lead is responsible for driving a culture of outstanding member experience, developing relationships and providing a high level of service. This role ensures that each touchpoint across the member journey is engaging, efficient and effective, increasing member satisfaction and loyalty. The role will develop listening points throughout the member journey to identify opportunities for continuous improvement and will coordinate interactions within the membership community.

Key responsibilities
  • Drive customer retention and reduce churn by testing new strategies to drive customer value.
  • Work with Marketing & Communications to ensure high-quality information is distributed via mail, enews, website and other sources.
  • Report to Head of Member Engagement & Marketing; collaborate with Professional Development Lead to research and build best practices for member services.
  • Develop and maintain student-member life cycle to meet ATI's objectives of cradle-to-grave support, promoting ATI's professional pathways.
  • Plan and support member activities and events (webinars, conferences, awards, and conferrals).
  • Build partnerships to identify engaging content for web news, events, and lifelong learning programs.
  • Organise day-to-day administration and orientation of new staff within the membership team.
  • Develop and maintain a QA system; conduct surveys and attend workshops to improve knowledge and services.
  • Participate in ATI's Digital Research projects to grow networking, provide a voice for members and students, and improve user experience.
  • Collaborate with the Head of Member Engagement & Marketing to foster a collaborative team environment; fulfill additional responsibilities as directed.
Experience required
  • Demonstrated experience and knowledge in Customer Engagement.
  • Strong knowledge of emerging customer engagement channels.
  • Energetic collaborator, influential communicator and technology savvy.
  • Excellent verbal and written communication skills.
  • Excellent IT skills including Microsoft 365.
  • Team player with ability to build relationships across stakeholders.
  • Lateral-thinking and problem-solving skills.
  • Strong organisational and project management skills with attention to detail.

Salary: €50,000 per annum

  • Annual leave plus concession days during Easter & Christmas up to 4 days
  • Half day on the last Friday of each month
  • Company support for Professional Memberships and Education programmes
  • Access to confidential Employment Assistance Programme
  • Summer hours: 4pm close on Fridays

Remote-first organisation with in-person staff and a Stakeholder engagement "Hub" on Pearse Street, Dublin 2.

Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Management
  • Manufacturing
Industries
  • Accounting

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