Member Experience Lead

Overview

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

Reporting to: Head of Member Experience

Business unit: Member Experience

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

The Member Experience Lead drives customer retention and reduces churn by testing new strategies to drive customer value. The Lead works closely with the Marketing & Communications team to ensure high quality information is distributed via mail, enews, website and other sources.

The Member Experience Lead reports to the Head of Member Engagement & Marketing and will work closely with the Professional Development Lead to research and build best practices to enable best design of member services.

About Accounting Technicians Ireland

Accounting Technicians Ireland is the leading professional body for Accounting Technicians across the island of Ireland, with over 10,000 students and members. Our mission is to deliver innovative professional Accounting Technician education, and to represent and advocate for a developing Accounting Technician community.

Responsible for the administration of students who undertake our study programmes, from registration through to the completion of exams and graduation, Accounting Technicians Ireland is also responsible for the provision of lifelong learning to our Members and ensuring the professional currency of the MIATI / FIATI designation. Accounting Technicians Ireland is a charity and our revenues are reinvested for the benefit of our Members. We are a partner body of Chartered Accountants Ireland and an associate member of the International Federation of Accountants (IFAC). With offices in both Dublin and Belfast, we are proud of our links with local networks throughout Ireland.

Roles and Responsibilities

Reporting to the Head of Member Engagement & Marketing the Member Experience Officer will be responsible for:

Project Planning & Performance Reporting

• In consultation with the Head of Member Engagement & Marketing and team colleagues, develop the department's annual plans in line with ATI's current Business Plan.
• Provide reports on all Membership KPI's and membership trends, both current and historical on a weekly basis. Report on subscription status within all member cohorts, research and implement initiatives to build on numbers.

Member Relationship Management

• In line with ATI strategy & Annual Business Planning assist in building an active ATI network that strengthens linkages where members feel connected to and supported by a professional community. This includes introducing relevant initiatives and delivering member events such as Webinars, Conferences, Awards and Conferrals.
• Contribute to business research & formalise relationships with appropriate Partnerships to identify engaging content for web news; events; e-news & new life-long learning programmes.
• Develop an effective student-member life cycle to meet ATI's objectives of cradle to grave support. This includes the effective promotion of ATI's professional pathways (Technician; Technologist) to all new and continuing students throughout their time with ATI.

Operational Support and Administration

• Organise and moderate member activities and day-to-day administration to ensure a quality of service is delivered at all times. Orientation of new staff within membership team and emphasise the importance of quality within the department.

Quality Assurance

• Develop & maintain an appropriate QA System in consultation with ATI's Quality Assurance Lead & the Head of Member Engagement & Marketing. Conduct surveys to gather information on member opinion and ensure services meet a high professional standard. Attend workshops and conferences to improve knowledge on future initiatives.
• In accordance with ATI's strategic objectives actively participate in ATI's Digital Research projects for the purpose of growing a networking community virtually and in person; creating opportunities to provide a voice for members and students; improving user experience.

Wider Team Support

• Assist the Head of Member Engagement & Marketing in creating a synergistic & collaborative team environment across the organisation. Fulfil any additional responsibilities required for the business as directed by the Chief Operations Officer.

Experience required for the position

• Demonstrated experience and knowledge in Customer Engagement.
• Strong knowledge of emerging customer engagement channels.
• Energetic collaborator, influential communicator and technology savvy.
• Excellent verbal (public speaking) and written communication.
• Excellent IT skills including use of Microsoft 365 packages.
• A team player who succeeds at developing good working relationships across varying stakeholder groups.
• Lateral-thinking and problem-solving skills.
• Strong organisational and project management skills for managing and reporting on multiple projects with excellent attention to detail.

Salary and Benefits

• Salary of €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 Membership of relevant bodies & Education programmes
• Full access to confidential Employment Assistance Programme
• Summer hours include 4pm close each Friday for the Summer months
• Please note ATI is a Remote first organisation supported by in-person staff & Stakeholder engagement "Hub" on Pearse Street, Dublin 2.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management and Manufacturing
• Industries: Accounting

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