# Member Experience and Engagement Manager

> LGBT Great · London, United Kingdom (Hybrid) · Full-time · Posted 2026-06-10

**Workplace:** hybrid

**Department:** LGBT Great Internal

## Description

The **Member Experience and Engagement Manager** plays a critical role in delivering a **first-class, end-to-end experience** for LGBT Great members. This is a **high-impact, client-facing role**, suited to a **top-tier, highly organised professional** who thrives on building strong relationships, driving engagement, and consistently delivering exceptional service.

As the **primary point of contact for members**, you will own and manage all touchpoints across the membership lifecycle - from onboarding through to renewal - ensuring a seamless, high-quality, and proactive experience at every stage.

This role requires an individual who combines **strategic account management capability with meticulous delivery discipline**, ensuring that every interaction reflects the quality and professionalism of the LGBT Great brand.

In addition, you will lead the design, coordination, and facilitation of training programmes, delivering **engaging, impactful, and inclusive learning experiences** tailored to member needs.

Working cross-functionally, you will partner closely with the CEO and wider team to ensure strong alignment between **member engagement, commercial outcomes, and programme delivery excellence**.

### **  
Key Responsibilities**

### **Member Experience & Engagement**

-   Act as the **lead relationship manager** for LGBT Great members, building trusted, long-term partnerships
-   Own and manage the **full membership lifecycle**, from onboarding through to renewal
-   Deliver a **highly responsive, professional, and consistent communication experience**
-   Proactively **monitor engagement levels**, identifying opportunities to deepen relationships and increase member value
-   Ensure every member interaction reflects a **premium, high-quality service standard**

###   
**Training & Programme Delivery**

-   Lead the **end-to-end delivery of training programmes** including:

-   Scheduling and coordination with members
-   Pre-brief consultations to understand organisational context and objectives
-   Designing and tailoring content to maximise relevance and impact
-   Facilitating **high-quality, engaging sessions** with confidence and credibility

-   Ensure all training aligns with **LGBT Great’s frameworks and standards**
-   Capture feedback and drive **continuous improvement in delivery quality and member impact**

###   
**Planning, Organisation & Delivery Excellence**

This role demands **exceptional organisational capability**, forward planning, and the ability to manage multiple priorities while maintaining a consistently high standard of delivery.

-   **Quarterly Engagement Discipline**

-   Ensure every member is engaged at least once per quarter through structured success meetings
-   Plan proactively to maintain consistency and avoid reactive scheduling

-   **Peak Season Planning**

-   Secure key delivery periods well in advance i.e. Pride Month
-   Work with members to align activity with key inclusion moments

-   **Capacity & Workload Management**

-   Maintain **balanced delivery across the year**, avoiding peak overload
-   Optimise quieter months (e.g. August, December) for planning, follow-ups, and improvement
-   Deliver consistently without compromising quality

-   **Forward Planning Discipline**

-   Operate with an **8–12 week forward planning horizon**
-   Maintain a **rolling engagement and training calendar**
-   Provide clear visibility of delivery, workload, and capacity
-   Partner closely with the Head of Operations to align delivery with resourcing

### **Collaboration & Internal Working**

-   Work closely with the CEO to support **member retention, renewals, and strategic insights**
-   Collaborate across training, marketing, research, and operations teams to ensure a **joined-up member experience**
-   Share insights and feedback to inform **continuous improvement and strategic development**

### **Skills & Experience**

**Essential**

-   Proven experience in **account management, client services, or membership-based environments**
-   Demonstrable track record of delivering a **high-quality client or member experience**
-   Strong experience in **training facilitation, workshops, or client delivery**
-   Exceptional **organisation, planning, and time management skills**
-   Excellent communication and **stakeholder management capability**

**Desirable**

-   Experience in **DEI, HR, Learning & Development, or professional services**
-   Ability to **design, adapt, and tailor content** to different audiences

### **Success Measures (What Good Looks Like)**

-   Every member **actively engaged at least once per quarter**
-   Training delivery is **high quality, well-planned, and consistently executed**
-   Strong **member satisfaction, engagement, and retention outcomes**
-   Clear evidence of **forward planning, organisation, and delivery discipline**
-   A **first-class, consistent member experience** across all touchpoints

## Apply

[Apply at LGBT Great](https://apply.workable.com/lgbt-great/j/D754A7E370/apply)

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