Head of Account and Member Services (1856)

RSPCA Assured is celebrating 30 years of improving the lives of farmed animals.

In that time, we're proud to have worked with thousands of farmers - and all of the UK's biggest supermarkets - to help make the lives of millions of animals better.

Every year, we inspect almost 4,000 farms and other scheme members to ensure they meet strict RSPCA animal welfare standards - ensuring a better life for farm animals.

So when you see an RSPCA Assured label on meat, fish, eggs or milk products, it means the animal was cared for according to the RSPCA's standards from birth to slaughter.

Our vision is a world where all farmed animals are respected and treated with kindness and compassion - and that's what we work towards every day.

We are looking for a new team member as a Head of Account and Membership Services.

• Working hours: 35 hours / Monday - Friday. On the odd occasion, there may be the requirement to work outside of normal working hours.
• Hybrid role: Your base will be at either our London Hub or South East Hub in Horsham West Sussex. As the team meets regularly at our South East Hub, we expect you'll need to be in the South East Hub once a week with the team. There is also the option to work from our London hub once a week.

Are you ready to join us and make a positive difference for farm animals?

We offer a wide range of benefits to recognise your contributions at RSPCA.

• 35 hour week 
• Great Annual Leave benefits - 25 days annual leave on joining increasing each year to a maximum of 31 days (pro rata for part-time)
• Additional Society day around Christmas.
• Flexibility in hours - with the introduction of Core Hours staff can work their 35 hours flexibly across Monday to Friday. Core hours are 10.00am - 15.00 (please note this isn't available for our frontline animal care roles) 
• Generous pension scheme 
• Career development through our in-house Learning & Development training 
• Charity worker discounts: Access to hundreds of discounts across many retailers, travel, insurance & cinema tickets.
• Dog friendly offices at our London & South East Hub! (Subject to eligibility criteria) 
   

Here at RSPCA Assured we know it's a cliche but no two days are the same, as a Head of Account and Membership Services we've added a short summary of what a typical day might look like, for a full insight please refer to the attached job description.

This role is pivotal to RSPCA Assured's strategic growth plans, focusing on elevating member experience, building trusted partnerships with food and farming sectors, and leading the digital transformation of member and partner services.

You will also:

• Serve as a key leader within RSPCA Assured, contributing to the work of the new leadership team and providing strategic support to the Chief Commercial Officer (CCO)
• Collaborate closely with the Certification and Assurance team to ensure seamless member onboarding, management, and retention
• Lead the Account and Membership Services team in driving member engagement, satisfaction, and operational excellence, aligning their efforts with RSPCA Assured's strategic objectives and mission
• Work closely with the Farm Engagement team to oversee the development and implementation of strategies that enhance the accessibility of RSPCA Assured standards for aspiring members
• Manage account relationships with strategic partners in food service, retail sectors, and large producer groups, ensuring these partnerships are strong, mutually beneficial, and aligned with the organisation's high welfare standards
• Collaborate with the Head of Commercial Planning to support effective implementation and continuous improvement of the commercial framework model (includes aligning member services and account management strategies with the commercial and species growth framework)
• Partner with the Partnerships and Philanthropy teams to enhance key relationships, securing funding and support that drive the organisation's mission and strategic initiatives.

A great Head of Account and Membership services will:

• Have previously worked within a FMCG or membership organisation
• Experienced in leading membership services or high value account management in sectors such as FMCG, animal welfare or certification schemes
• Have demonstrable experience managing CRM systems (e.g. Salesforce) and leveraging them for membership or partner management
• Strong Project Management experience with a demonstrable record of delivering user centred service design projects
• Proven ability to lead and develop teams, and foster a collaborative working environment
• Familiar with digital tools and technologies that improve service delivery and enhance member engagement
• Proven track record in ensuring high-quality service delivery, including the development and implementation of processes that enhance member and account satisfaction and operational efficiency.

Desirable:

• Experience working to secure funding and support
• Experience working with public affairs or advocacy teams to influence policy and drive sector-specific growth.

Applicants must have the legal right to work in the UK - We are unable to sponsor visas at RSPCA.

Due to high interest in some of our roles, we review applications as they are received. This can occasionally result in positions closing earlier than advertised. Therefore, we strongly recommend submitting applications early.

Unfortunately, we are unable to accept applications after the posted closing date.

We want to ensure we do all we can to give you a positive candidate experience through our recruitment. Whilst we do try to give feedback where we can, sometimes due to receiving high levels of applications, this may not always be possible.

We recognise that a diverse and inclusive workforce is essential to achieving our core mission. For this reason we actively encourage a wide diversity of applications - in particular from members of minority ethnic groups, and people with disabilities - as these candidates are currently under-represented at the RSPCA.

Should you need any support with your application or interview process please contact resourcingteam@rspca.org.uk / 0300 123 0685.

Our mission is to ensure animals have a good life by rescuing and caring for those in need, by advocating on behalf of all animals and by inspiring everyone to treat them with compassion and respect.