Director of Membership and Engagement

POSITION OVERVIEW

The Director of Membership and Engagement plays a strategic leadership role in developing and delivering Ciarb’s global membership proposition. This role is based in London with a minimum requirement of 2 days in the office. They are responsible for growing, engaging, and retaining the Institute’s diverse membership base through the effective delivery of high-impact engagement strategies, member services, marketing and communications campaigns, events, and the Dispute Appointment Service (DAS). The role ensures that Ciarb’s value proposition remains relevant, responsive, and member-centred, while supporting the organisation’s mission to promote and facilitate alternative dispute resolution globally.

KEY RESPONSIBILITIES

Strategic Leadership

• Lead the development and execution of the global membership and engagement strategy in alignment with Ciarb’s organisational objectives.

• Act as a key member of the Senior Management Team (SMT), contributing to strategic planning, change programmes, and organisational growth.

• Use data-driven insights and member feedback to inform decisions and prioritise initiatives.

• Provide strategic direction for marketing, sales, and engagement campaigns to enhance brand presence and increase Ciarb’s global reach.

Membership Growth and Retention

• Drive initiatives to increase membership acquisition and retention across all grades and regions.

• Oversee the development of value-adding member benefits, services, and recognition schemes.

• Ensure membership operations are efficient, inclusive, and deliver excellent customer experience.

Marketing and Communications

• Provide strategic direction to all marketing and communications activity, ensuring consistency of brand, tone of voice, and messaging across all channels.

• Lead multi-channel marketing campaigns to raise Ciarb’s profile and promote its services and programmes globally.

• Oversee the production and dissemination of member communications, newsletters, promotional materials, and digital content.

Events and Member Engagement

• Oversee the planning and delivery of Ciarb’s conferences, webinars, regional events, and digital engagement initiatives.

• Work in collaboration with global branches to strengthen regional engagement and ensure consistent service delivery.

• Ensure the events programme supports CPD, networking, and visibility for members and partners.

Dispute Appointment Service (DAS)

• Provide oversight to the Dispute Appointment Service, ensuring it operates efficiently, transparently, and in line with best practice.

• Identify opportunities for growth and innovation within DAS to support Ciarb’s mission and member value.

Team Leadership and Financial Management

• Lead and develop high-performing, cross-functional teams, creating a culture of collaboration, innovation, and accountability.

• Manage budgets and resources effectively, ensuring cost-efficiency and maximum return on investment.

• Foster a performance-driven environment, with clear objectives, KPIs, and regular reporting to the Executive and Board.

EXPERIENCE

Essential

• Substantial senior-level leadership experience, ideally within a professional membership body, chartered institute, or similar not-for-profit organisation.

• Demonstrable success in driving membership growth and delivering high-impact member engagement and retention strategies across international markets.

• Experience developing and implementing multi-channel marketing and communication strategies with measurable outcomes.

• Proven ability to lead events and engagement programmes that support member value, visibility, and professional development.

• Experience leading high-performing, cross-functional teams across marketing, membership, communications, and operations.

• Strong financial management experience, including budgeting, forecasting, and reporting at Executive or Board level.

• Experience building positive, productive relationships with governance committees, boards, and external stakeholders.

• Knowledge of and commitment to best practice in equality, diversity, inclusion (EDI) and member accessibility.

• Exceptional written and verbal communication skills, with experience preparing Board-level reports and presenting at events.

• Evidence of delivering successful integrated marketing and engagement campaigns, including digital and CRM-led strategies.

Desirable

• Knowledge of alternative dispute resolution (ADR) or legal sector.

• Experience working with or supporting volunteer branches or regional committees.

• Familiarity with CRM systems and digital transformation in a membership or service delivery context.

• Experience managing or overseeing a dispute appointment or case allocation service.

• International experience and/or foreign language proficiency.

Skills And Attributes

• Strategic thinker with the ability to translate organisational goals into actionable plans.

• Inclusive, collaborative leader with the ability to inspire, coach, and motivate teams.

• Member- and service-focused mindset, with a commitment to continuous improvement.

• Politically and culturally astute with strong stakeholder engagement skills.

• Excellent interpersonal skills, able to communicate with authority and empathy.

• Highly organised and detail-oriented with the ability to manage multiple priorities.

• Comfortable operating in a fast-paced, dynamic environment leading through change.

• Strong commitment to the values and mission of Ciarb and a passion for delivering impact globally.

What's in it for you?

Contract: Permanent

Salary: between £90,000 - £110,000 per annum (Dependent on Experience)

Annual leave: 25 days per annum plus UK bank holidays

Sick pay: Enhanced company scheme subject to terms and conditions

Life assurance: Company life assurance scheme (4 x annual salary)

Pension: Generous Pension Scheme (from day 1 of joining)

Check out the full range of benefits on offer by using the benefits tab at the top of the page

Application Notes:

A covering letter of ideally one A4 page but no more than one along with your CV is required to complete your application.

See below to view guidance on constructing a cover letter.

The deadline for applications is 23:59 hours by Sunday 27th July 2025.