Membership Coordinator

£20000 - £27000 per annum
08 Sep 2017
27 Sep 2017
Leslie Davies
Job Discipline
Marketing (General)
Experience Level
Contract Type
Full Time
Reporting to our Head of Member Experience you will be the first point of contact for prospective members, evaluate their applications, and help coordinate the full member lifecycle. We are looking for a customer experience and services individual with a user focused mind-set and a passion to improve process and help develop clear and efficient communications.

Client Details

Crossref is a global not-for-profit membership organization for scholarly publishing, working to make content easy to find, cite, link, and assess. We do this in five ways: rallying the community; tagging metadata; running a share infrastructure; playing with new technology; and making tools and services to improve research communications. It's as simple-and as complicated-as that. Since January 2000 we have grown from strength to strength and now have over 8000 members across 114 countries.


As the Membership Cordinator you will be responsible for:

* Coordinate processes for the full member lifecycle: initial contact, sign up, onboarding, education, uptake of new services, membership terminations

* Be the first point of contact, championing the onboarding process ensuring data entry, ticketing and billing processes are completed accurately and on time

* Triage and escalate questions where necessary and ensure timely and high quality responses to through all channels

* Work with Outreach, Product, Finance and Technical teams to ensure there are effective workflows giving members a positive experience

* Be the voice of the customer: voice pain points for members and propose solutions to improve the member experience

* Flag top contact reasons and help drive prompt resolution of customer-impacting issues

* Contribute to updating and localising help content, e.g. macros, FAQs, website content, best practice and how-to guides

* Assist the team in the maintenance and development of efficient and effective office systems and procedures

* Management of mailings (both traditional print and digital)


Use the community forum platform and social media to respond to membership-related queries

* Occasionally blog about Crossref membership items of interest, and post to social media


We're looking for someone who will coordinate our Onboarding process to ensure positive end to end user experience. You'll demonstrate:

* 1 to 2 years' experience in customer experience or services focused role

* Confidence to self start and use ones initiative where possible

* A collaborative and can-do attitude

* An inclination to experiment and learn new things

* A passion to understand and improve customer experience & service

* Experience managing customer service tools such as CRM (Sugar), helpdesk, email, social media, and contract management

* Fluency in English and at least one other language

Job Offer

What is on offer:

The opportunity to join a growing business that is offering the chance to learn and develop in a newly-created position where you can really make the role your own and shape your future progression. This full-time permanent position will be based in our Oxford office.

Crossref have a great benefits package and will offer a competitive salary for the right candidate.

If you are interested in this opportunity please apply or contact Leslie Davies at Michael Page on 01189 559588

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