Head of Member Services - West London Business

  • Location

    West London

  • Sector:

    Business Services

  • Job type:


  • Salary:

    £40,000 per annum pro rata, plus commission

  • Contact:

    Andrew Dakers

  • Contact email:


  • Published:

    almost 2 years ago

  • Expiry date:


  • Client:



West London Business (WLB) works to ensure West London stays the best place to do business.  North-West London is the UK’s global gateway – a £73 billion GVA economy underpinned by 120,000+ businesses.   We are a non-profit business-led organisation with a blue-chip board that includes corporations such as Heathrow and PwC, key regional firms such as Fullers and Kingston Smith LLP, education institutions and small businesses. We have a membership of around 200 organisations, 15,000+ supporters and 30+ events per annum, including the West London Business Awards.

Our members commit to work together through WLB to raise West London’s global economic competitiveness, whilst pursuing social and environmental sustainability.   We work towards these goals by providing insight, voice and connections to our members and the wider business community. Through this programme we inform and influence the work of local, regional and national government policymakers and promote inward investment.

Job Purpose

To lead WLB’s Member Services with a focus on account management and support of WLB’s large/ corporate members, recruiting new large/ corporate members and leading sales of WLB services.  

Main Responsibilities

Account management of existing large business/ corporate members – ensuring WLB delivers on their needs (50% of time)

  1. Maintain up-to-date records of large business/ corporate member needs, interests and key contacts on Salesforce.

  2. Service member needs by email, skype and face to face.

  3. Liaise with colleagues who may account manage some members to spread the load.

  4. Liaise with communications and CEO regarding the promotion of services to existing members.

Service sales (50% of time)

  1. New membership - Build a pipeline of large business/ corporate prospects and report on progress through monthly sales reports.

  2. Manage the Corporate Hospitality programme (e.g. partner events, lunches and dinners) which engages existing members and prospects.

  3. Lead on sales of corporate sponsorship opportunities for events such as the Annual Awards and House of Commons reception, as well as the Policy-led reports requiring sponsor funding.

Line management (5% of time)

  1. Line manage Member Services Coordinator who account manages small business members, onboards new members and issues renewal invoices on a monthly cycle.

  2. Recruit and line manage Membership intern, ensuring they have a positive experience of their time at WLB and that WLB benefits from their support as volunteers.

Business unit debt management (5% of time)

  1. Advise and support the Member Services Coordinator on the recovery of debts where required.

Decision Making

  • Day to day decisions regarding delivery of WLB’s Membership and sales function, escalating strategic decisions to the Chief Executive.

  • Identification of improvement to membership-related systems, procedures and practices.

Working Relationships

  • Chief Executive – line manager

  • Line manager to Member Services Coordinator and Membership Intern

  • Policy & Events Manager, PRBG Manager and any volunteers

  • Daily communications with WLB members and supporters through email, telephone, post, and face-to-face

  • Contact with the WLB Board through the Chief Executive

  • Outsourced book-keeping support

  • Internal team to secure their input to membership activities

  • Other associates such as outsourced IT providers etc.

Person Specification



  • Educated to degree level (or equivalent) – Business or social sciences

  • Clean driving licence and access to car



  • Minimum of ten years’ experience in a sales or business development role.


  • Experience of membership or events based organisations




  • An advanced knowledge and understanding of customer relationship management

  • Knowledge of the production and delivery of high quality external stakeholder engagement

  • Understanding of processes for securing corporate sponsorship

  • Understanding businesses commercial priorities


  • Demonstrable knowledge of the North-West London geography and/or key West London businesses.




  • Good written communication skills

  • Excellent oral communication skills to work effectively with professionals at all levels, particular senior stakeholders

  • Good prioritising and self-management skills to work effectively alone, as well as part of a team.

  • Excellent IT skills, including Outlook, Excel, Powerpoint and Word

  • Financially literate – ability to understand and interpret financial data


  • Editing and proofreading skills

  • Familiarity with Xero and/or Salesforce

  • Creative flair and innovative ideas to shape how we deliver inspiring membership experience



  • Energetic with a positive approach to enthuse and motivate

  • Organised

  • Quick learner

  • Careful, accurate, pays attention to detail

  • Able to work to deadlines

  • Willingness to learn and share skills with colleagues

  • Confident

  • Calm under pressure

  • Able to work on own and as part of a team

  • Able to communicate with people at all levels    

  • Pleasant telephone and email manner

Salary and benefits

£40k per annum (pro-rated to £20k for 2.5 days per week), plus commission

Commission rates


‘At risk’ renewal

Standard renewal (i.e. without complication)




1% if total sales targets for financial year achieved

Event sponsorship




Advertising sales (West Londoner or online)



n/a - always considered ‘at risk’


25 days holiday, plus bank holidays (pro rated)

Employee healthcare and employer pension contribution of 6%

Location: The post will be based at West London Business’ main office (The Workary, 1 Dukes Avenue, Chiswick W4 2AB).

Permanent post

Application by CV and cover letter to Andrew.dakers@westlondon.com    Deadline Monday 11th March 2019.