Member Engagement and Communications Lead

Are you passionate about building thriving communities and delivering meaningful, value-driven communication? We’re on the lookout for a dynamic Member Engagement and Communications Lead (12-month maternity cover) to join our team and play a vital role in nurturing strong relationships with our members, amplifying their voices, and making sure they feel truly connected and supported.

Your new role

As our Member Engagement and Communications Lead, you’ll be at the heart of how we connect with our members. From crafting high-impact newsletters to fostering vibrant online communities, you’ll shape every touchpoint to make sure our members feel heard, appreciated, and inspired to stay.

You’ll take the reins on our member communication strategy - overseeing everything from email campaigns and welcome packs to FAQs and video content - ensuring every message resonates and delivers clear value.

Partnering closely with our Customer Service and Content Marketing teams, you’ll be instrumental in growing and retaining our membership base.

This is a hybrid role, requiring both office-based and remote work.

What you'll be doing

• Lead member communications: Craft and deliver newsletters, updates, welcome packs, and all member-facing content - ensuring clear, consistent messaging that highlights the value of membership and keeps our community engaged. Oversee and optimise email campaigns for deliverability and impact, using insights to continually improve engagement.
• Bridge Content and Customer Service: Be the clear go-to between the Content and Customer Service teams - spotting gaps like new FAQs or educational pieces, helping us support and retain members on smaller sites, refreshing communications when repeat questions arise, and guiding members through our product to uncover new opportunities. Drive solutions that work for both members and the business, keeping us proactive rather than reactive.
• Manage community spaces and feedback: Oversee our Facebook groups, guide discussions to build peer support, and respond to public feedback on platforms, turning concerns into positive experiences. Monitor trends in member feedback, share insights with internal teams, and help proactively address recurring themes.
• Shape our member tools and resources to deliver real value: Lead the overall vision and content plan for our online library, collaborating with the Customer Service team to understand member needs and create resources like articles, videos, and marketing advice.
• Support marketing and showcase success: Source, publish, and manage testimonials that highlight member stories. Assist with creating marketing assets, templates, and website updates that leverage member insights to strengthen our message and offerings.
• Deepen connections and member experience: Attend events to build stronger relationships, gather insights, and ensure every member feels heard, valued, and empowered to make the most of their membership.

What we're looking for

• A passion for community-building and helping people feel connected and valued.
• Strong experience managing customer or member communications across multiple channels.
• Skilled at tailoring messaging to different audiences and needs.
• Confident handling public responses, from social groups to reviews, with professionalism and empathy.
• Comfortable tracking metrics and turning insights into actions that drive engagement.
• A collaborative approach, working seamlessly across teams to deliver a cohesive member experience.
• Enthusiasm for representing members’ voices in product discussions and helping drive meaningful improvements.

Benefits

• Enjoy a 34-hour working week with flexible hours, including an early finish on Fridays.
• Competitive basic salary starting at £27,000 per annum, depending on experience.
• Bi-annual company bonus potential.
• Up to 5% employer pension contributions to secure your future.
• 32 days holiday (including UK public/bank holidays and end-of-year office closure), which increases annually up to 38 days.
• 2 volunteering days per year, plus an allowance to donate to charities you care about.
• Comprehensive Vitality Health Insurance for peace of mind.
• Access to therapy services because we care about your emotional wellbeing.
• A modern office with a fully stocked fridge and snacks to keep you refreshed.
• We celebrate your achievements with company-wide social events and family trips to mark milestones throughout the year!

By submitting your application to this opening, you agree to our privacy policy.

Happiful is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Happiful is a trading name of Memiah Limited.