Operations Manager

This vacancy has now expired, and is not accepting any new applications.

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  • Member
  • Hire Association Europe & Event Hire Association
  • Location
  • Birmingham, West Midlands
  • Job Description
  • Operations Manager Job Purpose: to generate substantial additional revenue for the association by planning, maintaining and implementing a Membership retention and growth strategy; and by maximising use and revenue from services available only to members.

    Reporting to: Executive Director

    Linkages: Work the rest of the Association’s Senior Management team and Board, and liaise as necessary with the other similar associations across the U.K. and Europe.

    Key Performance Indicators:

    You will be expected to:

    • oversee the growth of the Membership base year-on-year against agreed numerical and financial targets (which you will be involved in setting)
    • achieve and maintain a 95 % Member retention rate
    • increase penetration into the hire community
    • maintain a high level of Member satisfaction with incoming and outgoing Member communications
    • help maintain relations with Members, Premier Partners and other bodies

    Detailed Duties & Responsibilities:
    Membership services:

    • evaluate and assess the existing services and initiatives that are included within the Member benefits
    • keep up-to-date with, manage and implement the delivery of those services
    • work closely with other team Members to promote the services of the Association
    • maintain and grow the inter-Member promotional scheme
    • work with the Commercial Manager on the development, evaluation and implementation of new commercial services to Members
    • extend and maximise revenue from services that are available only to members
    • ensure provision of technical service to answer queries related to equipment, safety, environment and other relevant areas.

    Membership administration:

    • maintain accurate Membership records and marketing databases
    • ensure that Membership processes are carried-out in an effective and timely manner; for example: new Member applications, Member engagement, and Membership renewals invoicing
    • compile Member information for all purposes on demand

    Member communications, marketing and P.R.: (In conjunction with Marketing Manager & MD)

    • update and maintain Member communications, responding to Members’ queries in a timely manner (telephone / written / face-to-face)
    • assist Marketing Manager to create and update general Membership letters, new Member welcome packs, and renewal packs
    • assist the rest of the Management team with the implementation of the Association P.R. strategy


    • run New Member inductions and Member information events to drive awareness of the Association and its services
    • in partnership with the Management team, attend Association events, and other events and exhibitions as appropriate, to promote Membership of the Association.

    Database management:

    • manage and maintain accurate Membership records, update the OpenEngage CRM system and other databases
    • work closely with other team Members to use the CRM system to provide relevant management reports and information
    • develop regular meeting pattern with OpenEngage providers to ensure constant development of database and its relevance to HAE operations

    Staff management and motivation:

    • manage and support the Membership Development Executive, Membership Administrator and Technical provision
    • set targets for Member recruitment and retention, by size, sector and value
    • conduct annual staff appraisals for your team

    Strategy and planning:

    • create and distribute regular Membership surveys, and report the findings
    • analyse Membership data, e.g. Member spend, recruitment and resignation trends, and report findings to the Executive Director
    • provide regular progress reports on Membership activity to the Membership & Marketing Committee
    • contribute to the production of the annual Business Plan, and take ownership of the achievement of the targets you set for your team

    Other responsibilities include:

    • maintain and update Member profiles on the HAE/EHA website
    • remain current with (and help implement) the Association’s policies, procedures and quality standards
    • undertake other duties and tasks as required by the Executive Director

    Personal style and disposition:

    • a highly commercially-focused Manager willing and able to delegate where necessary
    • professional manner and attitude
    • able to remain calm under pressure, multi-task, and meet deadlines
    • adaptable to change

    Relevant Experience:

    • at least three years’ sales experience, preferably within a Membership or business support organisation or customer focused industry
    • staff and budgetary management


    • a business or sales and /or specialist qualification is appropriate and would be helpful to you and to the Association.

    Knowledge, skills and competencies:

    • a good knowledge of marketing, management, administration, planning and Member relationship management techniques
    • strong project management and organisational skills
    • first class written and oral communication skills
    • able to establish and maintain effective working relationships with other departments, Members and stakeholders at all levels
    • high levels of initiative, and the ability to work well as part of a team
    • IT literate: familiar with web applications including email, e-marketing, surveys, e-discussion groups, and a variety of software including custom databases
    • at least a working knowledge of the hire industry would be helpful along with an ability to provide advice and guidance to members on a wide range of topics including an appreciation of H & S, HR and Terms & conditions etc.

    Other requirements:

    • able to travel and attend events and other off-site functions
    • hold a valid driving license and access to a suitable vehicle with business insurance (business mileage will be reimbursed according to the full Terms & Conditions of Employment).

This vacancy has now expired, and is not accepting any new applications.

Please search for live opportunities or use the Register Interest facility to sign up for job alerts and/or leave your CV speculatively.