Member Care and Retention Officer

General Description

Responsible To: Head of Supporter Fundraising

If you are interested in applying for this job, please make sure you meet the following requirements as listed below.
Location: Hybrid between Butterfly Conservations Head Office and home
Salary: £28,148 – £31,500 depending on experience plus 8% company pension contribution
Duration : Full-time permanent post (37 hours per week)
Job Purpose:
Responsible for the servicing and stewardship of Butterfly Conservation members to ensure we deliver the best possible member experience.
Responsible for the processing and administration of donations and membership applications/renewals using our CRM database (Microsoft Dynamics 365) ensuring a high level of customer care and excellent retention of all our supporters to maximise potential income.
Working with colleagues to ensure our members feel valued.
Specific Tasks:
Act as a reliable first point of contact for Members, handling queries received by email, post and over the telephone efficiently and politely.
Responsible for maintaining accurate member data within the database (Microsoft Dynamics 365) including accurate servicing and storage of all membership renewals, new joiners, lapsing/ reengagement and donation processing.
Ensure all data is held and processed in accordance with BCs Data Protection Policy and individual communication preferences.
Responsible for ensuring the timely and smooth running of the membership welcome and renewal communications (email and post), liaising with contractors and keeping all letters and emails up to date and relevant.
Responsible for the process to contact members whos payments have end (sometimes referred to as lapsed) aiming to reengage and minimise attrition.
Work with colleague to continue to develop the membership offering across all membership categories student/young person, family, single, joint, benefactor and life memberships.
Work closely with the Database Support Officer to ensure all database processes work effectively and accuracy of the data is always maintained. Investigate queries and raise issues where necessary, assuring a satisfactory outcome. Create and maintain guides on database process as appropriate.
Oversee the preparation and distribution of regular reports on membership numbers to BCs 32 Branches.
Liaise with Branches on newsletter distribution hard copy and email – including proofing content, obtaining print quotes and requesting data extracts to supply directly to our printer / mailing house.
Build and maintain excellent relationships with relevant branch volunteers, including providing timely responses to queries and requests for additional information. Ensure Branches are kept up to date with all membership recruitment campaigns and changes to subscription rates etc via the quarterly Branch e-newsletter
Contribute to the creation and distribution of branch emails including welcome and newsletter communications from branches to members.
Maintain accurate records of total membership numbers (individual and household) through the database. Collate a monthly membership update for the Chief Executive and Director of Fundraising and Comms detailing new and leaving members and working with the Head of Supporter Fundraising to include an explanation of trends and anomalies.
Assist with the accurate recording of income into the database, following BC processes in areas including cheque and cash handling.
Work with the Finance Team on monthly reconciliation of income recorded on the CRM with finance software information (ensuring correct allocation of income etc).
Assist with the preparation of the annual membership audit reconciliation to explain any discrepancies and payment exceptions for all membership categories and income
Ensure sufficient stock requirements of all membership leaflets, welcome pack contents, membership incentives and any other literature required within allocated budget
Distribution of membership application forms, promotional codes and resources to staff, Branches and the public as required.
General
Monitor and evaluate key performance indicators and prepare information for the Head of Supporter Fundraising.
Attend meetings and events as required.
Promote BCs values (Excellence, Passionate, Inspiring, Collaborative) ensuring they are adopted in all aspects of the role.
Contribute to the development and implementation of BCs overall Fundraising Strategy.
Collaborate effectively with key teams across BC.
Undertake any other reasonable duties as required and commensurate with the grade of post.
Undertake all duties and responsibilities in compliance with the rules and regulations encompassing equal opportunities to help foster a diverse and inclusive workforce.
Work in accordance with BCs policies, procedures, and codes of conduct.
Actively participate in on-going professional development activities.
To be an ambassador for and to represent BC in various internal and external activities to ensure high profile recognition is given to Fundraising opportunities
Candidates must have the right to work and be resident in the UK.

We reserve the right to close the vacancy early before the advertised closing date and time.

Closing date : Sunday, 15 March 2026 at 23:59.
Interviews will be held on 24 March 2026
Butterfly Conservation is looking for a talented and committed Supporter Care professional to lead our membership care function. This is a pivotal role at the heart of the organisation, ensuring our members feel valued, listened to and connected to our mission. Youll take the lead on membership administration, income recording and developing our membership offering, while championing excellent supporter experiences and strong, efficient processes.
Youll enjoy building relationships with supporters and volunteers by phone and email, taking the time to understand what matters to them and responding with warmth, empathy and professionalism. xwzovoh Alongside youll bring accuracy, organisation and a proactive mindset, playing a key role in strengthening member retention and helping Butterfly Conservation grow.
REF-226 835