Member Relationship Lead | Circa £48,000 negotiable + excellent benefits | Permanent | Hybrid

Do you have a successful track record of Customer Relationship or Account Management?

We have an exciting opportunity to join the Member Engagement team and bring fresh, creative ideas to the Member Success Engagement Strategy, keeping our Insurer members engaged and excited.

In this role, you’ll proactively build relationships and manage our CRM system to enhance the Member Success engagement strategy. You’ll support our members by providing unparalleled insights and data, helping them deliver superior products and services in the motor insurance market, whether in Claims or Risk management. 

Your mission

• Discover Member Needs: Dive deep into understanding what our member organisations need and how Thatcham Research can help. Always look for creative ways to enhance this understanding.

• Craft Tailored Engagement Plans: Design personalised engagement strategies that align with each member’s business goals and the ever-evolving insurance market.

• Maximise Membership Value: Work closely with member representatives to ensure they get the most out of their membership with Thatcham Research.

• Build Key Relationships: Identify and nurture relationships with key stakeholders in both current and potential member organisations. Team up with internal stakeholders, especially Member Success, to ensure our resources are deployed effectively.

• Support Project Delivery: Assist internal teams in crafting engagement plans that ensure successful project outcomes.

• Stay Informed: Keep up to date with Thatcham Research’s strategy to ensure all communications and activities are aligned and supportive. Deepen your knowledge of the insurance market and the role of Thatcham Research within it, to enhance member communications.

• Manage CRM: Maintain a robust and accurate customer relationship management database.

• Plan Impactful Events: Organise and coordinate events that highlight Thatcham Research’s value and support its projects and strategy.

Skills & experience that will set you up for success in this role

• Proven experience in Relationship / Engagement, ideally within the insurance industry, and knowledge of the UK motor insurance market. (industry experience is not essential and we welcome applications without this)

• Demonstrated ability in planning events and coordinating meetings with external organisations.

• Proficiency in using MI tools to analyse account performance and customer engagement.

• Versatile communication skills, adaptable to various audiences.

• Independent and creative problem-solving abilities.

• Competence in understanding, analysing, and conveying complex information and relationships between products, data, and stakeholders.

• Collaborative approach to working with internal and external stakeholders at all organisational levels.

About you

You are a confident communicator with a natural ability to build relationships and engage with others. You’re highly organised, with the ability to plan and prioritise your workload whilst demonstrating excellent quality standards and integrity in all aspects of your work. You love working within a supportive and collaborative environment, and continually seek personal and professional development opportunities to enhance your knowledge and skills.

Did you know...

Research tells us that men are more likely to apply to jobs if they meet only 60% of the criteria, whereas women often hesitate or don't apply unless they meet all of the criteria. This difference in application behaviour can contribute to the gender gap in career advancement and opportunities.

We know the perfect candidate doesn't exist! If you think you have what it takes but don't tick every box, we'd still encourage you to apply - it could be a perfect fit!

Perks & Benefits

Salary - Circa £48,000 negotiable dependent on skills & experience.

• 10% non-contributory pension
• 29 days holiday (inclusive of Christmas shutdown) + public holidays
• Group Life Assurance (equal to 3 x basic salary)
• Group Income Protection (after 2 years’ service)
• Salary Sacrifice schemes (cycle to work & tech scheme)
• Moneyhealth’s Financial Coaching & Wellbeing Platform
• Health Cash Plan (cash back on eligible medical treatments)
• Reward & Recognition Programme
• Discounted gym membership
• Sports & Social club
• Payroll charitable giving
• Subsidised on-site restaurant
• Free on-site parking

When we work

Our standard working hours are 8:30 - 16:30 Monday - Thursday, early finish on Friday - 8:30 - 15:45 (Talk to us about flexible working if this doesn’t quite suit you – we take work-life balance seriously!)

How we work

We understand the benefits of remote and in-person collaboration, and therefore have a hybrid working model – you’ll be expected to work from our office in Thatcham at least two days per week. Some travel within the UK to support on-site member activities as required.

What we do

At the cutting edge of automotive research in the UK, Thatcham Research has a unique role in shaping the design of new vehicles and influencing ever higher standards of safety, security and repair. With an on-site Crash Laboratory, Repair Technology Centre and Training Academy, our research expertise is driving some of the very latest automotive developments in technology, materials and standards in this fast moving and highly technical industry.

Our active safety track site is one of the leading accredited Euro NCAP testing facilities, trialling and assessing the very latest developments in vehicle safety and assistance technologies.

Our Values

As an organisation that believes a strong set of Values are key to our organisational success and a sense of belonging for all colleagues, we ask that you understand, represent and apply our Values of Fearless, Inquisitive, Resourceful, Supportive and Trusted and demonstrate these Values throughout the recruitment process.

Our Commitment to Diversity, Inclusion & Belonging

We are dedicated to fostering an inclusive workplace which values diversity and embraces each individual's authentic self. We are proud to champion a culture where colleagues freely share their diverse perspectives, recognising that these contribute to our innovative spirit. Our journey of growth and understanding is continuous as we actively invest in diversity training, workshops, and partnerships to ensure positive change.

Beyond our membership in the Automotive 30% Club, we collaborate with various organisations to advance equity not only in gender but also across ethnicity, age, disability, social mobility, LGBTQ+ identities, experiences, and thinking. Our aspiration is to create an environment where everyone thrives, achieves, and experiences a genuine sense of belonging.

Recruitment process

We’re proud to manage our recruitment in-house and believe this direct approach enables us to give you the best possible Employee Experience we can – which starts right here, your application! We’re continuously striving to improve the candidate journey, and transparency (or communication) is a key area of focus – yes, even with salary & benefits.

What can you expect from our recruitment process?

• Regular updates on the progress / outcome of your application
• An initial telephone screening call with our Recruitment Business Partner
• First interview with the hiring manager, usually via Teams
• Second/Final interview, in-person at our office (we may give you a role specific task to present on!)
• Personalised feedback following your interview – because everyone deserves that!
• An opportunity to give us your honest feedback in a short survey on all of the above

We’re committed to removing invisible barriers. If there are any adjustments we can make to better support you, please let us know when you apply.

All applicants must have Right to Work in the UK.