We Are Hiring

Head of Membership Engagement

The General Secretary

Dublin City Centre

€72,856 - €83,689

In 2025, the Financial Services Union is the leading trade union representing staff in the financial services sector. We have approximately 12,000 members located in the Republic of Ireland, Northern Ireland and Great Britain. Our members share common values – a commitment to decency, fairness and respect in our workplaces and the union has a presence in banks, fintech companies, the insurance sector and specialist support firms.

FSU is the collective voice of staff in some of the leading financial institutions across Ireland and beyond and take a lead role in negotiations with employers on a range of critical issues of direct relevance to members.

Continuing the forward-thinking tradition in place since its founding, the FSU undertook a strategic review in 2022. Many aspects of financial services have changed since the founding of the Financial Services Union. The look, regulations and technology are very different. To build on the progress made since our foundation, we have developed our strategic plan 2023-26. The driving force of the strategy is to support members in work and their career and secure our legacy for the next 100 years

The Head of Membership Engagement is a senior leadership role responsible for overseeing the strategic and operational delivery of membership services, ensuring outstanding member engagement and experience. The role includes oversight of membership database management, system management, dashboards, and corporate governance for the organisation, as well as responsibility for HR & Organisational Development for our staff. The postholder will play a key role in shaping a digital led member-centric culture while driving continuous improvement in membership engagement, data integrity and operational efficiency.

We are seeking a skilled and proactive Head of Membership Engagement to take ownership of our membership data management, oversee the implementation and operation and development of our IT enterprise systems, and manage a small team with responsibility for membership data. This is a critical role ensuring the integrity, security, and effectiveness of our data and digital infrastructure, supporting the union’s work on behalf of our members.

Membership Operations & Member Experience

• Oversee the end-to-end membership journey, ensuring a seamless and positive experience for all members and maintain the member lifecycle processes.
• Develop and implement strategies to enhance member engagement, retention, and satisfaction including reviewing and updating all member content and other triggered messages.
• Lead and manage the membership operations team, setting objectives and delivering data with integrity incorporating high-quality member services.
• Implement feedback mechanisms to understand member needs and expectations, using data-driven insights to inform improvements and ability to react to urgent needs while maintaining overall structure.
• Building cohesive engagement with both elected and staff colleagues.
• Responsibility for supporting campaign delivery and KPI measurement and reporting for each campaign.
• Champion member centric thinking across the organisation.

Database & Systems Management

• Oversee the management, maintenance, and development of the membership database and CRM system, to include data management protocols and reporting.
• Ensure data integrity, compliance with data protection regulations, and efficient data reporting.
• Develop and implement data quality procedures and audits.
• Develop and manage membership dashboards, providing insights and analytics on member engagement, retention, and growth.
• Drive digital transformation initiatives to enhance the efficiency of membership systems and processes.
• Manage the day-to-day performance and development of the union’s enterprise system (CRM/Membership Management platform).
• Liaise with software providers, consultants, and stakeholders to ensure smooth system operation and continuous improvement.
• Oversee system upgrades, migrations, and configuration changes.
• Identify opportunities to improve efficiency and integration across digital tools and platforms.

HR, Health & Safety, and Corporate Governance

• Oversee HR policies and procedures, ensuring compliance with employment legislation and best practices.
• Lead on Health & Safety policies, ensuring compliance with relevant regulations and fostering a safe working environment.
• Ensure adherence to best practice corporate governance policies, including risk management, GDPR, regulatory compliance, and ethical business practices.
• Participate with the Governance & Ethics Committee as Executive Lead and ensure that the governance framework documents and policies are reviewed, updated and adhered to.
• Support the leadership team with governance-related activities, including Council reporting and compliance documentation.

Strategic & Cross-Functional Collaboration

• Work closely with departments including campaigns, communications, and finance to align data use with organisational goals.
• Contribute to digital strategy and transformation projects across the organisation.
• Represent the data and systems function at Leadership Team meetings.

Strategic Leadership & Continuous Improvement

• Contribute to the development and execution of the organisation’s strategic plans to include driving membership growth and enhancing engagement.
• Foster a culture of excellence, collaboration, and continuous improvement within the membership team.
• Ensure forwarding thinking strategies – proactively suggesting engagement strategies and bringing best practices from other relevant sectors.
• Monitor industry trends and best practices to drive innovation and maintain a competitive edge in membership operations.
• Collaborate with cross-functional teams to ensure alignment between membership operations and wider organisational goals.

Team Management

• Lead and support two Data Input staff, ensuring accurate and timely data processing.
• Provide training, mentoring, and performance management.
• Coordinate team workflow, ensuring a high level of service to internal stakeholders.

Essential Experience & Skills

The successful candidate should be able to demonstrate:

• Extensive experience in a senior membership/customer operations role within a member/customer-centric organisation.
• Proven track record of enhancing member engagement and delivering high-quality membership services.
• Strong experience in managing membership databases, CRM systems, and data analytics tools.
• Leadership experience with the ability to inspire and develop high-performing teams.
• Knowledge and experience of HR policies, employment law, and best practices.
• Understanding of Health & Safety regulations and corporate governance frameworks.
• Excellent stakeholder management skills with the ability to engage effectively at all levels.
• Strong analytical skills with the ability to interpret data and drive informed decision-making.
• Demonstrated ability to lead change management initiatives and drive continuous improvement.

Desirable:

• Experience in digital transformation and process automation in a membership context.
• Professional qualifications in IT, membership management, HR, or governance.
• Experience of working within a not-for-profit, professional association, or similar membership organisation.
• Familiarity with SQL, Excel, and data visualisation tools.
• Experience managing third-party suppliers and system implementation projects.

The successful candidate should be able to demonstrate:

• Strategic thinking and problem-solving skills.
• Strong leadership and people management abilities.
• Excellent communication and interpersonal skills.
• High attention to detail and data accuracy.
• Ability to work under pressure and manage multiple priorities effectively.
• A proactive and innovative approach to membership engagement and operations.