Members Success Manager

London, UK

We see a world where we all contribute to a thriving planet and together, we are a collective force for good. The Planet Mark is a sustainability certification which recognises outstanding achievements, encourages action, and builds an empowered community of like-minded individuals. We work with businesses to rigorously measure their carbon footprint and social value, engage their staff and supply chain to unlock their knowledge and drive passion for change, and communicate their progress to build a positive brand. We help businesses put a purpose at the heart of their organisation that brings social, environmental, and economic considerations together.


Planet Mark is owned by Alcumus and sits as a stand-alone division within the Alcumus group alongside the Safe Contractor Division and the ISOQAR division. Alcumus is a successful and globally expanding enterprise with a longstanding commitment to promoting safer and more sustainable workplaces.

Reporting to the Operational Excellence & Business Intelligence Director this role is crucial to maximising member retention, supporting a member-first approach and ensuring each member receives the full value of their membership with Planet Mark. You will be responsible for the ongoing daily management of our member retention programme to increase both member and revenue retention, satisfaction, and progression to our Net Zero Certification. The role is a key contributor to the delivery of our business Strategy and associated KPIs.

What that means day to day

You will be the responsible for collecting member feedback, developing a deep understanding of our members and working closely with your colleagues to help align their needs with Planet Mark solutions. As their trusted advisor, you will keep them engaged and educate them on best practices that will enable them to drive stronger usage of their membership.

  • Assisting our non-Account Managed members throughout their journey from Point-of-Sale to Renewal.
  • Attend regular Member-only events to gain insight through networking.
  • Delving into the world of customer loyalty and nurturing strong, enduring relationships.
  • Ensuring member success by anticipating and resolving issues before they arise; stay ahead of the curve by proactively identifying opportunities and presenting solutions to help our members succeed with our products.
  • Staying informed about our product offerings as well as our members businesses and requirements to provide insightful suggestions and recommendations into our Product function.
  • Regular contact (minimum quarterly) with our members to ensure they are gaining maximum benefits of their membership.
  • Providing enhanced support to our new members to ensure they achieve their certification in a timely manner.
  • Coordinating with internal teams to align our members needs with our products and services development strategy.
  • Using data-driven insights to support relevant departments to enhance the member journey, supporting targeted marketing, proactive engagement initiatives and process improvement.
  • Recording and capturing complaints and concerns raised by our members and resolving them in the required timeframes.
  • Regular survey creation to capture our members feedback to drive continuous improvement.


What you’ll need to be successful

 To be successful in this role, it is essential to have previous experience managing customer relationships, demonstrating excellent customer service skills, and a strong focus on member and client retention. 

Additionally, experience in an Account Management role can provide the necessary background to excel, as it involves maintaining and enhancing client connections, ensuring satisfaction and loyalty. 

What you'll get in return

We operate a hybrid workplace policy, where you will work from the office 3 days per week. We want you to be able to do your best work here. We emphasize providing many ways to support our team to do their best work and below are some of the perks and benefits we offer:

Personal Health & Wellbeing / Benefits

>🍼 Enhanced Parental Leave 

>🌴Generous annual leave 

>🏥 Healthcare Plan

>💟 Annual Giving Day – an extra day to give back to yourself or your community

>🚲 Cycle-to-work Scheme 

 Future Planning

>💰Pension scheme with employer contributions 

>🧬 Life Assurance 

>💸 Rewards Program – access to discounts and cashback  

>🏫 LinkedIn Learning License for upskilling & development 

Interested but don’t feel you meet all the requirements? 

Our recruitment team assesses and reviews all applications against the role and business needs. We believe in people having transferable and soft skills and want you to know that we do consider where an individual might not meet all the criteria, but have the aptitude and capability, nonetheless. Our priority is to ensure we set people up for success. We will make a final call based on our determining whether we can offer the necessary support to upskill or provide the developmental support needed for you to get the best out of this opportunity with us!

Bring Your Whole Self to Work.

Alcumus is proudly an equal-opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves.

What you can expect if you apply: 

  • An initial discovery call with the recruiter
  • A first stage interview via Microsoft Teams 
  • Additional interview (likely face to face) with the stakeholders you’ll be working with closely in the role

We’re keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know.


  • Reporting To: Operations Excellence and Business Intelligence Director
  • Employment Type: permanent