Membership retention officer

Job Title: Membership retention officer
Band: 6
Salary: £29,201 - £31,907
Location/Base: Hybrid – Home / CIH office
Hours: Full time 35 hours per week

The Chartered Institute of Housing (CIH) is the independent voice for housing and the home of professional standards. Our mission is simple but powerful: to support housing professionals to create a future where everyone has a place to call home.

About you

Are you passionate about building meaningful relationships and delivering exceptional member experiences? Join CIH as a member retention officer and play a pivotal role in shaping the future of our growing membership community.

You will support our strategic objective of increasing year-on-year member retention through proactive engagement, insight-led strategies, and a deep understanding of our members' needs.

You will:

• Foster strong, long-term relationships with members to drive satisfaction, engagement, and loyalty
• Promote the value and relevance of CIH’s products, services, and professional development opportunities
• Deliver a consistently positive and valued experience for all members
• Champion the benefits of continued membership, encouraging renewals and deeper involvement
• Identify and engage with members at risk of lapsing, applying data-driven insights to retain and grow the membership base.
  

We’re looking for a relationship-builder with a member-first mindset, able to communicate value with clarity and enthusiasm. You will bring experience in customer service and member retention and are confident using data to inform your approach.

How to apply

CIH is committed to equal opportunities at all stages of recruitment and selection and strives to have a workforce that promotes inclusivity. We welcome applicants from all sectors of the community. If you feel you have barriers to applying, please get in touch as we would be happy to discuss any reasonable adjustments we can make to achieve and celebrate diversity.

If you would like an informal chat about the position, please contact Sharon Dean at sharon.dean@cih.org

The closing date for applications is noon on Friday 17 October 2025.

Interviews will be held week commencing 27 October 2025.

Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.