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Membership Operations Manager
gsma
Operations
London, UK
Posted on Sep 16, 2025
Department: Membership & Marketing
Team: Membership
Location: London with hybrid working
Position type: Short-Term Contractor (Inside IR35) until End of 2025, with potential to extend
Reporting to: Membership Operations Director, Membership
What the hiring manager says
“This is an exciting opportunity for an experienced operations and administrative all-rounder to join our small, dedicated Membership team. We work in a fast-paced, varied environment, and this role is key to supporting our success. You should be a self-starter who can multitask, quickly grasp new ideas, and take ownership of projects. The ideal candidate is a team player with strong organisational skills and meticulous attention to detail.”
Paul Schonewald, Membership Operations Director
About the Role
The Membership Operations Manager role is an interim role, supporting Membership management and the wider Membership Sales and Membership Engagement team in day-to-day and project work during their partial secondments to an organisation-wide project. This role is about facilitating their ability to do this by creating the space for these team members to do so. Responsibilities will include:
Membership Renewals: Support the Membership team throughout the entire renewal cycle. This includes close collaboration with internal departments, Membership Managers, and Members to ensure a smooth and timely renewal process.
Shared Mailbox Management: Manage the shared membership mailbox by triaging incoming queries, assigning cases to the appropriate Membership Managers, and responding to general inquiries within agreed service levels.
Sales Lead Triage: Handle inbound sales leads and internal referrals by:
Assessing alignment with GSMA Membership criteria
Conducting sanctions checks
Allocating qualified leads to Sales Managers
Tracking and reporting on the lead lifecycle
Sales Support: Collaborate with Marketing and Technology teams to gather and provide the necessary information to support the closure of specific membership deals.
Membership Communications: Coordinate and execute bulk communications to the full or segmented membership base. Responsibilities include drafting and proofing messages, scheduling delivery, managing failures, and reporting outcomes in partnership with Marketing and IT.
Systems Integrity and Reporting: Ensure sales cycle data is accurately maintained and up to date, supporting effective reporting and decision-making.
Continuous Improvement: Identify and propose enhancements to streamline and optimize existing processes, contributing to operational efficiency.
Cross-Team Collaboration and Projects: Participate in team-wide initiatives that require collective input and execution, such as implementing global sanctions compliance or updating internal workflows.
Teamwork and Interdepartmental Collaboration: Work closely with other GSMA departments—including Marketing, Finance, and Technology—to support Membership sales, engagement strategies, and organisational goals.
About You
You will ideally have solid experience in operations and administration within a B2B environment. You will be a dedicated, motivated professional who thrives both independently and as part of a team. Proactive and forward-thinking, you are committed to continuous improvement and process optimisation. You bring the following strengths:
A hands-on, can-do attitude with the ability to multitask and a strong work ethic
Proven ability to manage relationships with both internal and external stakeholders
Experience working in fast-paced environments, with strong prioritisation and time management skills
A problem-solving mindset with the ability to identify issues and implement effective resolutions
Excellent Microsoft Office skills, including advanced Excel (pivot tables, lookups), Word (mail merge), and SharePoint
Familiarity with Salesforce (essential) and Workday platforms (desirable)
Technologically aware, with a willingness and ability to learn new systems quickly
Highly organised with exceptional attention to detail
Tenacious, accountable, and guided by high levels of integrity
Strong customer service orientation with a solutions-focused approach
Excellent communication skills, both written and verbal, with a professional and confident manner
A collaborative team player who works effectively toward shared goals
Self-sufficient and capable of recognising when to seek support or escalate issues
Contract type
Short term ContractorWorker type
Contingent WorkerWhat We Offer
Working at the GSMA offers you unparalleled access to the mobile industry. We offer a chance to truly shape the direction of mobile, whatever your role. By joining the GSMA, you will be exposed to a fast-paced rapidly evolving environment, working on global solutions, genuinely fascinating and industry-changing projects and a stimulating and dynamic environment designed to enable you to flourish.
In addition to architect-designed offices and competitive compensation, our benefits include fantastic learning & development opportunities, generous holiday allowances, four additional days off for professional development and many others.
To learn more about the GSMA, visit our career site, our LinkedIn page and our Twitter page.
Being You at the GSMA
We care deeply about diversity, equity and inclusivity and aspire to be the best at it. Your well-being and work/life balance is important, so flexi-time and remote working is available to all staff. We're keen to ensure everyone is equal, represented and connected so we particularly encourage applications from all demographics. The sucess of the GSMA year on year will continue to be contributed by people from all walks of life.
GSMA Values
Our values not only drive our culture – they shape how we work and interact inside and outside our global organisation.
Passionately driven
We approach everything we do with unparalleled capability, tenacity and commitment, knowing that the challenging scale, pace and complexity of our work is what leads to its world-changing impact.
Insightful leaders
We continually develop and engage our expertise, insight and creativity so that we’re always ready to respond to the changing landscape with authority, agility and nuance.
Stronger together
We lean on each other so the industry can lean on us, embracing our diversity by actively seeking out perspectives and skill sets beyond our own, fuelling each other’s successes and constantly asking how we can help.
Underpinning our values is our collective mindset to show up purposefully as good human beings every day, in every situation. When we’re at our best – we are collaborative, considerate and compassionate to others, and we create a safe space for one another to thrive, assuming positive intent in our colleagues. And if we aren’t at our best and the pressure is on – we feel free to be ourselves but still remain curious, lean into the tough stuff and we are always respectful to others and accountable for the part we play.