Member Services Executive

Posted on: Tuesday 19 January 2021

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The IAB is the not-for-profit trade body for the digital advertising industry with members from some of the biggest companies in the world including Google, Facebook and Twitter. Our mission is to build a sustainable future for digital advertising. We do this through a range of activities including events, training, research, setting standards, helping the industry to remain self-regulated and more.  

Ways of working:

The IAB works in a very open and collaborative way. A team of 25, we have a company meeting every morning, project teams composed of people from different departments, as well as a strong sense of teamwork within each department. We encourage our people to be entrepreneurial and feel empowered to drive change and come up with ideas for new projects and initiatives. We are currently working from home, but our office is in Covent Garden and we are looking forward to returning as soon as it is safe to do so. We encourage hot desking and actively support flexible working.


Culture is very important to us, we work with the whole industry, an innovative, dynamic and fast-moving sector so we want our people to add to the fabric of what we do and what we represent. We are a social and upbeat team with different expertise and interests and a great ability to pitch in and work together to deliver our big events and initiatives. Education is important so in addition to training, we hold regular lunch and learn sessions that help us all keep up to speed with developments across the industry. We celebrate success whether it’s the completion of a big project or something small but important that someone has done that helps us all. 

The role:

Member Services Executive is part of the Member Services Department. You would have one of the most member-facing roles in the business, looking after a sector of IAB members to ensure they are happy and engaged with the IAB. This role will report into the Member Services Manager and will work closely alongside the Member Services department on a number of projects and initiatives to benefit our member base. You will build up to running industry groups and initiatives in your own designated sector.

Responsibilities include:

Account and sector management

  • Share relevant IAB updates with your members in regular emails, zoom calls and meetings (when we are back in the office)

  • Learn about your members inside out, and keep them up to date on all opportunities to engage with the IAB such as speaker slots, research launches, policy updates and events they might like to attend  

  • Keep IABers updated on your sector of membership – help the team learn about our member base, how it is changing, what their needs are so that we can plan effectively and keep up to date

  • Flagging under-engaged members and working on strategies to re-engage them

  • Conduct IAB membership renewals 

  • Bringing on board new members

  • Supporting the Member Services department with their groups and sectors where needed


Group and Project Management

  • You will build up to running your own industry groups, in the short term you will support the rest of the department with their industry groups

  • Working with your sector on projects such as events, newsletters, blog pieces, debates, research projects

  • Keeping on top of multiple stakeholders, both internal and external and proactively driving projects forward

  • Being the main point of contact to brief our members on projects, collating, chasing and proof-reading their input, ensuring we are keeping to project timelines whilst keeping relevant stakeholders in the loop

  • Working with internal teams, in particular the marketing team, to produce and distribute these projects effectively to the industry


Skills, qualifications and experience:

  • Excellent communication skills

  • Exceptional attention to detail

  • Demonstrable experience in customer / client servicing / account management

  • A passion for the digital industry and knowledge of the latest developments

  • An incredibly organised team player who can work under own initiative

  • Proven project management and delivery skills

  • Creative in ideas, writing, and ways of working

  • Excellent working knowledge of Microsoft (know your way around a project plan or other project management tools)

  •  A shining positive attitude (and a sense of humour)


Additional info:

  • You can find more details about our department here

  • The list of our industry groups can be found here

  • For an example of the type of projects you will be working on with different IAB members, see our Guide to Digital Innovation

  • You will be the organisational king or queen of the Member Services Department, keeping us all in check and moving forward with our projects in collaboration with our members

In any one week you might be attending an industry event, hosting a meeting with 10+ IAB members, writing a piece on creative campaigns whilst managing a project. The team are supportive and will show you the ropes and help you develop your skills on the job. You need to be able to throw yourselves into the variety of tasks that life at the IAB is all about


Equal Opportunities

The IAB supports equal opportunities for everyone and we want to build a digital advertising industry that is for everybody. We value and respect all differences in people (seen and unseen). One of the ways we do this is by actively encouraging staff to work in ways that best suit their needs and our flexible working policy outlines many of the options available, such as part-time and term-time working, and working compressed hours. Please talk to us at the interview about the flexibility and equipment or other support you need. We can’t promise to give you exactly what you want, but we promise not to judge you for asking.


Application Process

Applications to be sent to Caroline Stearn Closing date is Friday 26 February. Salary is competitive.  

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