Member Services Manager


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, Meta, TikTok 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. You can find out more about us and the work we do here:

Ways of working

The IAB works in a very open and collaborative way. A team of 28, we have a weekly company meeting, 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 mostly working from home, but our office in Covent Garden is open every day and we encourage everyone to come to the office to work together once a week. We 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 fortnightly project meetings where we share the status of all the IAB’s major initiatives which helps 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. You can find out more about the team here:

The role

The Member Services team is responsible for two central pillars of IAB UK’s offering. The first of these pillars is member relations. This aspect of the role requires end-to-end management of communications with allocated members; including new business, onboarding, renewals, regular check-ins and cultivating professional relationships that enable our members to make the most out of their IAB memberships.

The second of these pillars is sector management. A core part of the Member Services team’s role is to champion the IAB’s mission across various industry sectors such as Connected TV, Programmatic and Search. This will require you to develop a deep understanding of the challenges that your allocated sectors face and create and project manage a successful roadmap of initiatives and outputs that both supports the sector and remains achievable within time and resource constraints.

Key responsibilities

  • Manage relationships with members within the sectors of the industry you manage for the IAB

  • Confidently understand the needs of your members so you can keep them up to date on all relevant IAB opportunities – for example marketing opportunities, research launches, policy updates and events they might like to attend

  • Share relevant IAB updates with your members in regular emails, zoom calls and face to face meetings

  • Keep all other IAB teams 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

  • Ensure that all members you work with receive value and work with under- engaged members to re-engage them if needed

  • Be part of a commercially aware team that is accountable for renewing the annual membership of members

  • Lead 3 IAB groups. Groups meet once a quarter and are a place where members come to network, a time to share a significant update and discuss any challenges that the group may have that is limiting the growth of a specific sector

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

  • Build relationships with multiple stakeholders, both internal and external and proactively driving projects forward

Skills, knowledge and characteristics

  • Excellent communication skills

  • Excellent collaborator (with clients and team)

  • Exceptional attention to detail and organisation skills

  • Demonstrable experience in customer/client servicing/account management

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

  • Ambitious Self-starter who can work under their own initiative

  • Creative in ideas, writing, and ways of working

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

  • A shining positive attitude, great motivator... and a sense of humour

Management structure

This role works alongside our two existing Member Services Managers and will report into the Head of Partnerships.

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, including a CV and information setting out how you meet the job requirements, to be sent to Caroline Stearn [email protected] Salary is competitive.

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