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The Chartered Institution of Highways and Transportation (CIHT) is a charity, learned society, membership body and leading voice for those who work in the highways, transport and infrastructure sector. CIHT members come from within the private, public and academic sectors. We offer a neutral space to inform, network and discuss transport sector issues, with the sector at large, offering 360-degree perspective and insight. We champion equality, diversity and inclusion. We work with employers to encourage people from all backgrounds to choose a career in our sector. Society relies on safe, sustainable and integrated environmentally friendly transport and infrastructure systems. Our members play a vital part in meeting that need. CIHT works with our members to improve the standard of practice across the fields of highways, transportation and infrastructure. We are the lead voice of the highways and transportation profession in the UK.
Key Responsibilities
Leadership
• Champion member insights and feedback to shape services and digital experiences
• Advise the Executive Team, represent membership at governance forums, and contribute to strategic leadership as part of senior management team
• Inspire and develop the membership team to deliver high standards, continual improvement and innovative solutions
• Forecast and monitor membership growth and retention targets, revenue, and engagement KPIs; report regularly to the Senior Executive Team and Board
Growth and Engagement
• Drive recruitment campaigns targeting new audiences, including underrepresented groups, early-career professionals, and international markets
• Develop and implement retention strategies, ensuring personalised member journeys and proactive engagement through events, communications, and partnerships
• Collaborate with Marketing & Communications to deliver integrated campaigns that promote CIHT membership benefits and professional recognition
• Build alliances with external organisations to amplify reach and attract new members.
• Oversee volunteer strategy and regional/national alignment.
Operational Excellence
• Forecast and monitor membership growth targets, revenue, and engagement KPIs; report regularly to the Senior Executive Team and Board
• Support CRM optimisation, automation, and use of predictive analytics to enhance member experience, increase retention and accelerate growth.
• Use segmentation and trend analysis to anticipate member needs, identify opportunities and adapt strategies for maximum impact.
• Regularly review membership categories, services, pricing and MVP to ensure CIHT remains the top choice in the sector.
• Ensure robust processes for onboarding, renewals, and member support, delivering exceptional customer service, ensure GDPR compliance, manage membership budgets, and develop business cases for new products/services.
• Champion member insights and feedback to shape services and digital experiences
Collaboration & Representation
• Work closely with CIHT Boards, national and regional committees, and volunteer networks to strengthen membership, growth, engagement and advocacy
• Represent CIHT at industry events and forums to promote membership and build strategic partnerships
Person Specification
Essential Experience
o Leadership experience in membership, customer, commercial or professional services environments
o Proven track record of delivering membership growth and retention
o Strong experience of CRM, digital platforms and data-led operations
o Experience of income generation and budget accountability
o Degree level or higher standard of education.
o Comprehensive experience in developing and delivering high quality member services
o Excellent writing and presentation skills, with the ability to present ideas and concepts to a broad set of audiences
Desirable Experience
o Experience in a professional body, charity, institution or regulated membership organisation
o Experience of international member growth
Essential Skills & Competencies
o Strategic membership growth planning and delivery
o Digital transformation
o Data and performance analysis
o People leadership and development
o Risk and governance awareness
o High-impact communication and stakeholder management
o Cross Team working – Be comfortable with cross team working to achieve outcomes for CIHT and will actively encourage working across teams.
Leadership Behaviours
The postholder will:
o Be member-obsessed, relentlessly focused on value and experience
o Embrace digital innovation and automation
o Collaborate across CIHT to deliver integrated growth
Other requirements
o Willingness to travel within the UK with occasional overnight stays
o Commitment to and support of equality, diversity and inclusion and understanding of how this applies to delivery of own area of work
o Commitment to the aims, values and charitable objectives of CIHT
CIHT is committed to equality and diversity in its role as an employer, valuing the benefit a diverse workforce brings. It is our intention not to discriminate on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, religion or belief, sex or sexual orientation.
Professional
An effective, high-performing and ethically focused Institution that has integrity, acts impartially and strives to do the right thing, in a fair and responsible way
Inclusive
An accessible Institution that values equality, diversity and inclusion by supporting all our members, regions and national groups, committees and panels
Collaborative
A membership body that engages with our stakeholders, supports common interests and informs and influences decision-makers
Progressive
An ambitious and innovative Institution committed to positive change
We recognise that our people are central to our ability to deliver high-quality and professional services. We offer a welcoming working environment and a commitment to good people management, including our performance and development review process.
Learning and development
We are committed to supporting employees’ learning and development. Ensuring every employee has a learning and development plan is part of our annual performance development process.
Working environment
We are a friendly team located in central London, close to transport links, in a well-resourced light and airy building.
Wellbeing support
We provide a range of benefits to support staff wellbeing: employee assistance programme (post probation), assistance with eye care costs (post probation) and opportunity to apply for flexible working hours.
Pension and life assurance provision
All employees are eligible for the statutory provision, and additionally we provide a good pension scheme with 8% employer contributions (employee contribution is minimum 5%).
Other benefits
Generous holiday allowance (27 pro rata days plus bank holidays), with option to buy/sell leave
