Member Services Manager, The Observer

What’s the job?

We are seeking an enthusiastic Member Services Manager to lead and develop The Observer's member services strategy, ensuring an outstanding experience for our valued members. As a key ambassador of our brand, you’ll play a pivotal role in shaping member engagement, fostering relationships, and enhancing our service promise.

Where do I work?

The Observer newsroom, London (22 Berners Street) plus some flexibility to work remotely 1 day per week.

What are we for?

The Observer’s promise is in the name. The Observer bears witness; the best of journalism being curious minds at work. It loves the arts and ideas, both for their own sake and because they can change lives. It’s proudly progressive, but has no party allegiance. It’s open to different arguments and its editorial independence is non-negotiable. We are building a new Observer across print, audio and digital. We’re here to build journalism that lasts.

What’s my personal contribution?

This role offers the chance to shape member services in a leading newsroom at a critical moment in our history, ensuring our members feel valued and connected to the journalism they love. We believe that Community can be our superpower and that by helping our readers have great experiences with our journalism they’ll be motivated to support us for the future. If you're passionate about building meaningful member relationships, we’d love to hear from you.

What are my responsibilities & accountabilities?

• Develop & Own the Member Services Strategy: Define and implement The Observer’s member services approach, working closely with multiple stakeholders across The Observer, as well as our partners at The Guardian and across other third parties.
• Customer Experience & Service Promise: Establish and uphold high standards in customer management and experience, overseeing service platforms and member account management journeys, including self serve and assisted help.
• Zendesk Management: Take ownership of our Zendesk platform, ensuring timely, brand-aligned responses to member and non-member inquiries.
• Brand Ambassador: Represent The Observer’s welcoming newsroom, acting as the first point of contact for member service enquiries and helping our Events team with in person and virtual events for members.
• Member Engagement & Advocacy: Collaborate with internal teams to ensure members have a voice in shaping content and newsroom direction.
• Insights & Reporting: Produce detailed member services reports to provide insight into key trends and opportunities for improving member satisfaction.
• Guardian Liaison: Serve as The Guardian’s primary contact for Member Services, managing subscription management processes and relationships.
• Testimonial Collection: Gather member feedback and testimonials to support marketing initiatives.

Qualifications and skills

• 2-3 years of experience in customer service, ideally within a subscription-based business.
• Exceptional communication skills, both written and verbal, with excellent grammar.
• Strong interpersonal skills—a natural people person with the ability to build relationships and trust.
• Problem solver who thrives in finding creative solutions to improve member experiences.
• Positive and enthusiastic team player—open to ideas, proactive, and driven by a can-do attitude.
• Self-starter, confident in working independently and rolling your sleeves up, while also collaborating with others.

Salary and Benefits

• Competitive salary & bonus scheme
• 30 days annual leave plus bank holidays
• Private Healthcare
• Group Income Protection
• Group Life Assurance
• Pension
• Cycle to work scheme
• Interest-free season ticket loans
• Free snacks and drinks in the newsroom

Working with us

We are a progressive business with a diverse, motivated team; a mix of veterans and young people starting out on their careers. We are committed to equal opportunities and creating an inclusive environment for all our employees, and we welcome applicants regardless of ethnic origin, national origin, gender, race, colour, religious beliefs, disability, sexual orientation or age.

This role offers the chance to shape member services in a leading newsroom, ensuring our members feel valued and connected to the journalism they love. If you're passionate about building meaningful member relationships, we’d love to hear from you!

To apply please send a letter and a PDF of your CV to jobs@observer.co.uk. You should include the name of the job that you are applying for in the email subject. Deadline to apply: 9 July