Position: Membership Services Manager Location: New York, NY (Fully Remote) Salary: $80K - $100K + Bonus Growing Non-Profit trade organization seeks a Member Services Manager to join their team Responsibilities: - Coordinate the onboarding process for new members, ensuring they receive comprehensive information about the benefits, resources, and support available through their membership.
- Conduct orientation sessions to familiarize new members with the organization's structure, services, and collaboration opportunities.
- Develop strategies for three-year growth and engagement for all new members.
- Regularly engage with members to assess their needs, challenges, and expectations.
- Conduct surveys, interviews, or focus groups to gather feedback and insights, helping to shape and enhance the services provided.
- Collaborate with members to ensure that events align with members' interests and address current industry trends.
- Encourage and facilitate member forums and bespoke collaborative events.
- Promote EDM Council training programs that empower members with the knowledge and skills needed for effective data management.
- Identify opportunities for educational resources that address specific member needs.
- Foster strong relationships with key members, and partners understanding their unique requirements and concerns.
- Identify areas of growth within each member and work as a regional team to capitalise on this.
- Collaborate with cross-functional teams, (sales, product, tech and marketing) to identify opportunities for developing member engagement and to address member needs.
- Leverage data-driven metrics and analytics to assess member engagement, identify trends, and measure the effectiveness of support services, ensuring a proactive and personalized approach.
- Develop and implement communication strategies to keep members informed about updates, events, and relevant industry news.
- Utilize various channels, such as newsletters, webinars, and social media, to maintain an ongoing dialogue with members.
- Gather feedback for improving the member experience.
- Serve as a point of contact for members facing challenges or issues, ensuring prompt and effective resolution.
- Actively seek member feedback on problem resolution processes to continually improve support services.
- Support the internal case management system for fault resolution to address individual member needs and enhance overall satisfaction.
•Support the day-to-day operational requirements of the members.
- Follow processes to ensure efficiency and effectiveness in providing a global, 24-hour service for our members.
Qualifications - Bachelor's degree required
- Experience in a service/support role, preferably in a data management, business services / financial market related environment.
- 2-4 years' experience in the use and application of SalesForce CRM
- Strong technical acumen with an understanding of data management principles.
- Exceptional communication, interpersonal, problem-solving skills and a customer-centric mindset.