Position: Membership Services Manager

Location: New York, NY (Fully Remote)

Salary: $75K – $80K + 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.

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