Member Services Specialist

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.