Director - Member Engagement

Description

The Role

The individual in this position will work with existing members to communicate the value of membership; opportunities for engagement in DRC programs; and identify and address any needs and concerns. This outreach will provide the opportunity for the DRC to increase renewal of investments and cross-sell and upsell additional engagement and investment opportunities.

This employee supports all affiliates of the DRC as required. The employee’s primary duty is the performance of non-manual work directly related to the business operations of the DRC and its affiliates. This work is directly related to achieving the revenue goals within the DRC. This position must exercise discretion and independent judgment with respect to matters of significance including (i) program development to maximize the Member experience and (ii) Member consultation. Additionally, this position requires skills involving business development and data analysis.

Reporting Structure

This individual will report directly to the Vice President of Membership and assist with overall operations of this team.

Our Guiding Principles

Our guiding principles underpin everything we do. The Director of Member Engagement is expected to consistently demonstrate the DRC’s GREAT guiding principles.

• Growth: We foster a culture of continuous learning, innovation, and personal and professional growth, empowering our team members to reach their full potential.
• Responsibility: We are self-starters who take ownership of our actions and commitments and honor our responsibilities to our teammates, members, partners, and community.
• Excellence: We strive for excellence in everything, delivering high-quality services, and experiences that drive positive outcomes for our members and the Dallas Region.
• Adaptability: We embrace the chance to improve every day, constantly looking for opportunities to help the Dallas Region be even better tomorrow than it is today.
• Teamwork: We play a team sport, working together to achieve common goals, making sure our teammates feel valued and included, and cheering each other on along the way.

Key Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The duties and responsibilities include the following, though other duties may be assigned.

Relationship Management 

• Director role requires a growth mindset and enthusiasm for serving DRC members and amplifying relationships. The Membership team’s focus is to build relationships and create high quality experiences through tailored communications and high-caliber presentations.  

• Owns and manages a portfolio of selected member companies, requiring a high level of professionalism and high-touch stewardship. Responsible for creating a stewardship strategy for assigned members with a holistic approach across department lines to drive both long-term loyalty and grow revenue goals. 

• Coordinates the overall member engagement strategy inclusive of retention, upgrades, renewals, reactivation, and onboarding new members year-round to identify company needs based on desires of engagement and budget. 

• Proactively provides member consultation and actively participates in the stewardship process of select investor member companies, including drafting member agreements. 

• Deliver excellent customer service to members and constituents through phone calls, emails, and in-person interactions. 

• Works with DRC staff and key volunteers to ensure they are well prepared for meetings with members and that all opportunities are presented. 

• Work with the VP, Member Engagement to build a “best in class” relationship approach to Grants and Foundations to enhance our member engagement. Primary function is to own the project management of the current grant portfolio within the calendar year. This role will proactively monitor the grants landscape and search for opportunities for growth in alignment with the changes experienced in the external environment and ensure support to our team in the area of Foundation relationships.
• Supports the lead sponsorship team member in ensuring alignment of the coordination of the DRC’s sponsorship program and communicate these opportunities to assigned members. Develops and generates statistical reports, monitors membership trends, investigates and researches member concerns, recognizes member loyalty and works closely with membership, finance and other DRC staff and volunteers. 

• Represents the DRC at corporate and community events. 

Project Management

• Represent the Membership department at internal planning meetings and check-ins for pre-determined and assigned events. This includes project management of tasks for our team and partner departments.  
• This role will be an integral team member for outward-facing responsibilities in all events that the Membership department leads and supports. 

• Leads project management process to service grants for the DRC. This includes identifying key projects and stakeholder input early for the right fit of funds to projects, proactive steps in the application stage, ensuring the timelines are well communicated, and execution of follow-up steps in a timely manner. Requires attention to detail and collaboration with multiple departments.
• Co-lead project management for high-profile initiatives as the team requires inclusive of C-suite initiatives, receptions, Executive Women’s Roundtable, and other department owned events as assigned.

Business Processes and CRM management 

• Contribute and endorse a data-driven approach to executing on department direction of our engagement strategy through our business intelligence processes.   

• Maintains the accuracy and integrity of the membership database and actively participates in and endorses the adoption of the DRC’s CRM platform and tools. 

• Manage the process for assigned members in billing and collections including invoice creation, outreach, and tracking in CRM. 

• Works closely with department leadership to strengthen and optimize building curated lists for C-Suite members, special interest groups and cohorts, and other high-profile contacts with the goal of high-touch communication outreach for key initiatives. 

• Proactively seek ways to build the department’s utilization of our technology and tools to drive growth, with a focus on maximizing member experience. 

• Performs other duties as assigned. 

Qualifications

• Bachelor’s degree required; or four to six years related experience in business development, customer service, and marketing and/or training.
• Professional and comprehensive experience in an applicable field and/or with an organization that is similar in mission and activities to the DRC.