Membership & Engagement Specialist

JOB TITLE:              Membership & Engagement Specialist

DEPARTMENT:        Programs & Membership Engagement

REPORTS TO:         Director of Membership & Engagement and Manager

SALARY RANGE:     $50,000 – $60,000/year

BAND:                       Level 2

SUMMARY: 

The Membership Engagement Specialist oversees NSBE's membership functions and supports event registration processes. This role coordinates membership initiatives, conducts marketing campaigns, and manages member data integrity. Additionally, they provide customer service support and assist in event registration for various NSBE conferences.

DUTIES AND RESPONSIBILITIES:

Membership (55%): This role is responsible for the coordination and support of membership initiatives and programs.

• Coordinate and support membership initiatives, including marketing campaigns to recruit new NSBE members and renew former members via email, direct mail, and digital channels.
• Develop membership orientation and onboarding processes.
• Assist in creating promotional materials, NSBE paraphernalia, and promotional giveaways.
• Conduct surveys and focus group research to evaluate campaign effectiveness of campaigns, program, benefits and services.
• Provides membership reporting, metrics and data analytics.
• Implement tactics outlined in the NSBE Game Change 2025 strategic plan.
• Manage annual membership operations plan.
• Administer member data in the Fonteva database, ensuring overall membership data integrity and alignment with member and leader processes.
• Facilitate joint membership initiatives and MOU processes.

Customer Service (25%): This role provides exceptional customer service support to NSBE members, leaders, volunteers, and stakeholders.

• Serves as the first point of contact for membership inquiries, providing accurate and timely support via phone, email, and other platforms.
• Troubleshoots issues related to membership, registration, and database processes.
• Responds promptly to customer needs and escalates issues as necessary to ensure resolution.
• Provides training to NSBE members and leaders on membership and registration tools (e.g., Fonteva).
• Works cross-functionally with internal departments to enhance customer service processes and ensure member satisfaction.
• Tracks customer service trends and prepares reports to improve support services.

Registration (40%):

• Support event-registration lifecycle for NSBE conventions and conferences.
• Assist registration vendors, attendees, and volunteer leadership.
• Ensure exceptional customer service during on-site registration.
• Support pre-program, sub-events, and social event registration processes.
• Assist in training and onboarding registration staff and volunteers.

QUALIFICATIONS:

• Bachelor's Degree or equivalent experience.
• Minimum two years of related experience, preferably in association membership services.
• Strong critical thinking and problem-solving skills.
• Flexibility and adaptability in a fast-paced environment.
• Proficiency in Microsoft Office suite; familiarity with AMS systems preferred.
• Excellent verbal and written communication skills.
• Highly organized and detail oriented.

COMPETENCIES:

• Diversity: Demonstrates respect for cultural differences and promotes diversity.
• Ethics: Upholds organizational values and works with integrity.
• Customer Service: Responds promptly to customer needs and manages difficult situations.
• Initiative: Takes independent actions and seeks increased responsibilities.
• Innovation: Displays creativity and generates suggestions for improvement.
• Problem Solving: Identifies and resolves problems effectively.
• Quality: Strives for accuracy and continuous improvement.
• Teamwork: Balances team and individual responsibilities and supports team success.
• Technical Skills: Pursues opportunities for learning and skill development.

Additional Duties and Responsibilities:

This job description is intended to convey information essential to understanding the scope of the position and it is not intended to be an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with the position. Additional duties may be assigned by the manager.

BENEFITS (for FT positions only): 

Full-time employees are eligible for company benefits, including the option to work remotely, vacation and personal time off, 100% company-paid medical, dental, vision, short-term and long-term disability, and life insurance benefits, eleven paid holidays, a 401(k) plan that matches up to 4%, and much more.

TRAVEL 

Travel is required to National Convention and Regional Conferences.   Occasional travel to planning meetings, chapters, and other industry-related events may be required and assigned by management.  

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to walk.  The employee must regularly lift and/or move up to 10 pounds.

The above is intended to describe the general content of and requirements for the performance of this job.  It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements.  Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

LIMITATIONS AND DISCLAIMER:

The above position description is meant to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required for the position. All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees. This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job- related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws. Requirements are representative of minimum levels of knowledge, skills, and/ or abilities. To perform this position successfully, the employee must possess the abilities or aptitudes to perform each duty.