What are the responsibilities and job description for the Member Relations Associate position at PEI Group?
About The Role
The Member Relations Associate supports PEI members to participate in, use, contribute to, and rely on our membership products, specifically helping members discover relevant benefits, and gain optimal value from PEI network services, with a core focus on delivering high satisfaction and increasing retention and return rates.
The successful candidate will be responsible for developing a close professional relationship with members across North America. The role involves on-boarding members, building an understanding of the members’ needs, challenges and objectives and developing a personalized service plan that supports the member for the duration of their subscription and beyond, thus driving retention rates.
This will involve connecting members with others in their community, building a customized schedule of meetings and educational webinars to attend, surfacing resources that the member will find helpful and gathering feedback from members on how we can improve the service.
The role involves close collaboration and constant dialogue with the engagement team, providing insight about members and data that will support them as they build out services. The candidate should be competent with collecting and handling data, process driven and able to work to KPIs that will focus on data collection and satisfaction metrics.
The Member Relations Associate will become a member’s go-to contact within PEI and, thus, must have a friendly, consultative and customer-orientated attitude and be alive to opportunities to introduce a range of other PEI products and services to their customers.
Your main responsibilities will include:
- Drive members to complete/update their profiles or assist them to do so, to unlock networking opportunities and allow them to maximize value from the network
- Conduct introductory demo of site, highlighting key features and how to maximize membership return on investment
- Quarterly review of membership activity: Conduct check in calls, engage members to register for upcoming events and activities.
- Use analytics tools to understand member’s benefit usage, identify engaged vs non engaged members and present
- Gathers feedback on the value of the membership and on how we can improve our member experiences (events, panels, webinars, content)
- Help connect new members to relevant peers within the community
- Maintains CRM records and platform profiles
- Work closely with colleagues in member acquisition, marketing, central data office, memberships and product development
- Provide support for in-person events from small to large scale as well as for virtual events, setting up zoom meetings, managing RSVPs and ensuring each member meeting is hitting its KPIs.
- Support Heads of Network to execute their event strategies by targeting specific members before and during events.
About You
Qualifications & Experience:
- A minimum of 2 year's experience in either customer success, account management, community management or membership management
- A broad understanding of private markets (private equity, real estate, infrastructure, debt, venture capital) is preferred, an interest in financial markets is required
- A recent background in events, sales administration, marketing, or community/membership management
- Experience with working in an entrepreneurial environment
- Previous experience with using a CRM and analytical tools, such as, Tableau, Microsoft Dynamics 365 or Salesforce. Proficiency in Microsoft programs is essential.
- Curious and innovative.
- Outgoing, dynamic and social.
- Strong collaborator and team-centric
- Comfortable and confident to network, keen to bring people together and make connections.
- At ease with new technology.
- Ability to be a champion of change and best practice, and bring a flexible attitude to a growing and evolving proposition
- Cares about metrics and feedback.
- Keen to learn more about the world of alternative investments and private markets
- Self-driven, ambitious, and able to use own initiative
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