Under the supervision of the Vice President of Membership & Professional Standards and support of the Manager of Member Care and Director of Commercial Services, the Member Engagement Coordinator administers and oversees execution of the core engagement functions of the Association as it relates to member services.

 

1. Essential Duties and Responsibilities: These essential duties and responsibilities are not intended to be and should not be construed as an all-inclusive list of responsibilities, skills, or working conditions associated with this position. While it is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add, or remove duties or to assign other duties as necessary.

MEMBER SERVICES AND RETENTION

Oversees all aspects of and serves as primary contact on all matters related to member engagement and retention including:

• Assist with creation, planning, and execution of member engagement events such as Association open houses, new member outreach and volunteer committee engagement events.
• Serve as staff liaison to the Member Care Task Force, and assist the staff liaison to CommercialForum and Sustainability, to develop processes and communication that ensures alignment with Association business objectives, mission and vision.
• Assist with creation, planning, and execution of scalable and sustainable new member engagement and retention programs such as drip communication campaigns, loyalty and recognition programs, and raffles.
• Continuously support and promote, and where applicable, identify, research, vet, and communicate member benefits, member perks, and other business opportunities for the members and the Association.
• Create, execute, and analyze surveys around member benefits and services and provide recommendations for adjustments, enhancements, or suspension.
• Annually audit and update the New Member Orientation course to ensure content is relevant and in line with core services of the Association.
• Conduct regular New Member Orientation audits to ensure completion compliance.
• Organize regular member and office visits including content topics, material preparation, and staff and member schedules.
• Create and maintain positive relationships with members and offices.
• Maintain statistics and reporting on all department engagement activity and membership trends.
• Support existing Association events through regular attendance with a focus on promoting member benefits and member perks.
• Collaborate with other departments, including but not limited to, communication, events, and professional development, to plan and execute core engagement services and programs.
• In conjunction with Vice President, assist with the planning, promotion, and maintenance of the Association’s volunteer development program.
• Other duties as assigned and required.

2. Qualifications:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: Associate’s degree from an accredited institution in Business, Hospitality, Industrial Relations, Non-Profit Management or related discipline.  A minimum two (2) years professional experience in the same or in customer service, administration, sales, or event/project planning is required. 

Language Ability: Ability to read and interpret documents such as industry briefings, contracts, letters of agreement, and procedures manuals. Ability to write in-depth reports and correspondence. Ability to speak effectively before groups of members or employees of the organization.

Math Ability: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages, and analyze them.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with complex problems involving several variables. Ability to think creatively and speak thoughtfully under pressure.

Computer Skills: Functional knowledge of word processing software such as Microsoft Word, spreadsheet software such as Microsoft Excel, calendaring software such as Microsoft Outlook, and presentation software such as Microsoft PowerPoint required.  Functional knowledge of planning software preferred.  Functional knowledge of Rapatonni AMS preferred.  Knowledge of Adobe preferred.

Leadership Skills:  Although the list of a leader’s desirable qualities is virtually endless, the following leadership characteristics are expected of an employee to successfully perform their job: loyalty, integrity, enthusiasm, flexibility, knowledge, and communication.

High stress/pressure – performs a variety of duties, often changing from one task to another

Concentration – Performs with frequent interruptions or distractions

Energy level – Completes a high volume of work within established time deadlines.

Flexibility/Adaptability – Adjust priorities quickly as circumstances dictate.

Emotional Regulation - Ability to interact appropriately with colleagues for different purposes in different contexts.
 

3. Supervisory Responsibilities: This position has no supervisory responsibilities.

4. Physical Requirements: 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.

While performing the duties of this job the employee is regularly sits, stands, walks, kneels and other ambulatory functions; uses fine motor skills; uses auditory, and visual senses. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee may be required to frequently lift a maximum of 25 pounds.

Salary Range: $42,000 - $63,000 

PM21