- The position seeks to enhance member satisfaction through engagement, recruitment and retention by delivering exceptional customer experience, managing member accounts, maintaining accurate membership data, and implementing strategies that strengthen member value and loyalty.
Duties & Responsibilities
Member Experience & Service Delivery
- Identify and address process gaps and develop policies and procedures that enhance member experience.
- Ensure member complaints and issues are resolved promptly and effectively within agreed turnaround times.
- Analyze member data to identify trends and improve member satisfaction.
- Drive membership recruitment, retention, and engagement to maintain a vibrant and active member network.
- Manage the end-to-end member account creation process and maintain accurate member records.
- Coordinate and monitor member interactions through the Customer Relationship Management (CRM) system.
- Communicate with members through quarterly regional newsletters and other relevant communication channels.
Data Management & Insights
- Maintain accurate member data to support effective and targeted service delivery.
- Analyze member data and generate insights to support strategic decision-making and service improvement.
- Analyze member data to generate insights, identify trends, and improve member satisfaction.
Reporting & Continuous Improvement
- Prepare and submit timely reports on member engagement, trends, achievements, and areas requiring attention.
- Use data and member feedback to recommend and implement continuous improvement initiatives.
- Bachelor's Degree in Business Administration (Marketing Option), Marketing, Communications or Public Relations.
- Minimum of five (5) years' experience in customer relationship management, membership management, customer service, account management, business development or a related field.
- Experience using Customer Relationship Management (CRM) systems to manage member databases, track interactions, and support member engagement initiatives.
Personal attributes and skills:
- Excellent Communication Skills: Ability to engage members professionally through written and verbal communication, providing clear information and maintaining positive member relationships.
- Negotiation and Influencing Skills: Capable of persuading and engaging prospective and existing members, addressing concerns, and facilitating mutually beneficial outcomes.
- Networking and Relationship Management: Strong ability to build and sustain productive relationships with members, industry stakeholders, and business partners to enhance membership growth and retention.
- Results-Oriented: Demonstrates commitment to achieving membership recruitment, retention, and revenue targets while delivering high-quality service.
- Data Management and Analytical Skills: Proficient in collecting, maintaining, analyzing, and reporting membership data to support decision-making and improve member engagement.
- CRM Systems Proficiency: Skilled in utilizing Customer Relationship Management (CRM) systems to manage member records, track interactions, monitor pipelines, and support membership growth initiatives.