The ideal person for the position of member relations representative is a high energy, polished, professional with excellent relationship building and customer service skills. The member relations manager is responsible for strengthening relationships with current members, cultivating relationships with new members and increasing membership retention. The member relations manager is also responsible for creating, managing and executing member retention systems for:
- First-year members
- Members with more than one year of membership
- Members identified for recognition in the Manhattan Beach Chamber’s loyalty program
The successful candidate will have 1+ years of previous customer service or sales management experience with an emphasis on retention. Experience working with volunteer committees is a plus. This position reports to the Director of Business Development.
Responsibilities:
- Creates membership retention systems to meet monthly and annual member retention goals.
- Partners with the staff and volunteers to create a smooth transition into the Chamber for new members. Meets weekly with the executive team to discuss retention.
- Interacts daily with members in person and via phone and email to encourage engagement and use of membership benefits.
- Manages the program content for all events and communications regarding new member integration.
- Works with volunteers to increase quantity and quality of member touches.
- Works with executive team to forecast renewal revenue.
- Identifies opportunities for sponsorships, event venues and partnership opportunities and provides info to the appropriate team.
- Tracks and reports on metrics to evaluate retention programs and recommends changes as needed.
- Implements processes to ensure the CRM system is accurate, that all information regarding join reasons and ongoing communication are correctly recorded and ensures that information collected meets the needs of the department and other users.
- Actively supports and participates in Chamber programs and events.
Characteristics and Skills:
- Previous sales or retention management experience required.
- Strong written and verbal communication skills.
- Strong listening skills.
- Ability to create and deliver compelling presentations tailored to key audiences.
- Comfortable presenting to individuals at all levels in a business organization (small business owner to CEO).
- Flexible and open to change and new information; adapts behavior and work methods accordingly, in response to new information, conditions or obstacles; supports organizational direction throughout team.
- Leads by example and guides others toward achieving goals. Fosters team spirit and cooperation.
- Holds self and others accountable. Can be relied upon to ensure that projects are completed in a timely manner and within budget.
- Ability to adjust priorities to respond to pressing and changing member demands. Anticipates and meets the needs of members, achieves quality and is committed to continuous improvement of services.
- Takes ownership of data and understanding of metrics and what drives success. Possesses analytical skills with the ability to select relevant data and interpret business implications.
- Demonstrates thought leadership and puts innovative ideas for constant improvement into action.
- Capable of maintaining sensitive/confidential information.
- Demonstrates intermediate level capabilities in MS Office and database programs.
- Holds a four-year degree or can demonstrate equivalent job experience.
Job Type: Part-time
Experience:
- Client Relations: 1 year (Required)
Location:
- Los Angeles, CA (Required)