Manager, Member Engagement

FMI•Arlington, VA

1d•Hybrid

About The Position

Primary Purpose: To foster a vibrant, engaged member community by serving as a primary liaison between FMI, FMI staff and its members, delivering member-facing programs and engagement opportunities that drive participation, retention, and satisfaction through high-touch support and valuable member experiences. Essential Job Functions: Serve as an ambassador of FMI and serve as a liaison for members, ensuring proactive relationship management and communication. Monitor and coordinate member lifecycle stages by guiding new members, managing onboarding processes, providing ongoing support (phone, email, chat), and resolving inquiries and concerns (as needed). Design creative engagement touchpoints to reinforce yearlong value, and support recruitment, onboarding, and retention through follow-up with at-risk members. Plan, promote, and execute events, networking opportunities, and workshops that engage members and their staff to strengthen relationships, and foster knowledge-sharing. Collaborate with internal stakeholders to create newsletters, email campaigns, and outreach, ensuring all member engagement activities and opportunities are reflected. Track, analyze, and manage member engagement metrics (e.g., retention, engagement, participation, usage trends, etc.) within member databases (CRM) to inform strategy and decision-making. Collect and evaluate member feedback, report on engagement trends, and help refine the member value proposition. Create and distribute reports for FMI leadership outlining progress. Manage member engagement budgets, ensuring efficient allocation of resources to achieve business objectives. Other Job Duties: Other duties and projects as assigned. Physical Requirements: Normal office environment requires the use of typical business equipment (e.g., computer, telephone, fax, copier machines, etc.). Ability to travel to and lead events locally and out of town. The person in this position will be eligible to work a hybrid work schedule Monday through Thursday requiring a minimum of two days in the office per week during that four-day period. Every Friday will be a remote workday (unless business needs require the person to be in the office). This person will also be required to be in the office for a minimum of three days per quarter for all-staff “In-Service” days. Education, Skills, and Experience: Minimum of three to five years of prior membership engagement or similar work experience. Experience working in a membership department within a trade association (preferred). Strong working knowledge of Asana, HubSpot, Axios HQ, Adobe Acrobat, and Microsoft Office 365 (Excel, PowerPoint, Word, Outlook, Teams). Clear understanding and use of database software to process and maintain information. Expert-level written and verbal communication skills with strict attention to detail. This includes editing and proofreading. Ability to work with various colleagues across the organization as well as external vendors. Strong customer service skills and the ability to remain calm under pressure. Ability to maintain confidential or sensitive information and utilize discretion. Ability to apply creativity and innovation when developing ideas that enhance business processes and practices. Must bring an enthusiastic and engaging presence that builds strong relationships with members and their staff at all levels. Professional demeanor and appearance in person and on the phone. Ability to exercise sound judgment in a variety of situations. Must be self-directed with strong organizational, project, and time management skills, with an ability to accomplish multiple tasks with minimal supervision. Personal qualities must include drive, determination, flexibility, open-mindedness, and must be a team player. Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. FMI is an equal opportunity employer.

Requirements

Minimum of three to five years of prior membership engagement or similar work experience.
Strong working knowledge of Asana, HubSpot, Axios HQ, Adobe Acrobat, and Microsoft Office 365 (Excel, PowerPoint, Word, Outlook, Teams).
Clear understanding and use of database software to process and maintain information.
Expert-level written and verbal communication skills with strict attention to detail. This includes editing and proofreading.
Ability to work with various colleagues across the organization as well as external vendors.
Strong customer service skills and the ability to remain calm under pressure.
Ability to maintain confidential or sensitive information and utilize discretion.
Ability to apply creativity and innovation when developing ideas that enhance business processes and practices.
Must bring an enthusiastic and engaging presence that builds strong relationships with members and their staff at all levels.
Professional demeanor and appearance in person and on the phone.
Ability to exercise sound judgment in a variety of situations.
Must be self-directed with strong organizational, project, and time management skills, with an ability to accomplish multiple tasks with minimal supervision.
Personal qualities must include drive, determination, flexibility, open-mindedness, and must be a team player.

Nice To Haves

Experience working in a membership department within a trade association (preferred).

Responsibilities

Serve as an ambassador of FMI and serve as a liaison for members, ensuring proactive relationship management and communication.
Monitor and coordinate member lifecycle stages by guiding new members, managing onboarding processes, providing ongoing support (phone, email, chat), and resolving inquiries and concerns (as needed).
Design creative engagement touchpoints to reinforce yearlong value, and support recruitment, onboarding, and retention through follow-up with at-risk members.
Plan, promote, and execute events, networking opportunities, and workshops that engage members and their staff to strengthen relationships, and foster knowledge-sharing.
Collaborate with internal stakeholders to create newsletters, email campaigns, and outreach, ensuring all member engagement activities and opportunities are reflected.
Track, analyze, and manage member engagement metrics (e.g., retention, engagement, participation, usage trends, etc.) within member databases (CRM) to inform strategy and decision-making.
Collect and evaluate member feedback, report on engagement trends, and help refine the member value proposition.
Create and distribute reports for FMI leadership outlining progress.
Manage member engagement budgets, ensuring efficient allocation of resources to achieve business objectives.
Other duties and projects as assigned.