Member Experience Manager

Disability Management Employer Coalition Inc • Remote - United States, US,

11d • $66,355 - $83,411 • Remote

About The Position

The Member Experience Manager is responsible for the achievement of member engagement, retention, and recruitment within DMEC. This includes overseeing all membership onboarding, retention, and renewal processes, and ensuring effective and efficient member support for a positive and valuable membership journey. This position ensures the achievement of growth goals through the execution of membership best practices and is proficient in creating data-driven, integrated membership campaigns. Additionally, this role leverages membership data and CRM/AMS insights to support informed decision-making, identify opportunities to enhance the member experience, and provide membership reporting and analysis for leadership in partnership with the Database Administrator. This position exhibits leadership skills and displays DMEC’s core values. This position requires minimal supervision and works collaboratively in cross-functional teams.

Requirements

• Must be self-motivated, results-oriented, and a team player.
• Strong interpersonal and relationship-building skills with the ability to work effectively in a fast-paced, deadline-driven environment.
• Demonstrated critical thinking and problem-solving skills, with the ability to collaborate effectively across departments.
• Strong analytical skills with the ability to interpret membership, engagement, retention, and participation data and identify opportunities for improvement.
• Proficiency using CRM and association management systems, with the ability to leverage member data and system insights to support decision-making and member experience initiatives.
• Must have website content management experience and basic HTML skills.
• Demonstrated proficiency with Microsoft Office Suite (Word, Excel, PPT, SharePoint, Excel, Outlook, etc.).
• Must have strong project management skills – ability to juggle multiple projects simultaneously, assimilate feedback from multiple stakeholders, and adhere to tight deadlines.
• A customer-centric, “members first” mentality and helpful demeanor, supported by a track record in delivering exceptional customer support and building long-term relationships.
• Tech savvy with demonstrated ability to quickly learn new technologies, processes, and products.
• Excellent interpersonal communication skills with proficiency in communicating verbally (face-to-face and by phone), and in-writing (e.g.: email and chat) with members from a wide variety of backgrounds, industries, and professions.
• Ability to clearly communicate the value of organizational products, services, and programs based on member needs.
• Strong attention to detail and impeccable follow-up in daily processes.
• Must proficiently work independently and properly prioritize and manage one’s own workload; as well as possess the ability and willingness to work collaboratively as part of a team to accomplish organizational objectives.
• Minimum of five years of experience in membership, customer success, account management, association management, or other customer-facing roles.
• Experience using CRM and/or association management systems required; experience with Salesforce, Nimble AMS, or similar platforms preferred.
• Experience analyzing membership, engagement, retention, or customer data and applying insights to improve outcomes.
• Intermediate or higher proficiency in Microsoft Office, data analytics software, and using CRM systems.
• Strong experience in project management.

Nice To Haves

• Experience coaching, mentoring, or supervising staff preferred.
• Bachelor's degree in business administration, marketing, communications, nonprofit management, or a related field preferred.
• Experience and WordPress preferred.
• Experience and understanding of learning management systems preferred.
• At least one year of experience with data cleansing tools.
• Experience with learning management systems, community platforms, or member engagement technologies preferred.
• Association or nonprofit experience preferred.

Responsibilities

• Responsible for the oversight of exceptional membership service and account management within DMEC to ensure timely and professional membership interactions.
• Oversight of all membership account inquiries and services, including but not limited to, logins, technical issues, identification or location of resources or courses, membership, and updating contact lists for group memberships.
• Oversight of all membership account inquiries and services and performance metrics for membership support operations.
• Lead and execute membership priorities that support retention, engagement, growth, and revenue goals.
• Provide oversight to ensure successful coordination and management of membership status and renewals process, to include: ensuring that the CRM is functioning accurately, coordinating campaign timing with communications and engagement campaigns (CRM and email) to ensure friendly and accurate messaging, conducting personal outreach such as phone calls or online meetings to assure retention of current members, monitoring automated renewal campaigns (i.e., 90 days, 60 days, 30 days, and 0 days), and analyzing Marketing Account Engagement reports, overseeing member onboarding and member surveys, analyzing data, and providing recommendations, ensuring a smooth and positive onboarding experience for new members, management of mailing renewal letters.
• Manage membership webpages, access points and platforms, ensuring accuracy and ease of use.
• Develop and execute recruitment plans to attract new members, aligning with the organization's goals.
• Works with the Business Development Manager to develop membership and lead generation resources.
• Lead, coach, and develop the Member Services Coordinator to deliver consistent member and business outcomes.
• Lead member engagement through regular communications and campaigns with a focus on member retention and revenue growth.
• Partner with marketing to create membership marketing campaigns and communication collateral such as email marketing, drip campaigns (in AMS), and direct emails to current, expiring, past, and prospective members.
• Call members and/or respond to calls directly regarding products, services, or memberships.
• Strategize, plan, and serve as primary point of contact for the annual renewal processes.
• Conduct account growth activities such as providing solutions-based recommendations that expose and involve members in multiple products/services offered by the organization.
• Educate members about various organizational products/services or upcoming programs – either one-on-one, through marketing efforts, or by hosting periodic informational sessions.
• Respond to member inquiries regarding DMEC membership benefits, education programs, and/or other DMEC resources, escalating to other team members as necessary.
• Develop and implement strategies to actively engage members.
• Partner with the Database Administrator to define reporting needs and leverage data for informed decision-making.
• Demonstrate a deep understanding of membership data and related processes within the CRM/AMS. Partner with the Database Administrator to ensure data quality, identify process improvements, and provide membership insights and reporting for leadership.
• On an as needed basis, work with team members to understand and coordinate the transfer of data from/to other CRM systems to manage the DMEC membership.
• Leverages membership data and system insights to identify trends, improve operational effectiveness, and recommend enhancements that strengthen the overall member experience.
• Analyze retention, renewal, acquisition, engagement, satisfaction, and participation of metrics and provide recommendations to leadership.
• Participate in testing, training, and user adoption efforts related to membership systems and process enhancements.
• Serve as the escalation point for complex member issues and account concerns.
• Assist in the development and monitoring of the membership budget and recommend investments that support membership goals.

Benefits

• 40 hours of paid sick leave per calendar year, unless a greater amount is required under state of local law
• 4.62 vacation hours accrued per pay period (3 weeks per year)
• 40 hours of bereavement leave
• 401K retirement plan with 100% company match up to 4% of salary
• Flexible spending accounts
• Eight (8) holidays, plus your birthday (floating holiday); in addition, the DMEC office is closed for two days following each in-person conference (2 conferences per year), and Christmas Eve through New Year’s Day each year (employees will be paid for any workdays that fall during that period)
• Fully paid health, dental, vision, group life, and disability insurance (short-term and long-term)
• 80 hours of Paid Family Leave per year
• DMEC will provide the necessary computer equipment (laptop and printer) for the employee’s home office as well as a monthly technology stipend of $100.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level