Membership Relations Coordinator

The Boston Athenaeum•Boston, MA

9d•Onsite

About The Position

The Membership Relations Coordinator plays a vital role in fostering meaningful connections with members, enhancing their experience from the moment they join. Reporting to the Membership Manager, this position is responsible for managing new member engagement, including planning and hosting orientations, conducting welcome calls, and overseeing the distribution of welcome materials. The Coordinator actively supports member retention by tracking first-year engagement, conducting proactive outreach, and managing renewal acknowledgment processes.

Requirements

Minimum of one year’s experience in a similar role with related duties
Ability to proactively assess needs, think critically, and offer flexible solutions while maintaining a positive, professional demeanor
Strong communication, organizational, and multitasking skills, with customer service experience preferred
Experience with CRM preferred

Responsibilities

Designs and continuously refines a comprehensive New Member Orientation program in collaboration with the Membership Manager, incorporating member feedback and evolving institutional offerings.
Leads in-person New Member Walkthroughs, providing personalized, guided introductions to the building, collections, and member resources, so that every new member understands how to make the most of their membership.
Conducts welcome calls to new members, addressing questions and providing a personal point of contact.
Processes, prepares, and distributes New Member Packets (NMP) with essential membership materials on a weekly basis.
Collaborates with the Membership Manager to develop, test, and refine first-year retention strategies, using engagement data and member feedback to inform continuous improvement.
Serves as a responsive, knowledgeable point of contact for member inquiries, providing warm and informed assistance across all communication channels.
Processes, prepares, and distributes renewal acknowledgment letters (RENACK) on a weekly basis.
Conducts proactive mid-year calls to engage members, address questions, promote upcoming events, and assess membership satisfaction.
Initiates preemptive membership renewal calls to encourage renewals, strengthen engagement, and record outcomes in the CRM for effective follow-up.
Processes new memberships and renewals accurately and efficiently, including proactive outreach to members experiencing failed transactions.
Executes lapsed member campaigns and recapture efforts to reduce churn.
Assist with Institutional Memberships and Proprietorships, handling renewals, inquiries, and ongoing communication.
Provides front desk coverage as needed, ensuring a welcoming environment for members and visitors.
Assists with general membership inquiries and supports daily membership operations.
Participates in member-facing events as needed.