Department Summary

The Membership Department is responsible for the recruitment, retention and reinstatement of members and other member service functions, to ensure an outstanding member experience.

Position Summary

The Member Experience Associate works with the Director of Marketing & Member Experience and the Member Experience Manager to bring expertise and innovation to the development and design of  membership recruitment and retention materials and resources (to include, market segmentation, tailored messaging and offers, campaign creation and coordination). The Member Experience Associate will utilize metrics tracking, database management, inter-departmental coordination of content and scheduling to be successful in this role. In addition, the Member Experience Associate will provide support during in-person member events at various times and places during the year. 

Essential Job Functions

• Work collaboratively with the Director, Marketing and Member Experience and related team members to develop, design and update membership recruitment and retention materials and resources.
  • Uses data to understand member trends and draft campaigns in response to data.
  • Serves as a key membership ambassador in person and virtually.
  • Plays critical role as new member trusted guide and involvement facilitator.
  • Develops on-boarding plans with the goal of retaining and engaging new members.
  • Generate and recommends methods and programs to increase member engagement in the achievement of the goals of the Association.
  • Manage reports to tracks member participation, member positions, and other membership information.  Compile relevant data and statistics for use by Association staff.

• Assists in developing new products and services which maximize member experience and value throughout the year.
• Identify the need for new member services and develop content, scope and costs related to new programs.

• Provides member insights that assist other departments with digital, social and traditional campaigns.
• Engages directly with members for issues that are escalated and require senior level approval.
• Work cross-departmental to ensure high-level member service in addition to responding to membership and member service-related inquiries and issues in a timely, effective and efficient, manner.

Other duties and responsibilities
Position assists the Member Services Manager as needed.