The world’s largest non-profit photographic association is seeking a highly motivated, proactive, and creative Member Experience Specialist. We are looking for that special someone who wants to be part of the team and contribute to our continuing success. Here at Professional Photographers of America, we work hard and get the job done in an environment that promotes teamwork, creativity, and professionalism. To apply, please send us your resume with cover letter and salary history to HRmanager@ppa.com .
As an employee of PPA, we work together to make PPA an excellent place to work. We engage in meaningful discussions, treat each other with respect and courtesy, and never gossip about one another. We are here to help our members succeed as photographers and small business entities, while promoting the industry of professional photography.
Essential Duties and Responsibilities:
This positions main responsibility is to increase our annual renewal rate and elevate PPA’s member’s experience. Whether it is through PPA’s online community, theLoop, through outbound calls, or in multi-channel marketing campaigns, you will communicate PPA’s benefits and programs to create and reinforce a meaningful customer experience, which is at the heart of PPA’s retention goals. In order to do this, the Member Experience Specialist, is expected to do things such as:
Initiate and maintain an exceptional level of member satisfaction and positive interactions, through multi-channel communications (telephone, email, online).
Review PPA’s customer journey and make suggestions that will improve the experience and ultimately increase retention.
Work with Director of Membership to create and execute annual retention plan.
Become the organization expert on A-Score (PPA’s new analytics tool) and recommend communications to help PPA reach its recruitment and retention goals.
Identify customers’ needs, clarify information, research customer issues and provide solutions and /or alternatives.
Coordinate departmental surveys
Write and coordinate member benefit articles for PPA Today newsletter
Seize the opportunity to promote and remind the value of the PPA membership, PPA services, and PPA benefits.
Develop a thorough knowledge and understanding of PPA’s benefit program and delivery methods as to become an in-house expert on all the PPA programs and benefits.
Plan, implement, and manage PPA’s private online community, called theLoop. You will be responsible for administering the day-to-day operations of the platform, monitoring the daily traffic and content feeds, managing the community’s underlying software platform and enforcing PPA’s Approved Code of Conduct on theLoop.
Development and implementation of strategies to increase member engagement on theLoop.
Monitor member discussions taking place on theLoop in order to routinely identify key trends to help improve content strategies and address members’ needs.
Flag posts that may require an official PPA response and work with the Director of Membership to craft and deliver the responses. This will include members in violation of PPA’s Code of Conduct.
Coordinate a content strategy with staff from other departments to positively fuel discussion feeds and develop new relevant ones.
Provide weekly, monthly and annual content reports and analytics on member participation and activity.
Resolve customer situations, within PPA’s policies and procedures. This will include identifying the member’s/customer's reason for calling; ascertain the cause, if possible; select and explain the best solution to the member; and expedite corrections including follow-up to ensure the issue has been resolved.
Develop thorough working knowledge and understanding of the organizations association database system, PPA.com and theLoop (PPA’s private social network).
Work within the department to audit the membership database for accuracy.
Represent the association at assigned meetings and industry tradeshows as needed.
Assist members and sell memberships at Imaging USA in the Membership booth.
Actively participate in group and individual training programs.
Performs other duties as assigned.
Qualifications: The ideal candidate will have 2 + years of customer service. Excellent verbal and written communication skills are critical, along with experience at working with customers/members or call center in a positive manner. Excellent computer skills and the ability to learn and utilize in-house software applications are a must.
Candidates with the following qualifications will have an advantage: A 4-year College Degree will be preferred. Experience with customer experience, particularly within a professional association context will also be strongly preferred, and training/experience in public relations/communications will be a plus. Functional ability in HTML and CSS will be considered strong assets.
Skill Set: We’re looking for a highly organized team member who enjoys working independently and has a highly focused attention to detail; Someone with exceptional phone and verbal communications skills, excellent follow up skills; and active listening experience.
This position also requires excellent project management skills and a strong sense of professionalism. It is best suited for those with the ability to multitask and prioritize deadlines/projects.
Other required skills include:
Creative problem solving skills.
Good judgment and logic.
Identifying problems, review information, analyze options, and find/apply solutions.
Strong negotiation skills.
Handling potentially controversial issues/situations and escalating cases to management as necessary.
Working on tight deadlines and in a fast-paced work environment.
Ability to adapt to different personality types to help resolve member/customer issues
Physical Demands: Must be able to lift up to 15 pounds without the assistance of another person. Performing physical activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling of materials. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Additional Salary Information: excellent benefits package including annual bonus, gym membership and summer hours program.
About Professional Photographers of America
More photographers get into the industry every day, but few know how to profitably run a business and many don’t know where to turn for support. That’s why Professional Photographers of America (or PPA) was started back in 1868, and that’s why we exist today.
Created and led by professional photographers, PPA is a non-profit international association that helps those serious about photography live their dreams profitably.
To do that, we…
- Lead the way in educating photographers on business and technical skills to help them grow and succeed beyond what they believed possible.
- Connect photographers with other great minds in the industry—via online and live classes, consultations and conventions—to spread best practices, new ideas and strong networks of support.
- Protect photographers’ livelihoods with benefits, such as copyright advocacy, malpractice protection and equipment insurance.
Over 30,000 pro photographers rely on PPA now, and we are always looking for and investing in new ways to provide the resources and support they need. Sound like a mission you want to be a part of, Then we want you!
PPA has also worked very hard to create an exceptional team of ...50 employees with non-traditional benefits. Yes we have health and dental insurance, 401(k) plan, paid time off, etc., but we also offer a performance-based annual bonus, year-round casual dress code, gym membership benefits, a fantastic summer hours program, plus, the biggest thing of all: we have a lot of fun.