Title: Membership Retention Manager
FLSA Status: Exempt
Reports to: Membership Manager
Location: Tampa, FL
Objective
The Member Retention Manager is responsible for retention efforts and activities to help retain new and existing members of the Tampa Bay Chamber. In this role, you will work directly with our members to strengthen relationships by learning how they can best engage with the Chamber and enhance their membership experience.
Responsibilities
- Leads and manages the Chambers commitment to retaining members. Responsible for engaging with new members on a regular, planned basis to increase loyalty and build positive relationships with members.
- Works closely with existing members as a trusted resource and is responsible for strengthening member relationships through educating members about their benefits and available programming.
- Identifies retention opportunities for long-term members that are unengaged with the Chamber.
- Works closely with Chamber Ambassador Committee, supporting their role as volunteers assisting the Chamber with new member outreach and engagement.
- Monitors member feedback and satisfaction levels to identify potential opportunities for improved programming and service.
- Continuously reviews retention process for improvement opportunities.
- Plans and manages New Member Orientation events as an essential part of new member onboarding.
- Supports Membership Manager with membership renewals.
- Serves as a Chamber resource on the CRM database to support the overall member experience.
- Documents all process and procedures, as necessary, related to job duties and responsibilities.
- Serves, as needed, on event support teams for Chamber programs and events, some of which are outside normal working hours and are offsite.
- Maintains an extensive knowledge of all Chamber programs, services, initiatives, and activities.
- Other duties as assigned.
Specifications
- Bachelor’s Degree required, or commensurate with experience
- 3-5 years client/member management experience preferred
- Non-profit/membership association experience preferred
- High proficiency in using Microsoft Office Suite
- Experience with CRM databases
- Committed to Customer Service excellence
- Excellent written and oral communication skills
- Ability and confidence to properly communicate with members
- Strong problem-solving skills
- Must conduct yourself in a professional manner
- Ability to multi-task and work in a changing and fast-paced environment
- Ability to perform job functions with a minimum of daily supervision
Relationships/Accountabilities
- Accountable to all staff members by ensuring their support needs and requests are met timely, efficiently, and accurately in a friendly, engaged, and professional manner.
- Accountable to members and volunteers by ensuring their needs are met and questions are answered in a timely, friendly, engaged, and professional manner.
- Cultivates positive member relationships.
- Accountable to the Sr. Director and Manager, Membership, and other team members by ensuring that all tasks and duties are completed accurately by the specified deadline.
- Works cooperatively and positively with all Chamber staff members and volunteers to promote an environment of excellence, teamwork, dignity, and respect.
Exhibits a total commitment to maintaining high quality service standards of the Tampa Bay Chamber; demonstrates service excellence skills in dealing proactively with members, visitors, colleagues, and all Chamber contacts.
This document in no way states or implies that these are the only duties to be performed by the employee occupying this position. All applicants are subject to pre-employment drug and background screenings.
To Apply:
Please submit the following to [email protected]
- Resume
- Cover Letter
- Two (2) Writing Samples
- Three (3) References
Applicants that do not submit all required materials will not be considered.