Member Retention Specialist

Seattle Metropolitan Chamber of Commerce

Date: October 26, 2011
Job Title: Member Retention Specialist
Classification: Regular, full-time, non-exempt

Salary: Base salary + commission; DOE
Start Date: Immediate
Closing Date: Closes when position is filled

This position reports to the Senior Vice President of Membership and Business Development. The Member Retention Specialist builds and maintains positive relationships with current members, gathers information on changing member needs and trends, and increases revenue and retention rates.

The Member Retention Specialist is responsible for achieving a monthly sales quota, identifying prospective member companies through referrals from members, attending a variety of department and organization meetings, preparing monthly sales reports, and preparing letters and promotional materials to sell and service membership accounts. The position provides excellent customer service and must exhibit the highest degree of ethical conduct, and must be available for regular early morning and evening business activities.

Responsibilities

 

  • Work with the Senior Vice President to maintain and expand a membership development plan with goals, strategies, tactics, budget and resource allocations
  • Review, analyze and recommend membership model changes
  • Maintain the membership database and audit data for consistency and accuracy as it relates to retention efforts
  • Identify at-risk members; strategize and implement plans to save at-risk accounts
  • Track the audit of customer touch points (primarily through the Chamber database and website) to enhance member experiences
  • Conduct and organize monthly Chamber 101 new-member orientations
  • Provide coordination for the Chamber Diplomats (a volunteer ambassador committee) – meetings, activities – and serve as the volunteers’ primary point of contact
  • Serve as primary point of contact for any additional volunteer efforts that support member retention
  • Coordinate with staff to develop member directory: provide current membership data to the appropriate sources; audit the membership database and collect current information
  • Support other Chamber departments and staff with projects and activities (particularly the Business Development and Events and the Membership Departments)
  • Perform other duties as assigned

Requirements

 

  • Excellent customer service and interpersonal skills (active listening, conflict resolution)
  • Excellent written and verbal communication skills
  • Strong organization and self-management skills; self-motivation
  • Ability to prioritize and manage multiple projects effectively
  • Experience with customer relationship management (CRM) or client-retention strategies
  • Strong computer skills; proficiency with Microsoft software (Word, Excel, Outlook, Publisher) and Adobe Acrobat strongly preferred
  • Experience with membership/customer management software highly desired
  • Ability to work in teams and independently
  • Volunteer management experience
  • Ability to consistently meet project deliverables and deadlines

Application materials should demonstrate how an individual meets these requirements; only individuals whose skills and experience match them will be considered. Include the name of each company worked for, position title(s), and dates of employment for each position, with an explanation of sales successes achieved.

Minority candidates encouraged.

To apply for this position, send a resume and cover letter to:

Member Retention Specialist
c/o People Programs Department

Seattle Metropolitan Chamber of Commerce
1301 Fifth Avenue, Suite 2500
Seattle, WA 98101-2611

Or, by email (as a .doc, .pdf or text file) to jobs@seattlechamber.com or fax to (206) 903-3432.

The Chamber provides a comprehensive benefits package including but not limited to:

  • medical, dental, vision, life and long-term disability insurance
  • paid vacation, sick leave and holidays
  • employer-matched 401(k) plan
  • bus pass supplement

The Chamber is an Equal Opportunity Employer