Manager, Membership Development

The Manager, Membership Development is responsible for managing the member engagement representatives team to drive overall membership growth and satisfaction through focused acquisition and retention efforts, targeted outbound/inbound relationship building programs, telephone and digital servicing and other appropriate member campaign platforms. The Manager, Membership Development is responsible for call center and performance management best practices to develop and coach team and leverage available resources and utilizing business intelligence trends to identify opportunities and/or threats. In addition, the Manager, Membership Development will work alongside the assigned MPI Marketing Manager to lead projects and programs focused on strategic development, planning and implementation of membership recruitment and retention initiatives to meet MPI business objectives.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Lead member engagement team and leverage available resources through outbound relationship building calls and emails to members and prospects to drive membership growth, acquisition, retention and increase perceived member value and overall satisfaction. Provide coaching and development to the membership team and demonstrate thorough knowledge of MPI offers, membership systems and daily/weekly/monthly intel. (40%)
2. Implement and align customer service and call center management best practices, to ensure available resources are effectively managed and being leveraged to their full potential. Including facilitation of business intel member performance reports and collecting, analyzing, and summarizing data and trends and making recommendations for corrective action where necessary. Develop and implement daily, weekly, monthly metrics based on Brand Office department goals for each member engagement representative to drive results. (25%)
3. Train, develop and offer guidance to member engagement representatives, empowering them to resolve member complaints, questions or concerns related to policies and procedures including responding to member and customer inquiries regarding membership, meeting registrations, or other MPI products and services, while also ensuring the team optimally procures data collection from customer base, allowing for facilitation of profiling data. (10%)
4. Create and implement acquisition and retention campaigns through identification and analyzing trends and patterns within available MPI business intelligence and through collaboration with other departments. Tactics could include develop membership offerings and programs, implement retention and renewal best practices with a focus on year-round engagement, implement past member win back programs and programs to upgrade existing members. Present and articulate the MPI value proposition to increase overall engagement, member satisfaction, and retention and member acquisition growth. (10%)
5. Collaborate with Marketing and Chapters teams to apply insights and trends into cohesive outbound marketing plans that positively influence retention and acquisition efforts year-round. (5%)
6. Plan, develop and maintain relationships with MPI partner organizations to boost MPI’s presence within these environments. Present dual MPI memberships when appropriate and conduct presentations to articulate the MPI member value proposition to identified companies and individuals on a national basis. (5%)
7. Recommend products and services that increase member value based on research of industry/association trends. (5%)

Travel required: <10%

EXPERIENCE

• Seven or more years’ experience in working in and/or managing a call center in a customer service, or membership acquisition environment
• Five or more years of experience in the hospitality or association industry
• Five or more years of member or customer acquisition
• Seven or more years’ experience in the meeting and event industry

EDUCATION

• Bachelor’s Degree in marketing or business management or equivalent; seven or more years related experience and/or training or equivalent combination of education and experience.

AMERICANS WITH DISABILITY SPECIFICATIONS

• PHYSICAL DEMANDS: 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. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hand and arms; climb stairs’; balance; stoop, kneel, crouch or crawl; talk or hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

• WORK ENVIRONMENT: Work environment characteristics 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.