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Position Overview:

The Membership Retention and Engagement Coordinator plays a key role in ensuring the satisfaction and engagement of Chamber members. Strong communication skills via 80%-90% on phone or emailing, focusing on the retention of existing members and addressing any issues that may lead to membership lapses. This role requires using membership data in GrowthZone, the Chamber’s Customer Relations Management (CRM) software, to track account status, develop engagement strategies, and build strong relationships with members.

Key Responsibilities

Membership Account Management

• Engage and retain a legacy membership portfolio of over 600 Chamber members who have been members for over two years, ensuring high levels of satisfaction by sustaining communication via phone and email fostering lasting relationships.
• Utilize GrowthZone to monitor and track membership status and analyze past due membership accounting information to determine appropriate strategy.
• Review, update, and reconcile membership accounts for any discrepancies, ensuring accuracy in billing and member details. This includes updating company and personnel profiles, point of contact, billing contact, address, phone numbers, etc.
• Handle collections for past due members following a process of 30-, 45- and 60-day communications to ensure payment in a timely manner.

Retention & Engagement

• Meet weekly contact goals, making a minimum of 30 calls/emails/contacts per day or 150 activities per week.
• Conduct outreach to members whose invoices are scheduled for renewal in the next three months, ensuring timely communication and addressing any questions or concerns regarding the renewal process.
• Collaborate with the Membership Team to create personalized engagement strategies for at-risk members to address their concerns, increase renewal rates, and ensure satisfaction.
• Track membership accounts that have lapsed or "dropped." Document reasons for dropped membership. Perform all procedures for dropping the membership in GrowthZone including following the process for writing off or voiding accounts.

Reporting and Analytics

• Help maintain a list of dropped/lapsed membership accounts and initiate targeted re-engagement efforts, including calls or emails, to understand reasons for dropping and to attempt to regain membership. Process dropped accounts per Membership and Engagement SOP. Provide weekly list to Vice President of Membership weekly.

Anniversary and Milestone Celebrations

• Maintain a monthly Member Anniversary/Milestone List to be reviewed two months in advance. Include significant milestones (e.g. 25, 50, 75 years) for special engagement opportunities.
• Coordinate and manage Milestone celebrations with VP of Membership to recognize and celebrate key anniversaries and milestones through outreach, gifts, or recognition during events, including organizing speaking engagements with Chamber staff.

Collaboration and Team Support

• Partner with the Membership team to ensure that members receive prompt and efficient service, particularly in resolving billing or account issues.

• Reports to the Vice President of Membership through frequent interaction, ongoing training, and weekly activity reports.