Membership Experience Manager

Reports To: Vice President of Membership

Location: Northern Virginia

Position Type: Full-Time - Hybrid

Position Summary

The Membership Experience Manager is a key role focused on delivering exceptional experiences for NVC’s members by building, maintaining, and growing strong relationships. This position requires a highly creative, service-oriented professional who will proactively manage assigned accounts by following NVC’s retention guidelines, and craft tailored engagement plans to ensure member satisfaction, retention, and growth. Success in this role will be measured by member renewal rates, member satisfaction, and the development of meaningful connections that drive long-term value for both the Chamber and its members.

Key Responsibilities

Account Management and Growth:

• Maintain accurate membership records and detailed account activity logs in the Chamber’s CRM system.

• Actively manage a portfolio of member accounts, ensuring all accounts are frequently contacted and nurtured.

• In coordination with the Vice President and membership team members, develop and execute strategic plans to improve retention rates and grow assigned accounts.

• Meet or exceed individual retention goals.

Retention and Engagement Planning:

• Follow a structured retention process, including regular check-ins, proactive outreach, and personalized communications.

• Create detailed engagement plans for each assigned account to ensure members feel valued and connected to the Chamber’s mission and offerings.

• Identify at-risk accounts early and implement targeted strategies to improve their satisfaction and retention.

Member Communication:

·       Maintain frequent, meaningful contact with all assigned accounts through phone, email, in-person meetings, and other communication channels.

·       Proactively communicate Chamber benefits, events, and opportunities to members in a way that aligns with their unique needs and goals.

·       Act as a trusted advisor, providing tailored solutions that address members’ challenges and help them maximize their membership value.

Metrics and Accountability:

·       Track and report on retention and engagement metrics, including renewal rates and engagement activities.

·       Regularly assess the effectiveness of engagement tactics and adjust plans to achieve better results.

·       Take ownership of account performance, ensuring individual goals are aligned with overall Chamber objectives.

Qualifications

Experience:

·       3-5 years of experience in customer service, account management, or membership engagement, with a proven track record of achieving retention and growth goals.

·       Previous experience in a membership or business development setting is preferred.

Skills and Attributes:

·       Exceptional interpersonal and relationship-building skills.

·       Highly organized, detail-oriented, and able to manage multiple accounts simultaneously.

·       Strong accountability mindset with a focus on achieving measurable results.

·       Creative problem-solving and ability to develop innovative engagement strategies.

·       Proactive, self-starter who thrives in a goal-oriented environment.

Technical Skills:

·       Proficiency with CRM systems or membership databases.

·       Skilled in using tools for reporting, email marketing, and member communications.

Performance Metrics

·       Member renewal rates and growth of assigned accounts.

·       Frequency and quality of member interactions.

·       Successful implementation and outcomes of engagement plans.

·       Member satisfaction and feedback scores.