Member Services Manager

Internal Opportunity

Position Summary

The Member Services Manager will play a critical role in managing our most trusted relationships – our associates – as well as helping shape the way Member Services works to serve our members. You will have the opportunity to lead, grow and develop the Member Services Team. 

As an engaged people manager, you are aligned with our core values and will drive your team’s contribution to the success and goals of the business. You will demonstrate a sense of urgency, effortlessly build connections, effectively evaluate performance, provide constructive feedback, and thrive on the challenge of developing long-term relationships with diverse and dynamic individuals. 

Manager Responsibilities

• Onboard, train, guide and mentor Member Services Associates.
• Help establish/evolve processes, templates, playbooks, best practices and operating rhythms to build a world-class Member Services function.
• Develop and build a high performing team 
• Promptfully and tactfully address conflicts and maintain a positive work environment
• Organize activities to encourage collaboration and a sense of value among team members
• Identify growth opportunities for associates and help them develop their skills
• Special projects as they arise.

Experience and Education

• Minimum of (5) five years of prior work experience, including at least two years at World 50 Group
• Strong work ethic and willingness to take ownership for wide-ranging responsibilities
• Excellent communication and interpersonal skills and the flexibility to accommodate different situations and temperaments
• Superior organization and prioritization skills
• Strong writing and proofreading skills
• Ability to work independently as well as part of a team
• Persistence, resourcefulness, drive and ability to work proactively
• Flexibility to work outside of strict job description parameters, thinking creatively about how to provide highest quality of member service
• Work well under pressure and with time-sensitive deadlines
• Outstanding project management, scheduling and multi-tasking skills
• Demonstrate poise in personal interactions with C-level executives
• Strong knowledge of Microsoft Office Suite

Member Services Responsibilities

• Ensure the team maintains the highest level of professionalism and member services support across the following areas: Member onboarding, engagement, satisfaction and retention.
• Serve as the go-to resource for member communities and member relationships; responding to communications quickly and with a level of care that exceeds Member expectations.
• Work cross-functionally to create a seamless experience for members; coordinating all preparation internally before and after strategic meetings.
•  Assist in the creation / execution of member engagement opportunities, including the renewal and new contract process.
• Create, edit, and manage outbound communications across the membership that adds value and drives impact towards shared goals.
• Provide effective on-boarding for new members and their teams and proactively setting expectations.
• Administration, customization, and application of Salesforce CRM system to elevate the account management experience.
• Take relationships to the next level by updating or creating new collateral and tools, monitoring relationships and developing strategies to provide the highest quality of service to the various memberships.
• Manage invoice and renewal process.