Position: Membership Experience and Database Manager
FLSA Classification: Exempt
Position reports to: Director of Membership, Marketing, and Communications

Position Summary:

The Membership Experience and Database Manager is responsible for the achievement of member engagement, retention and recruitment within DMEC. This includes overseeing all membership onboarding, retention, and renewal processes, and ensuring effective and efficient member support for a positive and valuable membership journey. This position ensures the achievement of growth goals through the execution of membership best practices and is proficient in creating data-driven, integrated membership campaigns. Additionally, this role is responsible for DMEC’s CRM/AMS data management, preparing and managing membership and other data reports. This position exhibits leadership skills and displays DMEC’s core values. This position requires minimal supervision and works collaboratively in cross-functional teams.

MEMBERSHIP EXPERIENCE and MANAGEMENT 

• Responsible for the oversight of exceptional membership service and account management within DMEC to ensure timely and professional membership interactions.
• Oversight of all membership account inquiries and services, including but not limited to, logins, technical issues, identification or location of resources or courses, membership, and updating contact lists for group memberships.
• Ensure that all member transactions and outreach with DMEC are accurate, effective, and met with timely support.
• Identifies new member prospects to meet membership and revenue targets.
• Lead the coordination and management of membership status and renewals process, to include: 
  1. ensuring that the CRM is functioning accurately, coordinating campaign timing with communications and engagement campaigns (CRM and email) to ensure friendly and accurate messaging. 
  2. conducting personal outreach such as phone calls or online meetings to assure retention of current members.
  3. monitoring automated renewal campaigns (i.e., 90 days, 60 days, 30 days, and 0 days), and analyzing Marketing Account Engagement (Pardot) reports
  4. overseeing member onboarding and member surveys, analyzing data, and providing recommendations. 
  5. ensuring a smooth and positive onboarding experience for new members. 
  6. management of mailing renewal letters.
• Manage membership webpages, access points and platforms, ensuring accuracy and ease of use.
• Develop and execute recruitment plans to attract new members, aligning with the organization's goals.
• Works with the Business Development Manager to develop membership and lead generation resources.

MEMBER ENGAGEMENT & OUTREACH 

• Lead membership engagement through regular communications and campaigns with a focus on membership retention and revenue growth.
• Partner with the Marketing Manager to create membership marketing campaigns and communication collateral such as email marketing, drip campaigns (in AMS), and direct emails to current, expiring, past, and prospective members.
• Call members and/or respond to calls directly regarding products, services, or memberships.
• Strategize, plan, and serve as primary point of contact for the annual renewal processes.
• Conduct account growth activities such as providing solutions-based recommendations that expose and involve members in multiple products/services offered by the organization.
• Educate members about various organizational products/services or upcoming programs – either one-on-one, through marketing efforts, or by hosting periodic informational sessions.
• Respond to member inquiries regarding DMEC membership benefits, education programs, and/or other DMEC resources, escalating to other team members as necessary. 
• Develop and implement strategies to actively engage members.

DATA MANAGEMENT AND REPORTING 

• Serve as the primary data management professional within DMEC, assuring that all membership data housed within the CRM/AMS is accurate and reports of membership trends are run and analyzed on a consistent basis.
• Demonstrate a deep understanding of the membership structure and its related processes within the organization’s CRM/AMS; actively managing the members’ data, suggesting efficiencies to maximize the members’ experience and providing relevant reporting for senior leadership.
• On an as needed basis, work with team members to understand and coordinate the transfer of data from/to other CRM systems to manage the DMEC membership.
• Serve as back-up webmaster for the organization’s website (WordPress) and assists with content updates.
• Maintains the company’s database and systems to ensure that records are complete, accurate, and secure, and workflows and processes function effectively. 
• Track and analyze membership data to identify trends and patterns, informing future strategies. 
• Works within DMEC’s CRM/AMS on the following:  

1. Ensures all environments are appropriately maintained. 
2. Assists in managing the deployment of changes across sandbox and production environments. 
3. Generates lists, reports, and dashboards as well as conducts regular review of reports for accuracy and archiving. 
4. Utilizes data management tools to migrate and validate data. 

• Provides back up customer service to members in the absence of the Customer and Accounting Support Specialist. 
• Assists and leads training and testing of implementations and deployments. 

Knowledge, Skills, and Abilities:

(Knowledge, skills, and abilities are the qualifications an individual needs to perform the essential functions of the job.) 

• Must be self-motivated, results-oriented, and a team player.
• Must have strong people skills and work well within a fast-paced, deadline-driven environment.
• Must have demonstrated critical thinking skills and the ability to lead and work very effectively within and across departments.
• Must have strong analytical skills – able to track marketing campaign results, cross-tabulate various data sources, review data from different angles, and make improvement suggestions. 
• Must be adept with CRM, AMS, and marketing automation systems – Salesforce, Nimble AMS (or similar) and Marketing Cloud Engagement (Pardot) experience required. 
• Must have website content management experience and basic HTML skills. 
• Demonstrated proficiency with Microsoft Office Suite (Word, Excel, PPT, SharePoint, Excel, Outlook, etc.).
• Must have strong project management skills – ability to juggle multiple projects simultaneously, assimilate feedback from multiple stakeholders, and adhere to tight deadlines. 
• A customer-centric, “members first” mentality and helpful demeanor, supported by a track record in delivering exceptional customer support and building long-term relationships. 
• Tech savvy with demonstrated ability to quickly learn new technologies, processes, and products.
• Excellent interpersonal communication skills with proficiency in communicating verbally (face-to-face and by phone), and in-writing (e.g.: email and chat) with members from a wide variety of backgrounds, industries, and professions.
• Proven ability to clearly and concisely describe relevant products and services to members (based on their specific needs and/or situations).
• Strong attention to detail and impeccable follow-up in daily processes.
• Must proficiently work independently and properly prioritize and manage one’s own workload; as well as possess the ability and willingness to work collaboratively as part of a team to accomplish organizational objectives.

 Education and Experience:

• Bachelor’s degree in business administration, marketing, communications, or related field preferred.
• Minimum of 5 years in customer-facing positions where customer service and/or membership management have been a significant portion of the role. 
• Minimum of 5 years of successful experience using a CRM platform (such as Salesforce or other similar platform) with expert level understanding of association management software systems. Prior experience with Salesforce, Nimble AMS, and Marketing Cloud Engagement (Pardot) is required.
• Intermediate or higher proficiency in Microsoft Office, data analytics software, and using CRM systems.
• Certified Salesforce Administrator (201) preferred.  
• Experience with FormStack and WordPress preferred.  
• Experience and understanding of learning management systems preferred.  
• At least one year of experience with data cleansing tools.  
• Strong experience in project management.
• Prior experience in generating ideas for marketing communications to raise awareness (internal or external) is preferred. 

 Work Environment:

• This is a remote position. A quiet home office is required.
• Travel one to three times per year for conferences and events may be required.
  
  

Salary & Benefits: ?

Base salary range: $67,502 – 91,327 annually

This is a summary of the current basic employment benefits. Individual benefit programs may be amended or deleted at management’s sole discretion at any time. An employee handbook will be provided to you for more complete benefit information about DMEC’s benefit plans upon hire.? 

 Employees are eligible on the date of hire for the following benefits:? 

•    40 hours of paid sick leave per calendar year, unless a greater amount is required under state of local law

•    4.62 vacation hours accrued per pay period (3 weeks per year)? 

•    40 hours of bereavement leave? 

•    401K retirement plan with 100% company match up to 4% of salary? 

•    Flexible spending accounts? 

•    Eight (8) holidays, plus your birthday (floating holiday); in addition, the DMEC office is closed for two days following each in-person conference (2 conferences per year),        and Christmas Eve through New Year’s Day each year (employees will be paid for any workdays that fall during that period)? 

Employees become eligible for group health and welfare benefits on the first of the month after completion of 30 days of employment.? 

•    Fully paid health, dental, vision, group life, and disability insurance (short-term and long-term)? 

? Employees are eligible on the first of the month following 60 days of employment for the following benefits:? 

•    80 hours of Paid Family Leave per year? 

Equipment:?? 

DMEC will provide the necessary computer equipment (laptop and printer) for the employee’s home office as well as a monthly technology stipend of $100.

Apply Here: https://www.click2apply.net/djlQKacOgNpW1INp7ia8NB