The Membership Coordinator supports the Membership Department with administrative work and coordinates the activities of the department. Responsibilities include supporting membership events, coordinating the onboarding of new members, providing a positive customer experience and being actively involved in achieving the membership recruitment and retention goals.
The responsibilities of the position include, but are not limited to the following:
Assists and responds to member and nonmember inquiries regarding the association services, membership passwords, and other customer service questions.
Stays abreast of all membership policies and programs to ensure responses are accurate.
Compiles, maintains and distributes membership and prospective member lists for marketing and communication purposes via mailings, emails, and other distribution requests. Works closely with Marketing Dept. to pull lists for email and other mailings.
Works to ensure that lists are accurate by recording returned mail changes and researches other records changes.
New Member Onboarding
Follows the new member onboarding process - Processes new member applications in the AMS, cleans up prospect file, prepares correspondence, processes electronic new member welcome packets weekly and follows through with other steps as required.
Maintains onboarding tracking information
Conducts welcome calls to all new primary members
Follows up with requests from members and prospects in a timely manner via calls and emails. Maintains the Membership@prsm.com email box.
Processes membership reports for distribution to staff weekly.
Handles the maintenance and assembly of marketing collateral including, but not limited to, new member packets, prospect packets and Canadian packets. Ensures all member and prospect collateral materials are up-to-date.
Distributes Welcome/Thank You email to all new members (2 weeks)
Distributes Member Benefits Reminder Email to all new members (30 days)
Distributes 90-day Member Gift email & coupons to all new members (90 days)
Distributes Net Promoter Score survey to all new members (120 days)
Assists with membership marketing promotions and events, membership orientations, webinars and conferences by developing PowerPoints, materials, and other promotions.
Assists in the membership renewal billing and dues payment processing.
Assists making calls to members who have not renewed to gain renewal as requested.
Assists Director, Member Relations, with setting member meetings
Monitors and oversees the daily use of the Supplier Portal and data integrity. Initiates contact with suppliers to acquire information from suppliers.
Manages the prospect list in SalesForce by updating contacts/accounts as needed.
Assists in list management for membership marketing campaigns as needed.
Assists Director, Member Relations, with setting sales meetings with prospects
PRSM Networking Events
Support of committee members in setting up events with contact lists of members in designated areas and marketing invitations for distribution.
Creates event in both the AMS and on the PRSM Events website page.
Prepares and mails Networking Kits to committee members.
Collects attendance and records event in the events log after completion of event. Sends thank you and other notes of appreciation to those attending.
Is the hub of the membership department’s activities by maintaining the department’s project plan.
Handles administrative work for other departments, such as Marketing, as requested.
Assists with proofreading projects as requested.
Coordinates travel calendars of the internal staff and membership sales team (remote).
Handles administrative tasks and with other projects as required.
Keeps the membership database current and has a thorough knowledge of the Association Management System (NetForum). Stays current on how to use the system effectively to produce reports, assist members, make database changes, pull lists and reports as needed, etc.
Education and other skills
A two or four-year college education is preferred or equivalent experience in an Association/nonprofit environment.
Five years’ work experience in customer service, administrative support or membership services.
Organized and proven attention to detail with spelling names and accurate data. Experience with correct postal abbreviations and mailing codes for US and International are helpful.
Exceptional communications skills both oral and written are necessary.
Exceptional written and oral communication skills conducive to a business environment are essential.
Bi-lingual language skills are helpful.
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 frequently required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds.