Member Engagement Specialist

Title: Member Engagement Specialist

Reports to: VP, Member Engagement

Type: Full-Time, Employee

In the Member Engagement Specialist role, you will be instrumental in nurturing Signature's relationships with member agencies, resulting in exceptional retention rates and a more engaged, participatory membership base. As a Member Engagement Specialist, you will play a crucial role in promoting our organization's programs and tools to its members. A significant part of your responsibilities will involve providing invaluable administrative support to the Member Engagement team. Additionally, you will oversee special projects to enhance engagement among our valued Signature members. The ideal candidate is passionate about serving others and thrives in a fast-paced team environment. Your dedication and enthusiasm will be key in helping us achieve our goals and maintain strong connections with our members.

The position's primary responsibilities include, but are not limited to:

• Support the Member Engagement Team in executing initiatives that increase member engagement and retention to grow revenue
• Manage and support the annual Mystery Shopper Program by communicating with participants, troubleshooting issues, and maintaining the Mystery Shopper site
• Support the planning and execution of member trips by communicating with attendees and managing various components of the trip as needed
• Assist with the administrative steps of the new member implementation process
• Manage member updates and changes to include communicating and tracking staff instructions for acquisitions, mergers, and terminations as well as supplier notifications
• Track all member changes to assist with the monthly member update provided for the Signature team
• Execute call-out campaigns to members as needed
• Recognize and thank members throughout the year for reaching new business milestones, celebrating birthdays, anniversaries, etc.
• Order and send membership plaques to new shareholders throughout the year
• Manage member support emails for the departmental inbox
• Put together detailed quarterly reviews for associate members
• Record all member contact (phone calls, emails, sales calls) in the CRM system
• Assist with Signature's Facebook group, including the members' group and owners' group, by reviewing all member join requests as well as annual audits of the group members to ensure the exclusivity and privacy of the group
• Be knowledgeable about all Signature internal departments and their processes to help answer member questions
• Keep track of and request updated E&O policies from members
• Maintain and send Member Update to the management team weekly
• Attend and support annual Signature Regional events and Conference
• Complete the Signature Expert certification course

Qualifications:

• Strong customer service skills
• Excellent verbal and written communication skills
• Highly organized with strong time management skills
• Have a project "ownership" mentality
• Ability to multitask and work in a dynamic, fast-paced environment
• Prior travel agency or travel supplier, training, and/or sales and marketing experience a plus
• Bachelor's degree in business, communications, marketing, hospitality, or equivalent work experience
• Some travel is required for annual meetings
• Proficiency with MS Office Suite
• Knowledge of CRM(s)

We offer a competitive compensation plan, which includes:

• Paid Vacation, Sick Time, and Holidays
• Medical Insurance
• Flexible Spending