Member Engagement Manager

Job Description

ISSA is the leading trade association for the cleaning and facility solutions industry worldwide. Our purpose is to change the way the world views cleaning. The association represents businesses, organizations, and professionals across the entire cleaning industry chain, including manufacturers, manufacturer representatives, wholesalers, distributors, in-house service providers, building service contractors, residential cleaners, and more. 

The Member Engagement Manager is the primary driver of member engagement and retention. This role owns the front line of the member experience, serving as the central triage point for inbound and proactive outreach, extracting critical insights, identifying risks, and surfacing growth opportunities before they escalate. The qualified individual is responsible for cultivating high-touch, high-frequency engagement across assigned accounts to ensure members are actively connected, informed, and realizing measurable value. Every interaction is strategic. 

Acting as the operational bridge between members and the Senior Sales Team, this role qualifies needs, uncovers objectives, identifies expansion opportunities, and documents all relevant intelligence within Salesforce to ensure seamless sales execution. This position is both relational and analytical. It requires structured engagement reporting to protect revenue and accelerate growth. 

• Secure Annual Membership Renewal Retention Rate
• Onboarding of Renewing Members
• Proactive Digital & Verbal Membership Engagement Communications
• Order Entry
• Service Members on all inquiries such as invoicing, LMS, login issues etc.  Minimum response time of 1 business day requirement.
• Manage data integrity through a strong CRM discipline - Sales Force
• Logging 100% of member communications within CRM – Sales Force
• Identify new business opportunities and provide leads to Sr.