Job offer: Membership Engagement Officer

The Membership Engagement Officer is responsible for overseeing, monitoring, and enhancing all aspects of the membership experience within the organization. The role focuses on ensuring high levels of member satisfaction, loyalty, and retention by designing and implementing effective strategies and processes. Acting as a key liaison, this position involves collaboration across internal and external stakeholders to align organizational goals with member needs and expectations. The Membership Engagement Officer will work closely with relevant committees, units, and members to improve the overall membership experience.

Customer Experience (CX) Strategy:

• Develop and implement customer-focused strategies that align with organizational objectives.
• Collaborate with various business functions to ensure member needs are central to decision-making.
• Design a comprehensive customer experience strategy aimed at sustainable, long-term outcomes.

Customer Feedback:

• Implement tools and methodologies to collect and evaluate feedback from sources such as surveys, social media, and online reviews.
• Analyze feedback to identify trends, resolve issues, and enhance the membership experience using data-driven decisions.

Process Improvement:

• Identify and address pain points in the customer journey.
• Collaborate with teams to streamline and optimize processes impacting the membership experience, while monitoring the effectiveness of implemented changes.

Customer-Centric Culture:

• Lead internal communications to keep departments informed and engaged in the membership experience.
• Foster a customer-focused culture throughout the organization.

Measurement and Reporting:

• Prepare reports and presentations on membership experience metrics and initiatives to guide decision-making and strategy development.

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• Proficiency in email marketing platforms (e.g., Constant Contact) and digital engagement strategies.
• Proven experience in a customer-facing role, preferably in a supervisory capacity.
• Strong understanding of customer experience principles and methodologies.
• Excellent communication and interpersonal skills.
• Analytical skills with the ability to interpret data and trends.