This position is responsible for leading projects and programs focused on the development and planning of membership recruitment and retention initiatives to meet MPI business objectives. Manage the member engagement representatives team to drive overall membership growth and satisfaction through focused acquisition and retention efforts, targeted outbound/inbound relationship building programs, telephone and email servicing and other appropriate member campaign platforms. Utilize Call Center and performance management best practices to develop and coach team and leverage available resources. Present and articulate the MPI value proposition to increase overall engagement, member satisfaction, and retention and member acquisition growth. Provide coaching and development to the membership team and demonstrate thorough knowledge of MPI offers, membership systems and daily/weekly/monthly results.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Lead member engagement team and leverage available resources to drive membership growth, through outbound relationship building calls and emails to members and prospects to drive member acquisition, retention and increase member value and overall satisfaction. (30%)
Create and implement acquisition and retention campaigns through collaboration with other departments. Tactics could include develop membership offerings and programs, implement retention and renewal best practices with a focus on year-round engagement, implement past member win back programs and programs to upgrade existing members. (25%)
Implement and align customer service and call center management best practices, to ensure available resources are effectively managed and being leveraged to their full potential. Including preparation of member performance reports and collecting, analyzing, and summarizing data and trends and making recommendations for corrective action where necessary. Develop and implement daily, weekly, monthly metrics based on Community department goals for each member engagement representative to drive results. (20%)
Plan, develop and maintain relationships with MPI partner organizations to boost MPI’s presence within these environments. Present dual MPI memberships when appropriate and conduct presentations to articulate the MPI member value proposition to identified companies and individuals on a national basis. (10%)
Resolve member complaints, questions or concerns related to policies and procedures including responding to member and customer inquiries regarding membership, meeting registrations, or other MPI products and services. (5%)
Maintain up-to-date knowledge of MPI products and services, industry trends, competencies and provide input and recommendations for increasing member value and satisfaction. (5%)
Establish processes that help manage data entry projects including address changes, record clean-up, and bounce back emails. (5%)
Travel required: <5%
Five or more years’ experience in working in and/or managing a call center in a customer service, or membership acquisition environment
3-5 years of experience in the hospitality or association industry
3-5 years of member or customer acquisition
Five or more years’ experience in the meeting and event industry
Bachelor’s Degree in marketing or business management or equivalent; seven or more years related experience and/or training or equivalent combination of education and experience.
Inter-personal Impact (collaborative teaming, building relationships that impact results, communicating effectively)
Business & Functions Effectiveness
KNOWLEDGE AND SKILLS
Customer Service – Uses excellent customer service skills by showing a passion and dedication to assisting each member at all times. Acts in a friendly and supportive manner to all members
Speaking Skills – speaking with people of various backgrounds to obtain information, explain policies and procedures and persuade others to buy MPI
Written communication – Writes logical and grammatically correct routine business correspondence
Conflict resolution skills – Negotiates and resolves conflicts among team members and cross-functional partners. Stays composed during controversy. Ability to solve routine problems
Knowledge sharing – Proactively shares information and seeks to share learning with teams across departments, functions, districts or regions.
Proficiency in Microsoft office – Excel, Word and other forms of customer databases
Ability to perform effectively under conditions of fluctuating workload and multitask.
Proven knowledge in managing metrics, ensuring customer satisfaction, and reporting statistical performance levels.?
KEY MEASURES SUCCESS:
Membership Revenue compared to budget
Member Retention Rates
First year renewal rate?
About Meeting Professionals International
Meeting Professionals International, the premier global association community for meeting and event professionals, believes in the unequalled power of events and human connections to advance organizational objectives.