The CXPA Membership Engagement Manager will support membership recruitment, engagement, and member programming to strengthen and grow the CXPA community. Overall Responsibilities include:
Serves as lead on individual and team membership sales, service, and renewal.
Leads ongoing membership and engagement initiatives in collaboration with fellow staff and volunteers.
Ensures that members are front of mind across the organization, working in collaboration with the CEO and entire CXPA team to drive membership growth and satisfaction.
Keep detailed records of member interactions, interests and participation in CXPA online systems.
Participates in team strategic sessions and help drive key initiatives and programs to grow our membership and membership renewals.
Specific responsibilities include:
Membership Recruitment and Retention Strategy (40% of time)
Drafts and executes specific member recruitment, engagement, and retention communications (in collaboration with the marketing and sponsorship manager) to help attract members, assist them in finding great value in their CXPA membership, and maintain membership.
Designs and leads implementation of programs to orient members to CXPA member benefits and drive engagement.
Communicates with and proactively engages members to drive participation and encourages member ownership and community sharing, resulting in increased member retention.
Contributes to CXPA's member engagement at events by assisting with planning, coordination and content to ensure members gain value.
Member Service and Administration (40% of time)
Works in concert with fellow CXPA team members to design and implement member welcome, engagement and renewal communications through our member management system, MemberSuite and online community platform, Higher Logic.
Provides positive, upbeat and energetic member support in response to daily member questions and help requests including monitoring the CXPA forums and managing the CXPA general information email box.
Maintains and optimizes CXPA’s member information in our member management system, MemberSuite and online community platform, Higher Logic.
Manages job posting and unemployed member programs.
Manages and supports CXPA’s online community forum.
Other (20% of time)
Participates in volunteer and committee work related to membership recruitment and engagement, as well as special projects.
Assists in the development and delivery of CXPA content and community engagement such as CX Day, webinars, member interviews, etc.
Works as a collaborative partner with the CEO and other staff to achieve the CXPA mission and vision.
2+ years’ experience in association management.
Excellent verbal and written communicator
Strong commitment to customer service
Able to multi-task and meet time sensitive goals.
Ability to understand member needs and proactively design and adjust programs to create a compelling sustainable membership program.
Belief and passion that customer experience makes a better world for customers, employees, and business outcomes.
Data enthusiast: you can give examples of how you have used data to pursue successful outcomes
Knowledge of systems including Microsoft Office, Higher Logic, and MemberSuite.
About Customer Experience Professionals Association (CXPA)
Founded in 2011, CXPA (Customer Experience Professionals Association) is the independent, global membership society for professional that develop, design and improve the practices that an organization employs to meet (or exceed) customers’ expectations. Our community includes social media followers, participants, and paid members from more than 70 countries worldwide. We work innovatively to support CX professionals to share, learn, inspire, and grow throughout their entire career. CXPA is a Jaffe Management Inc client, and this position will be a Jaffe Management employee assigned to CXPA on a full-time basis. Jaffe Management is an Association Management Company (AMC) with offices in New York, New Jersey and Minnesota. With a staff dedicated to the professional association field, Jaffe Management has the knowledge and skills needed to help your organization achieve its goals. Jaffe Management is accredited by the AMC Institute, having met the ANSI/AMC INSTITUTE Standard of Good Practices for the Association Management Industry. Achievement of this accreditation demonstrates Jaffe Management’s commitment and ability to deliver service, quality and excellence.