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Director Member Experience

4 months ago

Diamond Bar, California, United States Specialty Equipment Market Association Full time
DIRECTOR, MEMBER EXPERIENCE

Division:
Membership Prepared by: Zane Clark

Department:
MERC Approved by: Jaelyn Young

FLSA Status:
Exempt Revised: 03/10/2024

PURPOSE

The director, member experience works collaboratively across the organization to strategically develop and lead membership experience, engagement, and retention strategies.

Reporting to the vice president of membership, and working in a highly cross-functional role, the director will develop and implement strategies to attract new business members, champion the member journey, and address current and impending member needs, ensuring high levels of member satisfaction, and leading overall Business Development strategy to increase benefit usage and membership sales.


This position will serve as a resource to other departments to provide membership insight, enhance member relations, communications, and day-to-day operations.

The ideal candidate will have a strong commitment, care, and passion for the people and businesses SEMA serves.

We will deliver results by truly understanding our member's needs and putting the right guidelines and customer service standards in place, so we can exceed their expectations.


RESPONSIBILITIES AND AUTHORITY Oversee member experience team and facilitate customer service efforts
including: Ensuring that the member experience team works in collaboration with all other business units, consistently delivering great end-to-end customer experience across stages, channels, and touchpoints in the customer journey.

Enabling a two-way stream with customer facing teams through - collecting feedback from customer facing teams to derive meaningful insights for improvements and guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding and sales teams to align with the larger CX strategy.

Understand association's customer service needs and requirements and create mechanisms to solicit feedback and improve as needed.
Researching progress made toward annual customer service goals.


Be knowledgeable on all benefits, programs and services and serve as a lead advocate for new or existing programming provided by the association for the membership.


This includes but is not limited to:
Establish position and department as the connection point for members.
Present at industry events for the purpose of promoting the association and engaging members in its benefits.
Drive the importance of marketing the association's broad benefits for the purpose of increasing engagement in the association.


Support infrastructure efforts with the member experience team that expands to the four membership enterprises SEMA/PRI have established,
including: Retention efforts: Auto-renew efforts, invoicing, communication, terminations.

Ensure all SEMA/ PRI members can access their open invoices, receipts, portal and engagement on and
Data maintenance and reporting.

Customer service support:
Call and emailing tracking for SEMA business and individual. Develop backend scopes and projects that improve member experience.

Including:
Council member application, renewals and aligning business entities with their national membership.

Oversee SEMA business membership dues and category strategy.
Partner with the Director of Individual Membership on all membership activations where there is cross promotion of SEMA Membership (e.g. SEMA Show, Keystone, Exhibitor Summit, Garage events, etc.)

including:
Develop annual event activation strategy and plan.
Identification of non-member targets and priorities.
Coordination of presence at SEMA Show, including Member Central, Members Lounges, etc.

Initiate new events at the SEMA Garage(s), SEMA offices or regionally where members can gather to learn about and engage in a new or existing benefit, program or strategic initiatives.

Ensure that all member companies and individual updates are reflected in the association database promptly and correctly.

Partner with the Director of Individual Membership to ensure that all member engagement opportunities are being stored/tracked in accordance with the association philosophies, policies and processes.

Coordinate with the member experience team to update and adjust logins for members to access the exclusive member portal.

Assist with the development of new content related to business member benefits for, at a minimum, the following:
website
SEMA News and eNews
Social media sites and groups
Program-related eBlasts to member-specific audiences.


Develop strong partnerships with Marketing, PR, Show and Special Events teams to ensure high quality activations and engagement with members.

Be knowledgeable on the key players and latest industry trends.
Other duties as assigned by the department VP.

RELATIONSHIPS Reports to VP of Councils and Membership.
Supervision of the Member Experience and Customer Service team.
Interacts with staff in all departments.

PRIMARY SKILLS & REQUIREMENTS:
Requires a minimum of five (5) years of experience working in a membership organization or customer service role.
Strong collaborator with demonstrated record of inspiring 'followership' amongst multiple stakeholders.
Strong service mindset with a passion for finding new and creative ways to deliver value to members.
Strong leadership skills and track record of both developing high-performing teams and successfully integrating cross-functional teams.
Excellent customer relations skills including - persuasion, negotiation, and conflict management.
Skilled communicator with strong organizational, facilitation and presentation skills.
Strong supervisory and leadership skills.
Be proficient in all Microsoft Office applications and association management software.
Willingness to learn new software programs.
Travel requirements up to 25%.
4-year college degree required.
Project management experience preferred.

This job description is not intended to be and should not be construed as an all-inclusive list of all responsibilities, skills, relationships or working conditions associated with the position.

While it is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add or remove duties and to assign other duties as necessary.

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