Member Experience Professional

4 weeks ago

Washington, Washington, D.C., United States National Association of Wholesaler-Distributors Full time
Member Experience Manager

We are seeking a highly motivated and detail-oriented Member Experience Manager to join our team at the National Association of Wholesaler-Distributors (NAW). As a key member of our team, you will play a critical role in engaging with member company executives and administrators to collect and analyze qualitative and quantitative information about organizations and their leaders.

Key Responsibilities:

  • Data Collection and Analysis: Gather business intelligence from member executives through various channels, including phone, email, and social media platforms.
  • Member Value Proposition: Communicate the value proposition of NAW membership to member executives through ongoing interactions and responses to member inquiries.
  • Data Management: Transfer collected business intelligence into NAW's customer relationship management platform, ensuring completeness, accuracy, and organization.
  • Data Validation and Auditing: Implement data validation techniques and perform regular audits to maintain data integrity.
  • Survey Design and Deployment: Design and deploy surveys to inform Member Experience and organizational priorities.
  • Member Data Analysis: Analyze member data to craft and update Member Experience annual plans for individual member companies.
  • Content Curation: Collaborate with the Member Experience team to curate, align, and deliver NAW's existing content, services, and programming to member executives.
  • Industry Research: Research industry trends, best practices, and emerging technologies related to member intelligence, member service, and executive communication.
  • Process Improvement: Continuously seek ways to enhance business processes, information acquisition, and member communication effectiveness to better serve members and the enterprise.

Requirements:

  • Strong Communication Skills: Excellent written and verbal communication skills, with experience engaging with executives preferred.
  • Organizational Skills: Strong organizational skills with attention to detail, ability to follow schedules, and prioritize to meet deadlines and manage initiatives to completion.
  • Data Management Tools: Experience utilizing modern data management and communication tools, including Microsoft Excel & Outlook, Salesforce, LinkedIn, and ZoomInfo.
  • Interpersonal Skills: Strong interpersonal skills, exhibiting a positive attitude and a professional demeanor.
  • Analytical Skills: Strong analytical, research, and data evaluation skills to identify trends among members' experiences.
  • Customer Service Skills: Exceptional customer service skills, with a focus on being a focused listener and problem solver.
  • Flexibility and Adaptability: Ability to work with creativity and flexibility in a fast-paced environment.
  • Collaboration and Independence: Ability to work independently and collaboratively with internal and external stakeholders.
  • Initiative and Judgment: Ability to create new processes and demonstrate sound judgment.
  • Personal Initiative: A high degree of personal initiative.

Education and Experience:

  • Education: Bachelor's degree in a related field (or equivalent work experience), required.
  • Experience: Minimum of three (3) years of experience in member experience, with a demonstrated track record of success in building relationships and analyzing data, required.

Other Requirements:

  • Teamwork and Program Management: Experience in cross-functional teamwork and program management, required.
  • Salesforce Experience: Salesforce experience, desirable.

Work Environment:

The position is based at NAW's headquarters office in Washington, DC, near Metro Center. NAW is currently offering a hybrid work model. Employees are required to be in the office Tuesday, Wednesday, Thursday, and upon request for mandatory meetings or events. Employees are provided the opportunity to work remotely on Monday and Friday. The hybrid work model is subject to change. NAW's DC HQ office provides a standard office environment.

NAW is an Equal Opportunity Employer.

Travel: up to 10%

Experience level and other factors will determine the final salary level, in the starting range of $67,000-$75,000.

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