Member Engagement Specialist

Westmoreland County Chamber of Commerce

Member Engagement Specialist

· Hours: Monday through Friday 8:00 a.m. – 4:30 p.m., and various Chamber events

· Compensation: Exempt – Salaried

· Salary - $42,000 - $52,000 Base Salary

· $250 Healthcare Stipend

· Mileage and Expense Reimbursement

· Paid Vacation & Holidays

· This position reports directly to the Director of Membership

Position Summary:

The Member Engagement Specialist plays a critical role in ensuring Chamber members feel welcomed, supported, and valued from the moment they join and throughout their membership. This position focuses on proactive outreach, building relationships, and delivering measurable value to improve member engagement and retention.

The ideal candidate is a relationship-driven professional with a proven understanding of the local business environment. A commitment to the Chamber's mission, as well as professionalism, diplomacy, emotional intelligence, and the ability to collaborate effectively with team members, is essential.

Primary Responsibilities:

• Develop and execute 3-month, 6-month, and 9-month follow-up plans to ensure new members are engaged. Work closely with Director of Membership to ensure consistent member touchpoints.
• Assist with new member onboarding by sending welcome emails, USPS mailed packets, and adding contacts into appropriate lists for future contact.
• Assist Director of Membership and Director of Marketing with coordination of New Member Orientation sessions.
• Create personalized engagement plans for Supporter and Investor level members based on their industry, goals, and priorities.
• Monitor membership renewal dates and contact renewing members 6 months into their membership cycle. Adjust engagement strategies as needed.
• Initiate all member renewal thank you cards, gifts, etc.
• Maintain accurate records in the membership database (CRM) to track engagement and retention metrics.
• Maintain accurate records of member benefits – ad and event credits, etc. Conduct "reminder" calls to members about their ad and event credit balances.
• Maintain the advertising placement schedules for all chamber ad opportunities and obtain scheduled ads from members.
• Track member engagement in events, programs, and committees helping to achieve a goal of at least 75% of new members engaged in two or more chamber activities within their first 6 months.
• Identify "at risk" members early through participation data and personal outreach.
• Encourage member-to-member networking and business referrals. Foster connections between members and community partners.
• Act as a guide to help members navigate Chamber resources and connect with the right contacts.
• Attend chamber events (especially signature events) to strengthen relationships.

Secondary Responsibilities:

• Assist Director of Membership with new member welcome calls and scheduling one-on-one onboarding meetings to review benefits and opportunities.
• Assist Director of Membership with facilitating member to member introductions.
• Assist staff with member satisfaction surveys – developing questions, gathering results, and reporting results to staff.
• Prepare quarterly reports on engagement trends, retention rates, and at-risk member categories.
• Share member success stories with Director of Marketing to be used in chamber communications.
• Assist Director of Marketing with compilation of lists and data for the production of the annual membership directory.

Membership Engagement Goals in cooperation with Director of Membership:

• Increase first-year renewal rate for new members.
• Increase average member participation in events/programs by 15%.
• Achieve 90%+ satisfaction rating on "value of membership."
• Provide information to staff on top 3 recurring member feedback themes each quarter.
• Deliver personalized chamber value/ROI reports to renewing members before invoicing.

Qualifications:

• Bachelor's degree in business, communications, marketing, or related field preferred.
• Minimum of 2-3 years in customer service, client success, or account management role.
• Exceptional interpersonal and communication skills.
• Strong organizational skills and attention to detail.
• Proficiency with CRM systems and Microsoft Office Suite.

Equipment:

The Membership Engagement Specialist will be provided with essential office equipment, including a computer, desk, telephone, and standard supplies, and will be expected to proficiently use Microsoft Office, MS Outlook, and database management software (with training provided as needed). Strong and proven organizational skills and accurate, timely record-keeping are essential for success in this role. The candidate must provide their own transportation and be available for occasional evening commitments related to member functions, events, and regional activities representing the Chamber.

All interested should submit cover letter and resume to Nick Ciaglia – Director of Membership

Job Type: Full-time

Pay: $42, $52,000.00 per year

Benefits:

• Paid time off

Work Location: In person