MEMBERSHIP SERVICES MANAGER
- Experience Level
Technology Association of Georgia (TAG) is seeking an energetic, customer-service oriented person for this strategic role in the care and feeding of TAG’s membership, to assure value is garnered and renewal occurs. This position seeks to learn and implement ways TAG can serve the technology community, with refined benefits, first-class experiences and top-level content.
The role of the Membership Services Manager
Employee engagement at all levels, is the primary way members determine value of TAG membership.
Member Relationships – Build trust with members by listening and responding to their needs. and
Timely reaction to members inquiries and questions pertaining to their member benefits or engagement opportunities, by facilitating connections to other staff or society chairs and/or providing direction and assistance.
Member Orientations/Assimilations – The first step to corporate members’ employees knowledgeable about TAG offerings and engagement opportunities. Develop a formal on-boarding process that can be easily individualized for member needs. Scheduling, content development and execution for new and existing members to assure understanding and engagement.
Membership Tools – Recognizing there are common elements to highly engaged corporate members, create and implement Membership QuickStart Guide/New Member Toolkit and Membership Engagement Plan for corporate members.
Society Management – As TAG’s number on pathway to engagement for our members, maintain comprehensive knowledge of societies, their “scorecard”, and, working with TAG’s manager of societies, recommend new and existing members for opportunities on society boards.
In addition, main staff liaison for two societies. (Supply Chain and Data Science & Analytics) and Young Professionals. Attending meetings/events, answering questions, assuring high performance in fundraising, content development and member engagement.
Member Benefit Development – Attain member feedback and usage analysis to continue to build a better membership product that fulfills the needs of TAG’s members.
Keeping members informed and utilizing promotional benefits is important for both TAG and its members’ awareness and branding. As TAG’s marketing and communications evolves, the following tasks will take close coordination with and direction from TAG’s marketing and communications leader.
Monthly Membership Newsletter – Engaging with members daily provides unique insights on the needs of our membership. Everything from content creation to direct delivery to our membership community and key leadership. Also responsible for working directly with our Newsletter Sponsor on content deliverables.
Digital Management & Recordings - Scheduling, content and recording of membership sessions - 5 Questions with. These must be coordinated with the experience team and approved in advance.
Social Media & Postings – Creation of plan and implementation of this under-utilized member benefit. Working with TAG’s marketing manager to best promote members, in addition to growing TAG’s presence through members.
It is critical to utilize TAG’s tools to assure efficiency and continued growth. As a GrowthZone Expert User, identify best ways to use its functionality.
Membership Billing – Responsible for the creation/updating monthly invoices sent out TAG members to assure timely payment. These invoices have several different iterations, including, 30 60, 90 days out and 30, 60, 90 days past due.
Data Management – Assisting internal and external clients to guarantee accurate data and reporting. Work with corporate member TAG Champions, providing important information on their employee engagement. Also, work with internal staff to provide reports and analysis to develop strategy and plans.
Process – Automation and templates to streamline work, provide consistent branding and assure members are served in a timely manner, allowing TAG staff to work smarter, not harder.
Staff Training/Development - Attend various GZ trainings and streamline the information downward to the respective departments within the organization.
This position requires a person with these five characteristics.
- Someone that is passionate about customer service that promote successful outcomes,
- A well-organized person that is comfortable in a dynamic multi-tasking environment with a wide range of administrative and tactical duties,
- Manage detailed record keeping requiring extensive computer knowledge and office skills, including proficiency in the use of MS Outlook, calendar and email, MS Word, and MS Excel, and the ability to learn the membership database and task management system
- The ability to interact and communicate (verbal & written) well with diverse audiences,
- An individual that is a self-starter and enjoys working in a small, fun, “Whatever it takes” environment.
Minimum 2 years customer service, in a membership organization is a plus
Bachelor’s Degree preferred
Willing to work flexible hours including evenings and some weekends