Member Engagement Specialist

This listing was posted on ApplicantPro.

Member Engagement Specialist

Location:

Washington, DC

Description:

The Executive Leadership Council is the preeminent member organization for the development of global black leaders. Comprised of more than 800 current and former corporate black CEOs, board members and senior executives at Fortune 1000 and Global 500 companies, entrepreneurs leading top-tier firms, and recognized thought leaders, we open channels of opportunity for the development of black executives to positively impact business and communities. POSITION OVERVIEW The Member Engagement Specialist will be responsible for developing and executing strategic member engagement initiatives and ensures the department runs smoothly by safeguarding the major communicatons channels by which our members reach out to the ELC. The Member Engagement Specialist is critical to meeting the demands of our membership base and is responsiblt for ensuring our members needs are responded to within a timely fashion. This role works closely with the VP and Program Managers within Member Services in addition to other cross functional teams within the ELC organization to manage needs, risks, issues, and asks that come from our membership constituents. The Member Engagement Specialist is knowledgeable of organizational trends and data to meet membership goals, raise brand awareness, grow new and existing client service models, engage members, and assist in business development. This role will need to have a detailed understanding of the ELC offerings as they work to improve the quality of programming through ongoing member feedback focusing on membership growth, retention, and customer service. Project Coordinator will be involved in the day-to-day management and operations within the department of Member Services. ESSENTIAL JOB FUNCTIONS & KEY OUTCOMES MEMBER ENGAGEMENT & ACCOUNT MANAGEMENT Work with VP of Member Services to develop, drive and implement project scope, goals and strategies Create & run reports through the ELC CRM system to evaluate membership trends and data critical to department and organizational success Acts as the single point of contact (SPOC) for all ELC members regularly solicit member input regarding their overall experience and relevant governance content Advance all ELC members lifecycle beginning with onboarding of new members to ensure that they are fully aware of all member offerings and continuing with regular check-ins with ELC members via multiple channels of communication (digital, verbal & written) Assist with the developing of resources and communications to support member engagement opportunities Drive member retention, recruitment and revenue by customizing individual and group membership offerings Identify and assess customers' needs to achieve satisfaction Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution PROJECT & ADMINISTRATIVE MANAGEMENT Support the day-to-day operations of the membership program, including but not limited to, tracking membership agreements, CRM database management, customer invoicing. Provide logistical and administrative support to PM and project team including, but not limited: planning & scheduling of meetings, dissemination of member communications, resource & equipment procurement, contracting, ect. Establish partnerships cross-functionally as necessary to ensure program & department success Work with project team(s) to track meeting minutes, action items, critical decisions and clarifications to verify that the information is accurate and assigned properly Setup and streamline membership reporting process to ensure an accurate overview of the membership management Assist with the development and maintenance of project documentations, systems, and procedures such as, but not limited: Project Charters, Project Plans, Issues & Risk Registers, Action Plans & Items, Meeting Minutes, Status Reports, etc. Leverage the digital platform to drive local community within membership GENERAL DUTIES Exceptional written, oral, and interpersonal skills with the ability to manage communications & deliverables for all key stakeholders Creative thinker with exceptional problem solving and analytical skills Contribute to a dynamic team environment with a focus on collaboration and continuous learning Results driven and detail-oriented problem solver that is both dependable and an excellent communicator Establish partnerships cross-functionally as necessary to ensure project & department success Highly organized & detail-oriented with the acute understanding of prioritization with the ability to manage multiple priorities and meet deadlines in a demanding, fast-paced environment Perform other duties and responsibilities as required or assigned EDUCATION, EXPERIENCE & CREDENTIALS Bachelor's Degree in Business Administration, Project Management, or another relevant academic discipline required Minimum of 3 years progressive relative professional work experience in project management/coordination, customer or member services, or in a similar work environment PMP or an accredited professional project management certification (Preferred) COMPETENCIES • Mission Alignment & Awareness: Has a passion for and commitment to opening channels of opportunity for the development of Black professionals to positively impact business and local communities; contributes to the organization by understanding and aligning actions with the organization's goals, core functions, and values. • Communications Knowledge: Practices effective communication based on approaches that demonstrate results; delivers relevant and targeted communication aligned with business and audience needs; uses primary and secondary research to inform communications plans; understands business functions in alignment with organizational priorities and audience needs and preferences; networks with internal and external stakeholders; understands the relationship between various communication channels and understands when and how to use a variety of channels; creates clear, consistent, creative, and compelling content. • Planning & Results Orientation: Organizes and executes work to meet organizational goals and objectives while meeting quality standards and following organizational processes; ensures individual performance does not negatively impact the performance of others; recommends additional resources that would improve effectiveness and helps others access required resources; identifies opportunities to improve work processes and efficiency; contributes to setting work priorities and direction; identifies in advance when intended results may not be achieved; takes initiative; is not satisfied with the status quo. • Teamwork & Collaboration: Works well cross functionally and with others on the team to achieve personal goals, team goals, and organizational goals; takes responsibility for individual actions in order to achieve consistent results; fosters team camaraderie, collaboration, and cohesion; understands the impact of one's actions on the ability of their team members to do their jobs; respects the differences other team members bring to the table by openly seeking others' opinions; makes suggestions to improve team engagement and effectiveness; supports implementation of team decisions; professionally gives and seeks feedback in order to achieve common goals. • Problem Solving & Decision-Making: Identifies problems and uses logical analysis to find information, understand causes, and evaluate and select best possible courses of action; seeks information and input to fully understand the cause of problems; takes action to remove obstacles and address problems before they impact performance and results; initiates the evaluation of possible solutions to problems; assesses risks before making a decision; does not take unnecessary risks; effectively navigates through ambiguity, using multiple data points to analyze issues and identify trends. • Creativity & Innovation: Thinks beyond the confines of traditional models to recognize opportunities and find new and better ways of doing things; questions common practice and contributes to improvement of processes and outputs; proposes novel ideas; utilizes appropriate brainstorming techniques to generate ideas; researches current thinking and shares ideas; explores different alternatives that would achieve a similar output, with the goal of achieving process simplification or efficiencies. • Resilience & Managing Uncertainty: Adjusts thinking and behavior in order to adapt to changes in the job and work environment with limited stress; is able to work effectively in an unstructured environment; actively promotes and advocates the advantages of changes when new and credible information emerges; acknowledges uncertainty and shares constructive coping strategies with team members. • Communication & Interpersonal Effectiveness: Effectively and appropriately interacts and communicates with others to build positive, constructive, professional relationships; tailors communication style and messages based on the audience; seeks to understand others' points of view, observes verbal and non-verbal cues to encourage open and honest discussions; uses clear, precise, and error-free language; invites and encourages others to participate in discussions; identifies and helps to resolve interpersonal conflict between team members; does not jump to conclusions or act on assumptions. • Customer Focus: Identifies, considers, prioritizes, and takes action on the needs of both internal and external customers; uses knowledge about the customer to inform decision making and problem solving; strives to provide additional value to the customer experience; actively solicits internal and customer feedback in order to improve the relationship; suggests ways to improve the customer experience. • Technology: Proficient with Microsoft productivity suite and other functional software relevant to area of responsibility, including , Microsoft Office Suite, Adobe Acrobat Suite, Project Management software (Asana, Microsoft Project, etc. ) WORKING CONDITIONS • Work is performed in an interior office setting which has no adverse environmental conditions expected. • Hybrid Role requiring travel up to 10% of the time • Work involves frequently sitting for extended periods of time, frequently talking or hearing, frequently operating a computer, and occasional light physical effort (lifting, pushing, pulling, carrying, etc.) objects weighing up to 25 lbs. • Work requires frequent ability to comprehend direction and adhere to policies or established procedures, ability to use logic to make sound decisions, ability to interpret and analyze data, ability to gather and organize information for a wide variety of audiences, ability to read and write a variety of materials, and ability to adapt well in the face of workplace stressors. The Executive Leadership Council is an Equal Opportunity Employer. It is our policy to ensure equal employment opportunity without discrimination or harassment based on an individual's race, color, religion, sex, national origin, disability, age, personal appearance, sexual orientation, gender identity or expression, marital status, family responsibilities, matriculation, political affiliation, genetic information, or any other protected characteristic as defined by federal, state, and local law Job Posted by ApplicantPro

Company:

The Executive Leadership Council

Posted:

December 26 2023 on ApplicantPro

Visit Our Partner Website

This listing was posted on another website. Click here to open: Go to ApplicantPro

Important Safety Tips

Always meet the employer in person.
Avoid sharing sensitive personal and financial information.
Avoid employment offers that require a deposit or investment.

To learn more, visit the Safety Center or click here to report this listing.

Member Engagement Specialist | Member Engagement Specialist in Customer Service Job at The Executi1

Member Engagement Specialist

Visit Our Partner Website