Reports To: Senior Director – Chapters, Members & University Relations
Under the direction of the Senior Director of Chapters, Member, & University Relations, the Member Services Specialist will support the operational and strategic management of membership acquisition and retention. This involves organizing membership campaigns, coordinating the member enrollment and onboarding process, and maintaining the membership database. Member Services is the “first point of contact” for members and prospective members, therefore, the Member Services Specialist will ensure excellent customer service and exclusive access to value-added members-only benefits and services.
Membership Operations & Customer Service
Maintain membership area of the headquarters website, including membership enrollment form, membership FAQ, member benefits page, and all components of the member portal.
Provide monthly reporting of membership levels and progress towards revenue targets.
Maintain and respond to member emails.
Maintain established customer service guidelines (respond to phone and e-mail inquiries same day by close of business; or no more than 24 hours.
Process membership payments, refunds/cancellations, upgrades, and bulk memberships.
Maintain membership database, record storage and filing system.
Provide technical assistance to chapter officers who require assistance accessing and navigating the Chapter Dashboard’s reporting and member enrollment features.
Work with National Membership Manager to coordinate and implement membership acquisition and retention initiatives.
Work with National Membership Manager to coordinate and implement membership campaigns and communications (website, eBlasts, membership inbox, etc.) in conjunction with Marketing Department.
Design and produce membership collateral (for prospective members) in conjunction with Marketing Department.
Develop and implement new member onboarding process in conjunction with Chapter Membership Chairs.
Oversee membership/information booth at job fairs, meetings & Annual Conference.
Coordinate and co-facilitate monthly Membership Chair calls with local Chapter Committee Chair.
Membership Retention & Engagement
Maintain and process member benefits.
Conduct quarterly review of Member Benefit program to ensure value, effectiveness and relevance to target member demographic; identify new member benefit opportunities.
Promote industry-specific programming and chapter events to segmented membership groups.
Member & Chapter Programming
Assist in development and execution of Annual Membership Meeting.
Other duties as assigned.
Must ensure confidentiality and sensitivity of information.
Must be a team player and self-starter with a positive attitude.
Must be extremely detail-oriented, precise, organized and able to work independently.
Ability to engage in cross-functional operations and activities with all organizational departments.
At a minimum, a bachelor’s degree from a four (4) year college or university and three to five years related experience in a professional environment.
Proficient in MS Office Applications (PowerPoint, Word, Excel, Outlook, SharePoint), Internet savvy, Database Management and Data Entry.
Experience working collaboratively on large-scale projects.
Demonstrated ability to work effectively with and gain the respect and support of varied and changing constituencies.
Commitment to the mission and work of the NBMBAA® with the credibility and persuasiveness to convince others to support the organization.
NBMBAA® offers a competitive industry compensation and benefits package.
For immediate consideration, interested candidates should send a current resume to: Email: email@example.com Subject Line: Specialist, Member Services Info: www.nbmbaa.org
Organization Overview: Founded in 1970, The National Black MBA Association® is one of the largest diversity and inclusion professional development organizations in the United States. With 49 local chapters around the country and 16,000 members, NBMBAA® is dedicated to lead in the creation of educational, wealth building and growth opportunities for those historically underrepresented throughout their careers as students, entrepreneurs and professionals. Headquartered in Atlanta, GA, NBMBAA® hosts the largest career expo for MBAs in the country.