Membership Manager

Roles and responsibilities

The Membership Manager will be responsible for developing and implementing strategies to recruit, retain, and engage our members. This role requires strong communication skills, a strategic mindset, and a commitment to delivering exceptional member experiences.

Responsibilities:

Develop and execute membership recruitment and retention strategies.
Manage all aspects of the membership lifecycle, from onboarding to renewals.
Manage the membership database, ensuring accurate and up-to-date records.
Design and implement member engagement initiatives, events, and communications.
Analyze membership trends and provide insights to improve member satisfaction.
Collaborate with other departments to enhance member services and benefits.
Respond to member inquiries and resolve issues promptly.
Prepare reports and presentations on membership metrics and program effectiveness.
1. Membership Recruitment and Retention
Develop Recruitment Strategies: Create and implement effective strategies to attract new members, including advertising, promotional offers, and outreach programs.
Member Onboarding: Ensure a smooth onboarding process for new members, including providing necessary information, collecting required documentation, and offering orientations.
Member Retention: Develop and implement strategies to retain existing members, such as personalized outreach, loyalty programs, and special events that enhance member engagement and satisfaction.
Engagement Programs: Organize programs and events that keep members engaged, ensuring that they derive value from their membership and remain active participants.
2. Membership Services and Support
Member Inquiries: Handle inquiries from prospective and current members regarding membership benefits, fees, and services provided. Respond to concerns and resolve any issues in a timely and professional manner.
Customer Service Excellence: Provide exceptional customer service by addressing member complaints or concerns and ensuring that their experience is positive and satisfactory.
Member Benefits Management: Manage and communicate the benefits available to members, ensuring they are aware of exclusive privileges, discounts, and offers.
Membership Documentation: Maintain accurate records of all members, including membership status, payment history, and any relevant documentation.
3. Financial Management
Membership Fees: Oversee the collection of membership fees, ensuring timely payments and managing renewals and upgrades. This includes managing subscription plans or one-time payments.
Billing and Payments: Address any billing issues or discrepancies with members, ensuring clear communication regarding payment schedules and outstanding dues.
Budgeting: Work with the finance team to develop and manage the budget for membership activities, ensuring that resources are allocated efficiently to support recruitment, retention, and member services.

Desired candidate profile

preferably Arabic speaker
Experience in membership management or related field
Excellent organizational and multitasking skills.
Strong written and verbal communication abilities.
Familiarity with online membership platforms.
A passion for community building and member engagement.
Strategic Planning
Program Development: Continuously evaluate the membership program, identifying opportunities for new offerings, service enhancements, or different membership tiers.
Market Research: Conduct research on industry trends, competitor programs, and member preferences to ensure the organization’s membership offerings remain competitive and relevant.
Long-Term Planning: Work with senior leadership to develop long-term strategies for membership growth, engagement, and retention, setting measurable goals and KPIs.
Skills Required:
Strong Communication Skills: Ability to clearly communicate with members, management, and team members. This includes both written and verbal communication.
Customer Service Expertise: A focus on providing high-quality customer service to ensure that members feel valued and their needs are addressed promptly.
Sales and Marketing Skills: Strong understanding of marketing strategies and sales tactics, especially in the context of membership-based services.
Analytical Skills: Ability to analyze membership data, trends, and feedback to make informed decisions and improve the program.
Problem-Solving: Strong ability to resolve member issues, concerns, or complaints in a professional and timely manner.
Organizational Skills: Ability to manage multiple tasks, deadlines, and events simultaneously while keeping operations running smoothly.
Leadership and Management Skills: Capability to lead a team, motivate staff, and align departmental goals with organizational objectives.
Tech-Savvy: Familiarity with membership management software, CRM systems, and data analysis tools.