Member Services Manager

To Apply: Send a resume and cover letter via email to admin@simpsonvillechamber.com.

Hours: Monday-Thursday 9:00am-4:00pm, Friday 9:00am-1:00pm, and various chamber events
FLSA Status: Full-time / Exempt
Compensation: Base salary plus commission
Reports To: President / CEO
Date Issued: January 2025
 
POSITION SUMMARY:
The Member Services Manager is responsible for ensuring the continuous and steady growth of the Chamber’s membership by building and maintaining a comprehensive and aggressive membership recruitment, retention, and service program. He/she is responsible for achieving membership recruitment and retention goals as mutually agreed with the President/CEO and Board of Directors. In addition, he/she is responsible for providing leadership and staff support in the chamber’s membership recruitment and retention efforts and in the development and implementation of programs and services to assist members of the chamber.
 
ESSENTIAL JOB FUNCTIONS: Include but not limited to:
 

1. Membership Recruitment

1. Pro-actively initiates contact with prospective member businesses.
2. Promptly and effectively responds to businesses and other employers inquiring about membership in the Chamber.
3. Actively seeks membership prospects and develops and maintains a comprehensive and accurate database of prospective members.
4. Encourages ongoing and consistent involvement in the member recruitment effort by the Board of Directors, Ambassadors, and other chamber volunteers.
5. Ensures the timely preparation and accuracy of Membership Reports and Aging Reports for presentation and review by President/CEO, Executive Committee, and Board of Directors.
6. With the assistance of President/CEO, develops promotional brochures and materials for use in marketing the Chamber to prospective members. Ensures at all times the availability of adequate supplies of these materials, membership applications, and other necessary membership-related publications.
7. Works with other chamber of commerce colleagues and regional and state organizations, continuously seeks new and improved approaches for enhancing the Chamber’s membership recruitment efforts.

2. Membership Retention

1. Directs and aggressive member retention program aimed at ensuring the achievement of the goals mutually established with the President/CEO and Board of Directors.
2. Identifies at-risk members and develops strategies and implements a plan to reduce loss of membership.
3. Develops, coordinates, and maintains a comprehensive member relations, service, and retention program and explores, researches, and implements best retention practices within the chamber industry.
4. Working with the President/CEO and other Chamber staff, helps to identify and develop programs, services, and benefits that will create additional value for current and prospective members.
5. Ensures the timely invoicing of all membership accounts and, using the established multi-step billing and contact process, secures retention of the highest number of current member accounts possible.
6. Contacts on a timely basis, and works with, current members whose accounts are past due or who have indicated they do not wish to renew their membership, with an emphasis on encouraging renewal.
7. Coordinates regularly scheduled retention calls and visits.
8. Schedules, coordinate, and presents New Member Orientations to ensure new members understand the Chamber mission and services.
9. Provides professional staff support and leadership to the Ambassador Committee, works to recruit Ambassadors to serve on committee, assist as greeters and other volunteer roles at Chamber events.
10. Ensures new membership packets are distributed in conjunction with Administrative Manager.
11. Assists in reviewing new and existing group benefits (affinity) programs to ensure that they are providing value to the Chamber’s members, thus leading to increased satisfaction and retention.
12. Consults with other chamber of commerce colleagues and regional and state organizations, continuously seeks new and improved approaches for enhancing the Chamber’s membership retention efforts.

1. Planning / Organization: Prioritizes and plans work activities; uses time efficiently; plans for additional resources; develops realistic action plans; leverages tools to manage workflow and reprioritizes accordingly.

2. Sales and Marketing: Proven ability to achieve a high level of success signing on new members and retaining current members; meet and exceed membership targets; develop new members and manage relationships with key members; strong creative, strategic, analytical, organizational and personal sales skills with demonstrated skills in the design and execution of marketing and communication activities.

3. Customer Service Orientation: Manages difficult or emotional situations with internal and external stakeholders; responds promptly to customer needs; responds to request for service and assistance; maintains and communicates a positive “can do” attitude with internal and external stakeholders.

4. Service and Team Management: understands the needs and wants of the organization, customers, co-workers and supervisors in order to provide accurate, complete and timely service and to further the mission, values and goals of the organization; motivates and inspires a team of volunteers, leads by example, manages and resolves conflict, builds relationships within and outside the team, delegates appropriately, demonstrates team organization and governance.

5. Oral & Written Communication: Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information. 

6. Dependability: Follows instructions; responds to management direction; takes responsibility for own actions; keeps commitments.

7. Initiative: Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed. 

1. Minimum Required Education & Experience:
   • High School Diploma or GED required.
   • 2+ years of clerical or administrative experience.

2. Preferred Education & Experience:
   • Associates or Bachelor Degree
   • 2+ years of sales or customer service experience. 

3. Computer Skills: Proficient in Mac OS and standard computer software programs (Word, Excel, Power Point, database software, etc.). Desire to learn new programs specific to Chamber.

1. GENERAL WORKING HOURS: 
   • This position will be considered full-time including 32+ hours per week.
   • Office hours can change on a week to week basis but generally will be between 9 am and 4pm Monday through Thursday and 9am to 1pm on Fridays.
   • Due to special events and programming the employee may be required to work outside of regular business hours on occasion.

2. WORKING FROM HOME: 
   • Most essential functions of this job cannot be completed working from home.

3. TRAVEL: 
   • May be required to travel occasionally to purchase items, to attend a training, or go to the post office as needed. Mileage reimbursements are available.
   • Must have reliable transportation and a valid driver’s license.

4. PHYSICAL REQUIREMENTS:

1.  The physical activity for the EMPLOYEE is: 
   1. Reaching. Extending hand(s) and arm(s) in any direction.
   2. Walking. Moving about on foot to accomplish tasks, and has an ability to navigate from one location to another. 
   3. Lifting. Must raise objects from a lower to a higher position or move objects horizontally from position to-to-position.
   4. Feeling. Must be able to perceive attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips. Assesses potential safety threats, such as by exposure to chemicals and heat from malfunctioning equipment. 
   5. Talking and hearing. Able to express and exchange ideas by means of the spoken word. Ability to receive detailed information through oral communication and to make the discrimination in sound. 
   6. Repetitive motions. Substantial movements (motions) of the wrist, hands, and and/or fingers. 

2.  Physical requirements for the EMPLOYEE are: 
3. Light work: Exerting up to 50 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary work (10lbs) and the worker sits most of the time, the job is rated for Light Work.

3.  The visual acuity requirements for the EMPLOYEE (including color, depth perception and field vision) are:
4. Required to have close visual acuity to perform an activity such as preparing and analyzing data and figures, transcribing, viewing a computer terminal; extensive reading; visual inspection to determine the accuracy, neatness, and thoroughness of the work. 

4. The EMPLOYEE will be subject to the following conditions in this position:
5. The worker is subject to inside environmental conditions and not substantially exposed to adverse environmental conditions. Some events occur outside and may be subject to adverse weather on occasion.