Membership Engagement Manager - Greater San Antonio Chamber of Commerce

Summary: The Greater San Antonio Chamber of Commerce is seeking a dynamic Member Engagement Manager to oversee our diverse membership base of over 1,650 clients while developing and executing strategies to maintain existing member relationships, maximizing their engagement with the Chamber's programs and services, and minimizing member churn by proactively identifying and addressing their needs, ultimately driving high retention rates and fostering a strong sense of community within the membership base. This pivotal role will also focus on managing member accounts to ensure accurate billing and record management are up to date.

Key Responsibilities:

Membership Oversight:

• Manage and engage with a membership portfolio of over 1,650 members, ensuring high levels of satisfaction and retention.
• Sustain communication and engagement with current legacy members, fostering lasting relationships.
• Develop and implement strategies to recover and re-engage members identified on the 120/90/60 list, focusing on overdue accounts and renewing dropped legacy accounts.

Event Management:

• Coordinate and manage events and milestone ceremonies for legacy members, including organizing speaking engagements with Chamber staff and the Ambassador Committee.
• Collaborate with the VP of Member Experience Manager to plan and execute membership events and luncheons.
• Oversee ribbon-cutting logistics for legacy members, acting as the main point of contact for companies and coordinating all related activities.

CRM System Management:

• Efficiently utilize Growthzone, the Chamber’s membership CRM, to manage member profiles, employee rosters, and marketing communications.
• Generate reports to support sales activities and provide insights into member engagement and retention.

Administrative Duties:

• Review member applications, manage billing records, and ensure timely collection of outstanding revenue.
• Handle inquiries directed to the Chamber, providing information for visitors and assisting with relocation guides.
• Support finance-related duties such as processing checks and tracking monthly payments.

Reporting:

• Provide weekly progress reports to the President, Senior VP of Administration and Operations, and VP of Membership regarding member engagement, pending accounts, and renewed memberships.
• Achieve daily contact goals, making a minimum of 30 calls/contacts or 150 activities weekly, adjusting for time off or event support as necessary.

Additional Responsibilities:

• Conduct research to resolve discrepancies related to payments and invoices.
• Assist with office and event setup and breakdown to ensure smooth operations.

Qualifications:

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• Proven experience in membership engagement, sales, or customer service roles, preferably in a non-profit or chamber of commerce environment.
• Strong communication and interpersonal skills, with a warm and professional demeanor.
• Proficiency in GrowthZone or similar CRM systems, with a demonstrated ability to learn new software quickly.
• Excellent organizational skills and attention to detail.