Member Services Manager

Reports to: Senior Director of Member Relations

Status: Exempt

The Member Services Manager contributes to the success of the Indy Chamber by increasing the retention rate via meeting virtually with members to enhance engagement, assisting members with website portal utilization & navigation, and managing the 2 months past due outreach to renew members before they are cancelled. The Member Services Manager will maximize member retention by performing the following:

• Help lead the 2-year membership engagement journey to maximize membership renewals. This includes utilizing Salesforce and Sales Loft to track activity and to capture feedback from surveys.
• Meet with members virtually to help with the utilization of benefits and to assist with website portal navigation.
• Contact all past due members (email and phone), send renewal invoices as requested, and record on tracking sheet in Salesforce. This includes processing payments online.
• Serve as liaison with the finance team for membership renewals.
• Manage the cancellation list and send to finance at the end of each month.
• Keep Salesforce current with member information
• Run reports in Salesforce as requested/needed
• Send “Thank you for renewing” emails on monthly basis (include all attachments & links.)
• Working knowledge of Chamber Care Health Alliance (SIHO) members and brokers.
• Assist with new member application activation.
• Process member exit surveys.
• Other duties as requested by Senior Director.

• Program Management
• Meet or exceed retention goals
• Manage monthly systems for retention activities
• Chamber Representative
• Positive and productive relationship with all Chamber staff and members

• Proficiency with Salesforce
• Proficiency with Sales Loft is a bonus
• A.A./A.S. in business, communications, marketing, or a related discipline; B.A./B.S. preferred.
• 2-3 years customer service experience preferred.
• Demonstrates strong verbal, written, and e-mail communication skills
• Demonstrates effective interpersonal skills; must be able to effectively communicate with a variety of individuals with diverse backgrounds, education, economic levels, and roles within an organization
• Demonstrate customer service orientation with both internal and external customers
• Proactive in anticipating and alerting others to problems with projects or processes
• Takes initiative and needs little supervision
• Able to prioritize, organize tasks and time, and follow up
• Works well in a team environment and as part of a team
• Proficient in basic computer skills, i.e. Microsoft Word, Excel, Internet usage (e-mail)
• Demonstrated familiarity with the Greater Indianapolis area, significant companies, and individuals of influence and leadership