Member Success & Engagement Manager; Remote

Position Summary

The Manager, Member Success & Engagement, is responsible for overseeing the full membership lifecycle from recruitment and onboarding to ongoing engagement, retention, and renewal. This role plays a vital part in expanding HFA’s membership base while ensuring every member receives maximum value from their participation.

The Manager will identify and recruit prospective members, guide new members through a seamless onboarding experience, and build lasting relationships that foster engagement and renewal. This includes scheduling in-depth meetings to review membership benefits, conducting discovery discussions to understand member needs, and connecting members with the most relevant industry partners and resources available through HFA.

The ideal candidate is a relationship-driven professional with strong sales acumen, excellent communication skills, and a genuine passion for helping retail members succeed through HFA’s advocacy, programs, and community. The manager should embody the HFA company core values of high emotional intelligence, initiative, communication, accountability, and curiosity.

Manager responsibilities include new member recruitment and onboarding (30%), member support (25%), engagement and retention (30%), and other duties as assigned (15%).

• Responsible for new member recruitment, engagement, and retention for assigned US territory
• Build and maintain strong, loyal relationships with prospects, new members, and existing retail members, effectively positioning HFA membership as an essential asset to their business success
• Proactively and reactively engage with HFA retail members to understand business needs, challenges, and concerns and align them with the available HFA resources to solve them
• Schedule and conduct an average of 1-2 in-depth meetings per day with members to review their membership, provide strategic and tactical recommendations, and ensure they are informed about the latest HFA benefits and opportunities
• Drive membership growth and retention by identifying opportunities for members to leverage HFA programs and partner services, maximizing their value and engagement
• Stay informed on all current membership benefits, programs and offerings
• Identify gaps in association benefits and provide feedback on opportunities for improvement
• Actively participate in Member Services team strategy discussions, meetings and training sessions
• Maintain detailed documentation of all activities, contacts, and communications in CRM (Microsoft Dynamics with Protech) by HFA standards
• Meet department and individual KPIs and goals, including new member and retention goals
• Serve as a project contributor to support other association initiatives, as required
• Travel to and attend up to 4 major industry markets each year and other events, as required

• Aptitude for high-level customer service and relationship building
• Accountability and personal organization are essential
• Positive, flexible, can-do attitude with the desire to consistently improve
• Highly credible, honest, and professional
• High energy and enthusiasm for the industry
• Strategic and analytical approach to job functions
• Ability to prioritize projects and meet deadlines
• Excellent written and verbal communication skills
• Proven ability to work with others to achieve team and individual goals
• Open to receiving, implementing, and providing honest and constructive feedback
• Proficient use of software programs (Microsoft Office, , Google Suite, Internet, Zoom, CRM, Project Management Software)
• Have a clear understanding and ability to maintain appropriate confidentiality
• Be available to work the appropriate hours required to service members coast-to-coast

• Remote position but must be able to follow business hours that meet the organization's needs
• Prolonged periods of sitting at a desk and working on a computer
• Approximately five weeks of travel per year
• Must be able to lift and carry up to 20 pounds

• 3+ years in a consultative/account management role
• Successful experience in phone and in-person relationship building
• Proficiency in CRM and project management software preferred
• Association experience preferred