Membership Success Manager

Membership Success Manager (Remote)

(Part-time, 20-30 hours/week, $25-30/hour - depending on experience)

About Client

They are a membership network of women in digital who give each other the inside track. Our mission is to accelerate the advancement of women in digital fields through meaningful connections, actionable education, and curated professional development opportunities. With a 95%+ retention rate, the community thrives on authentic relationships and peer-to-peer support.

About the Role

As Membership Success Manager, you'll be the primary liaison between our organization and members, ensuring an inclusive, collaborative, and positive membership experience. This role reports directly to the CEO and Chief Empowerment Officer and provides a flexible, safe, and inclusive work environment.

Schedule & Availability

1. Flexible remote work hours but must be reachable between 9 AM - 5 PM ET
2. Weekly HQ team standing meeting
3. Monthly evening National Ambassador team meeting
4. Annual National Conference attendance is required (in Cincinnati, Ohio)
5. Monthly Masterclass attendance

Required Experience

1. 2-3 years of experience in membership management, community engagement, or a similar role
2. Demonstrated success in customer service and relationship management
3. Experience with analytics and reporting tools

Key Responsibilities

Member Engagement & Retention

1. Drive member engagement through proactive outreach and relationship-building
2. Develop and implement retention strategies
3. Monitor member satisfaction and engagement metrics
4. Identify and address member needs to ensure long-term retention
5. Create and maintain engaging member communications

Analytics & Reporting

1. Manage and maintain dashboards for website analytics
2. Track and report on social media metrics
3. Monitor membership statistics and retention rates
4. Create and analyze event performance reports
5. Track and report on event expenses and ROI
6. Provide regular insights and recommendations based on data analysis

Member Management & Support

1. Manage member relationships through Members365 CRM
2. Provide exceptional customer service and timely support
3. Respond professionally to member and sponsor inquiries via email and Slack
4. Support and maintain backend systems using Zapier automation
5. Perform weekly manual data migration tasks

Event Management

1. Coordinate and support event planning initiatives
2. Assist with event logistics and execution
3. Manage event-related member communications
4. Support virtual and in-person event operations

Technical & Administrative

1. Execute weekly WordPress website updates for events
2. Create and optimize workflows for new products and services
3. Manage membership types and peer groups
4. Provide administrative and technical support to CEO and City Ambassadors
5. Coordinate sponsor and partner deliverables

Required Skills & Qualifications

Technical Requirements & Proficiencies

1. Personal laptop required
2. Reliable high-speed internet connection
3. WordPress content management
4. Eventbrite event platform
5. MailChimp email marketing
6. Canva design tools
7. Asana project management
8. Google Workspace
9. Google Analytics and other analytics platforms
10. Zoom
11. Members365 CRM
12. Experience with data visualization and reporting tools

Core Competencies

1. Outstanding written and verbal communication skills
2. Natural leadership abilities with a community-focused mindset
3. Proven track record of customer service excellence
4. Strong attention to detail and organizational skills
5. Ability to work effectively with diverse personality types
6. Proactive problem-solving approach
7. Positive, encouraging attitude
8. Data-driven decision making

Personal Qualities

1. Self-motivated and proactive
2. Excellent interpersonal skills
3. Strong community leadership mindset
4. Collaborative team player
5. Detail-oriented and organized
6. Upbeat and encouraging personality

Performance Metrics & Success Indicators

Member Engagement & Retention

1. Maintain 95%+ membership retention rate
2. 50% member participation in events/programs annually
3. 12-hour response time to member inquiries (during business hours)
4. 90% member satisfaction rating

Technical & Administrative

1. Weekly analytics dashboard updates via Google Sheets/Dashboards
2. Monthly metrics reporting to Ambassadors
3. 100% new member onboarding completion within 7 days
4. One quarterly innovation/improvement initiative implemented

Growth Opportunities

This role offers potential expansion into:

1. Social media management
2. Marketing strategy and execution
3. Graphic design projects
4. Additional marketing initiatives

The ideal candidate will combine technical proficiency with exceptional people skills to maintain our high membership satisfaction and retention rates while contributing to our community's growth and success.