Member Experience & Services - New Career Bootcamp

Here are sample job advertisements for Member Services related roles…

Director of Member Engagement

Committee of 100 – New York, NY 10003 (Flatiron District area)

$75,000 – $100,000 a year

The Committee of 100 (C100) is seeking a Director of Member Engagement for a full-time position. The main charge of the Director of Member Engagement is to curate our members’ experience within C100. This means identifying opportunities for engagement between members. The role will be focused on strategy, visioning, relationship-building as well as execution of programming.

The ideal candidate will have 3-5 years of work experience in a membership organization, such as AIPAC, USCBC, etc.

Key Responsibilities:

Coordinate with regional heads to create programs with a regional focus to increase member engagement and strengthen member relationship with C100

Maximize participation in and satisfaction with C100 programs, events, and activities

Ensure member voices are fully integrated in, and member participation is maximized across, all streams of C100 work (including programs, communications, external affairs)

Work with members to identify opportunities to amplify members’ work internally and externally

Qualifications:

Strong commitment to vision, mission, and values of C100

A bachelor’s degree and at least 3 years of work experience in a membership organization

Self-starter with significant initiative, intuition, autonomy, and drive; able to work independently with little need for close management

Personable, relatable, and relationship-oriented—works well with all types of people

Thoughtful and insightful—ability to anticipate, appreciate, and reconcile diverse perspectives

Flexible and dynamic—can adapt and iterate to changing or ambiguous circumstances smoothly

Keen attention to detail and ability to produce consistently high-quality work

Job Type: Full-time

Salary: $75,000.00 to $100,000.00 /year

Education:

Bachelor’s (Required)

Member Experience & Loyalty Manager

MetroPlus Health Plan – New York, NY

$90,000 – $115,000 a year

Marketing Statement

MetroPlus Health Plan provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly-owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlus’ network includes over 27,000 primary care providers, specialists and participating clinics. For more than 30 years, MetroPlus has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life.

Position Overview

The primary function of the Member Experience & Loyalty Manager is to provide leadership in developing, implementing, monitoring and coordinating quality improvement initiatives that support the goal of improving CAHPS measures across all lines of business. This position will work directly and collaboratively across all MetroPlus departments and with Provider Groups/Facilities to achieve Plan goals for improving CAHPS measures. This position will serve as the subject matter expert for CAHPS.

Job Description

Lead the development of root cause analysis, interventions and action plans, project planning, tracking and outcome summary reports.
Monitor and analyze CAHPS outcomes to ensure goals, objectives, outcomes are met.
Monitor for adverse trends, recommend modifications and corrective actions. Develops interim data collection mechanisms to track performance.
Ensure focus on measures that are important for achieving/maximizing quality incentive programs established by regulatory bodies including but not limited to CMS, NYS DOH, etc.
Communicate CAHPS interventions and results to external entities in accordance with applicable program objectives, policies and procedures.
Lead and coordinate CAHPS specific meetings with key stakeholders (internal and external business partners) with regular frequency to achieve CAHPS goals.
Provide reporting to Medicare Stars Director and/or health plan leadership on progress of overall CAHPS performance.
Lead and/or participate in external activities, work group or committees promoting CAHPS goals.
Participate in relevant committees and work groups; make presentations, prepare reports, data or other materials for committee presentation.
Assist in the maintenance of contract to administer the CAHPS project.
Particpate in special projects as needed

Minimum Qualifications

Master’s Degree in Healthcare Administration, Public Health or any analytical field including Applied Mathematics and Statistics, Finance, Health Care Management or related field.
Five to eight years’ managed care experience, two to three years’ experience in any analytic field.
Understanding of CAHPS measures and knowledge of HEDIS, QARR, Star reporting processes strongly preferred
Knowledge of quality improvement activities such as PDSA preferred.
Must have strong working knowledge of Microsoft Office applications including Word, Excel, Access and PowerPoint.
Experience with relational databases applications (MS Access, SAS, R) strongly preferred. Ability to lead others on large scale, complex, highly visible projects.
Solid analytical skills paired with strong attention to detail. Uses rigorous logic and methods to solve difficult problems with effective solutions.

Professional Competencies

Integrity and Trust
Customer Focus
Functional/Technical skills
Written/Oral Communication

Director of Member Experience and Success

New York, NY

Commission Overview: IVY unites rising leaders and introduces them to the most inspiring people, ideas, and experiences in the world. Over the last three years, we’ve built a dynamic team of 100 rock-stars and established IVY as the leading community of entrepreneurs, artists, and innovators in the USA. IVY currently has 20,000 members and 300,000 supporters, with seven chapters across New York City, Los Angeles, San Francisco, Chicago, Washington DC, Boston, and Miami (with plans to expand across 50 global cities). We host more than 1,000 experiences per year to bring our curriculum to life, including dinner and seminars with leading thinkers, art immersions, film screenings, global trips, and social impact activities. Led by two Harvard Business School graduates, we are backed by a renowned group of investors, including early investors in Facebook, Spotify, and Uber, as well as serial entrepreneurs with numerous successful exits.

We believe everyone has limitless potential, and our vision is for IVY to be the catalyst for achieving unprecedented human unity, progress, and fulfillment. Our curriculum enables rising leaders to elevate the world through experiential learning and collaborations focused on entrepreneurship, arts, social impact, policy, wellness, science, and philosophy. In the coming years, we will transform every global city into an immersive lifelong campus that provides everyone with the ideas, experiences, and connections they need to make a lasting positive impact on the world. The inspiration for IVY was strongly influenced by our Founders’ experiences at institutions like Harvard Business School and the ways in which collegiate communities are able to accelerate ones’ social, professional, and intellectual development. We are obsessed with creating a global community that provides the same benefits throughout life.

Job Description: The Director of Member Experience and Success is the primary customer contact for IVY members and is responsible for creating a “wow” membership experience. The Director of Member Experience and Success will be responsible for day-to-day customer success activities spanning from the initial stages of onboarding to continued engagement and retention. The Director of Member Experience and Success will have an in-depth understanding of each customer’s overall membership goals and act as a consultant to determine how the various IVY opportunities and perks can meet their needs. The Director of Member Experience and Success will also partner with other IVY teams on initiatives that address customer needs.

You need to have a get-things-done attitude, enjoy building relationships, and be comfortable working in a fast-paced, crossfunctional environment. We are looking for someone who can create and push our customer success to new heights, as well as wear many hats within other areas of the company. It’s a plus if you have seen it before, but come in with a wish to build something fresh and amazing!

What You’ll Do: Develop and implement a process to drive membership engagement to ensure the company’s retention goals are met Create an effective implementation and training program to ensure the Community Management team is delivering a positive membership experience Institute KPIs and metrics to best measure customer success Identify and eliminate process inefficiency or team weak points that contribute to a reduction in the quality of the membership experience Ensure all community team members are providing exceptional membership care, an unmatched membership experience, and drive extreme value back to every IVY member Advise our cross-divisional teams on pain points and product features that may be useful Serve as a customer advocate while effectively collaborating with internal, cross-functional teams Understand our members’ aspirations, cultures and unique challenges and how each aligns with IVY’s ability to drive measurable value for our community Prepare accurate revenue forecasts and sales cycle reporting via Salesforce.com Assist in identifying revenue opportunities within the framework of the organization-wide strategy

What We’re Looking For: Bachelor’s degree is required 8+ years experience in a similar leadership role in Customer Success 4+ years of leadership and staff management experience Demonstrates a strong sense of customer service with the ability to identify customer needs and expectations and respond in a timely and effective manner Proven track record of leveraging analytics and large amounts of data to drive significant business impact Proven track record growing and interacting with a large member base Plus being a part of the hyper growth Strong technical aptitude, with competency in using Google Drive and Microsoft Word, Excel and PowerPoint Solid understanding of the principles of data management and business process workflow Demonstrates outstanding customer contact at all levels within the customer’s organization Demonstrates ability to lead, work independently and take initiative to meet established timelines Ability to communicate customer needs while prioritizing with organizational goals and initiatives Professional, outgoing, energetic personality with excellent interpersonal and presentation skills

Why You’ll Want to Work with IVY: Extremely competitive base salary with uncapped monthly commission structure Opportunity to attend awesome events ( https://www.ivy.com/events ) and network with some of the most influential professionals, artists, and thought leaders in the country Paid time off, plus holidays and monthly work remote days Weekly team lunches and happy hours Summer Fridays Work with a ridiculously supportive team ( https://www.instagram.com/ivy_team/ ) in a beautiful office in the Flatiron area Dog-friendly workplace Competitive salary

We are dedicated to getting people to dream bigger and do more together, and we believe that starts right here with our own team. We are committed to hiring individuals with a diversity of perspectives, backgrounds, and beliefs who can use their passion to help us build a world-changing community — and thrive along the way. Join IVY for the chance to collaborate with an engaged team working provide learning and growth opportunities for all.

Relationship Expert, WeWork Labs

WeWork

About WeWork Labs:

Launched in early 2018, WeWork Labs is WeWork’s innovation platform that supports early-stage startups and corporations seeking to transform their industries. With a range of offerings, WeWork Labs helps growing startups through customized programming, and bridges the gap to enterprise organizations through corporate innovation programs, labs, and services.

Position Goals & Objectives:

Interview all mentors to place them with the appropriate members at the right company stage and area of need.
Responsible for recruiting, activating and outreach across all external stakeholders.
Help build and maintain our external service provider platform regionally and globally through partnerships, networks and internal leads
Manage and cultivate service provider relationships including; legal requirements, mentorship and education, discount offers, sales leads and beyond to ensure these external stakeholders are engaged and utilized and connected to the appropriate internal teams
Extend relationships into sponsorship activation opportunities
Help drive reciprocal sales by liaising with service provider heads of sales leads and fill Labs desks globally
Have a material impact on technology and products that will help facilitate, source, surface and cultivate these partnerships
Ability to connect service providers to the appropriate stakeholders at the appropriate time: Labs Managers, Members, Content Network, etc.
Facilitate connection and networking between service providers and members on all fronts: content and education as well as portfolio services / strategy.

Duties & Responsibilities:

Service provider relationship management:
- Liaise with legal to ensure all partnerships are compliant
- Inclusion into service store
- Mentor onboarding
- Reciprocal sales opportunities
- Potential sponsorship opportunities
Assist in mentor onboarding for all heads of business
Encourage content participation
Connect appropriate service providers to learning objectives and curriculum
Opportunity to expand roll into investors and university rollout

Experience and Qualifications:

Strong generalist and highly competent with the ability to wear many hats
Experience with sales cycles
Advertising or sponsorship experience a plus
Deep knowledge of the startup “scene” in some capacity (startup, venture, new business development)
Have developed connections with influencers in the startup ecosystem (CEOs, investors, etc.)
Experience in operations, project management, event production, sales, and/or customer service from an experience-based environment
Technical wherewithal is highly desirable
BA/BS or equivalent in Business, Marketing, Hospitality, or other related degree
Strong teamwork ethic with collaboration and personality management skills

SVP Member Experience

Wheels Up Partners LLC – New York, NY 10036

Given our business model, where our members pay us over time, member success is vital to our long-term profitability. Our success is tied to our member receiving massive value from our service. As such, we need a senior executive to own driving success for our members. This role includes responsibilities for Member Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.). The SVP Member Experience and Retention must create a consistent focus on the member in the company’s actions, support leaders in their role as cultural leaders in a transformational journey and engage the entire organization in managing member relationships, revenue, and profit.

Responsibilities:

Inspire Member Success Across the Company- Partners with the Chief Executive Team
Facilitate the development of the accountability action chain, establishing approaches and research to understand member loyalty and ROI.
Create company-wide culture of member success aligning with Marketing, Finance, Product, and Service
Drive company-wide definition of ideal member
Create company-wide member feedback loop
Create company-wide culture of member success aligning with Marketing, Finance, Product, and Service
Align with Executive Team around key metrics and objectives
Drive company-wide definition of ideal member
Create company-wide member feedback loop
Drive Member Success Outcomes
- Increase renewal rates and reduce churn, expand our revenue in accounts through cross-sell and up-sell
- Influence future lifetime value through higher product adoption, member satisfaction and overall health scores
- Drive new business growth through greater advocacy and reference-ability
- Define and Optimize Member Lifecycle
- Map member journey, develop listening points in journey (e.g., usage, satisfaction, etc.)
- Define what members value-how to determine the differentiating experience to be delivered.
- Standardize interventions for each point in journey
- Define segmentation of member base and varying strategies
- Identify opportunities for continuous improvement
- Learn from best practices in industry
Manage Member Success Activities
- Onboarding
- Training
- Member Support
- Member Success Management
- Renewals
- Cross-sell / Up-sell
- Advocacy, Referrals
Measure effectiveness of member success by establishing metrics for establishing the relationship with member
- Define operational metrics for team
- Establish system for tracking metrics
- Create cadence for review within team
- Expose subset of metrics to executive team, company, and board
Lead World-class Member Success Team
- Attract high potential individual contributors into team
- Create rapid onboarding process for new team members
- Foster collaboration within team and across member lifecycle
- Encourage continuous learning within team
Enhance Effectiveness and Efficiency Through Technology
- Support systems, member marketing software, reference, and advocacy solutions
- Track event attendance and analyze data to insure relevance of event offerings
- Member Success Management platform

Qualifications:

7+ years experience in leading member-facing organizations, dealing with high net worth member
Ability to manage influence through persuasion, negotiation, and consensus building
Ideally combined background of post-sale and sales experience
Strong empathy for members AND passion for revenue and growth
Deep understanding of value drivers in recurring revenue business models
Analytical and process-oriented mindset
Demonstrated desire for continuous learning and improvement
Enthusiastic and creative leader with the ability to inspire others
Excellent communication and presentation skills
Relevant Bachelor’s degree; preference for computer science or related degrees

Associate Manager of Member Services

New York Botanical Garden – Bronx, NY 10458 (Fordham area)

Full-time, Part-time

The Associate Manager of Member Services will work as part of a team in a fast-paced environment to manage relations with Members, including phone and written customer service communications, and assisting with managing the logistics of trips and tours. Strong interpersonal skills and excellent organizational skills essential.

Specific Duties and Responsibilities:

Collaborate with colleagues to ensure the highest level of Member satisfaction. Resolve customer service issues on the phone and by email.
Work with colleagues to fulfill and track gift memberships, prepare replacement cards, reconcile matching gift contributions, generate donor acknowledgments, and manage in-house Membership card printing.
Create, implement, and manage logistics of Member Day programs and other Member events.
Update Membership database accurately and to Garden standards; this includes making changes of address, adding e-mail opt out requests, and including Member comments, etc.
Stay updated on Garden events and exhibitions, as well as Membership policies and procedures.
Assist Associate Director with projects, including but not limited to, training part-time staff in office procedures, liaising with other departments, and working with our database to select and prep mailing lists for Membership cards, direct mail, renewals and appeals.
Supervise junior staff as needed.
Other duties as assigned.

Requirements:

Minimum 2 years of work experience in customer service or similar environment.
Able to work as a member of a team, as well as independently.
Proactive mindset and strong inter-personal skills are required, along with excellent written and verbal communication and exceptional organizational skills.
Pleasant and courteous phone manner.
Prior Membership experience preferred, especially in a cultural or non-profit institution.
Proficient in Microsoft Office Word and Excel. Experience with Raiser’s Edge or other databases a plus.
Must be available to work occasional weekends, holidays, or evenings as needed.
Bachelor’s degree and a valid driver’s license required.
Prior supervisory experience desired.

Member Experience Manager

Merryfield – Boston, MA 02110 (Central area)

$70,000 a year

Member Experience Manager

ABOUT MERRYFIELD

Merryfield is a first-of-its-kind app that instantly rewards consumers every time they choose clean label, better-for-you products from a collective of trusted brands. Every purchase earns points that can be redeemed for great gift cards, and 1 percent of our revenue is donated to No Kid
Hungry, an organization dedicated to ending childhood hunger in America

Our app makes it easy for consumers to discover new brands and shop clean label products with confidence at any grocery store or big-box retailer without the stress of reading every label or sorting through too many options. We reward people for making choices they can feel good about and for consistently supporting “better-for-you” brands (offering food and beverage, personal care & beauty and household products) – all of which subscribe to a higher everyday quality standard for everyday products. After shopping at favorite stores, consumers take a photo of their receipts to get rewarded for purchasing clean label products.

Every brand on the platform must comply with the Merryfield Standards established by our council of industry experts, who’ve spent years working at clean label pioneers such as
WholeFoods and BeautyCounter. These experts have defined clean label standards for all categories and they evaluate every product available.

THE ROLE

Our Member Experience Manager is the connection between Merryfield and “the world.” You’ll represent the company every day by directly interacting with our users on all of our channels. As a Member Experience Manager, you’ll educate our members on how best to use our app, provide technical support, help make sure they get the points and rewards, give answers to passionate members who wonder why we allow certain products, explain special promotions, make them laugh, collaborate with internal teams to create a world-class member experience. By analyzing user feedback and making data-driven decisions, you’ll help to enhance our product and help our members make better decisions and get rewarded every time they do so.

We’ll be honest: This role will require hard work but you’ll be in charge of building customer service from the ground up and setting up the rules and processes. As Merryfield grows, your team will, too and we’ll expect you to build and manage a team when the time comes. If you like that type of challenge and our mission, you’ll love this job.

WHAT YOU’LL DO

Communicate with members through email and social media to provide support for our mobile app
Analyze fraud reports, examine receipts submitted by users and review customer emails and social posts to discover if there any pain points or issues with the app
Review Merryfield systems and customer accounts to solve any problems
Assist in special marketing, sales, and technology projects.
Provide feedback on how to improve current workflows and processes
Identify common issues and recommend product enhancements to our technology and product teams
Monitor, track, and report on customer service performance
Embody and represent Merryfield’s core values, voice, and tone to provide exceptional member support for our community

REQUIREMENTS

You have 3-5 years of positive experience in a role that directly communicates with consumers.
You’re a self-starter with a lot of common sense and have a good sense of humor
You’re proficient in Zendesk and Microsoft Office (primarily Excel and Word)
A passion for problem solving and service with an entrepreneurial mindset
A commitment to Merryfield’s mission: to give people greater access to clean label products and support clean label, purpose-driven brands
A knack for quickly identifying issues and implementing solutions
You’re an active listener who asks the “right” questions to fully understand a request
You’re a team-player who’s eager to collaborate and welcomes open discussion to problem-solve
The ability to effectively manage the day-to-day tasks and long-term projects with the passion and desire to increase the scope of the support team
You’ve got writing and verbal communication skills.
Excellent time management skills.
Bachelor’s degree or higher

Merryfield is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind:
Merryfield is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Merryfield are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Merryfield will not tolerate discrimination or harassment based on any of these characteristics. Merryfield encourages applicants of all ages.

Job Type: Full-time

Salary: $70,000.00 /year

Pay may depend on skills and/or qualifications

Application Question:

Ask applicants about their level of experience with Zendesk

Work Location:

One location

Benefits:

Flexible schedule