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Membership Relations Director

2 weeks ago

Makati City, National Capital Region, Philippines Rockwell Land Corporation Full time

The Membership Relations Manager plays a pivotal role in fostering long-term, meaningful relationships with members while aligning membership strategies with the company's overall goals.

Key Responsibilities:
  1. Lead and mentor a team of Membership Relations Associates to deliver exceptional service, ensuring alignment with organizational goals and service standards. Provide training, coaching, and performance feedback to ensure team success.
  2. Develop and implement strategies to increase member engagement, satisfaction, and retention. Monitor member feedback, analyze trends, and collaborate with cross-functional teams to improve the member experience.
  3. Drive initiatives to attract new members through targeted outreach, marketing, and promotions. Work closely with the sales and marketing teams to implement strategies that effectively grow the membership base.
  4. Oversee the management of member data, tracking key performance metrics (e.g., retention rates, acquisition rates, member feedback). Provide regular reports and insights to senior leadership regarding membership trends, opportunities for improvement, and success metrics.
  5. Ensure a high standard of service by handling escalated member inquiries, resolving complex issues, and ensuring prompt follow-up. Act as a liaison between members and the organization, ensuring that all concerns are addressed efficiently.

A bachelor's degree in Business, Marketing, Communications, or a related field is required, along with 5+ years of experience in membership management, customer service, or a related field, with at least 3 years in a leadership or managerial role.