Membership Specialist

The Chamber of Commerce for Greater Philadelphia (The Chamber) brings area businesses and civic leaders together to amplify the impact of business in the region, advocate for a competitive business climate, and grow a vibrant and diverse business community in order to achieve our vision: The Greater Philadelphia Region is a top global destination for business and a leader in inclusive growth.

The Membership Specialist will be an integral part of the Chamber’s business unit responsible for the Chamber’s leadership level members and prospects, supporting a portfolio of ~80-100 members that will include Board members and other VIP members. The Specialist will support the cultivation, solicitation, and stewardship of these members providing administrative support related to customer service and communications, meeting management, records management, and other special projects related to board volunteer service. The Specialist will report to the VP, Member and Investor Relations, supporting the VP and SVP of Membership on key accounts, and working collaboratively with others within the department as well as other Chamber staff in support of the Chamber’s fundraising and relationship-building goals.

Essential Duties & Responsibilities

Member Account Management

• Serve as a trusted point of contact to account managers at member organizations, interacting with members regularly via phone, email, and face-to-face meetings. Manage member relationships proactively and respond timely to inquiries to ensure a high level of member satisfaction and retention.
• Conduct proactive outreach to members to request information and invite feedback and participation.
• Ensure moves and interactions with members are tracked in the CRM database in a timely manner, consistent with departmental expectations.
• Utilize and maintain a centralized departmental schedule/account management framework to manage member touchpoints and outreach for solicitation, stewardship, and cultivation purposes.
• Ensure necessary touchpoints are scheduled and executed seamlessly and with extraordinary attention to detail (including one-on-one meetings and/or printed and electronic communications).
• Draft and send personalized correspondence to various stakeholders within member organizations, utilizing mail merge features, either directly or on behalf of other team members
• Support the preparation of the senior leadership team for solicitation and engagement meetings, synthesizing information from multiple sources to provide: 1) high level summaries of past actions and goals for upcoming meetings; 2) meeting materials (agendas, meeting confirmations, meeting follow-up notes, proposals, etc.); 3) support on meeting logistics (travel, hospitality, etc.)
• Attend in-person and virtual meetings with members to record meeting notes and action steps, supporting internal meeting prep and follow-up (i.e. meeting logistics, meetings notices and agendas, meeting minutes, etc.).
• Process commitments, invoice requests, registrations and payments, tracking status against goals and ensuring files and backup documentation is organized.
• Monitor and maintain the integrity of complex member accounts (company and individual levels) to ensure data and information is accurate and up to date (e.g. contact information, affiliations, interests, etc.).
• Monitor members’ engagement and activity regularly to ensure they are taking advantage of upcoming opportunities aligned with areas of interest and engagement priorities.
• Monitor touchpoints from others in the organization working with members to be sure they are informed and aligned on campaign and relationship management goals and objectives.
• Monitor members’ interests and priorities, integrate findings into reports and track within the Chamber’s CRM to drive strategic outreach and analysis.
• Assist with other aspects of member benefit fulfillment as required (e.g. recognition, event access, member resources)
• Partner with other members of the Membership/Investor Relations team and other departments to develop and execute a high level of member engagement and service

Volunteer Management

• Support the VP and SVP in collecting and tracking board members interests and effort spent working on special projects with membership
• Assist with activating board members to participate in membership activities when needed
• Maintain pertinent lists, contact information and notes to support highest level service
• Assist with thanking and recognizing board members for their time and efforts

Event Support

• Attend Chamber events and gatherings as a representative of the Membership team, supporting related event logistics and relationship building goals.
• Assist with maintenance of invitation and guests lists for membership-driven events.
• Assist with research and preparation of event guest bios/background materials.
• Support event follow-up communications and related processes.

Essential Job Skills

• Bachelor’s Degree or equivalent combination of education, training, and experience
• 1-2 years’ prior experience in fundraising or account-based marketing or sales
• Excellent verbal and written communication skills; corporate communication experience a plus
• Experience with MS Office applications, especially Excel, Outlook, and Word, with experience in an Office365 environment. Specific skills of focus include complex list management, executing mail merges, and using formulas; data analysis a plus.
• Experience in fundraising or sales databases such as Salesforce, Blackbaud Raiser’s Edge, Tessitura, or other comparable CRM.
• Strong project management and organizational skills using project management systems such as MS Lists, Asana, or Trello.
• Knowledge of and ability to communicate effectively with the region's business, civic, community and academic leaders.
• Relevant experience in corporate communications, writing for executives, note taking, and/or customer/donor-centric writing

Ideal Working Style

• Ability to manage multiple projects and prioritize responsibilities in a fast-paced, mission-driven environment
• A positive, “can do” attitude with a willingness to take extra steps to deliver results.
• A self-starter who can work both independently and as part of a team
• Organizational ability and exceptional attention to detail
• Seeks to achieve operational efficiency and process-improvement while preserving a high-quality work product
• Diligence in meeting deadlines and ability to work independently and under pressure
• Good sense of judgment and ability to use discretion and maintain confidentiality.

Benefits