Member Retention Specialist
Member Retention Specialist
Code: 3B2 Division: Membership & Community Engagement Division Department: Membership Support & Retention Reports To: Engagement & Communications Manager Related Roles: Membership Support Representative, Community Events Coordinator
Role Summary
The Member Retention Specialist focuses on developing and implementing strategies to enhance member loyalty and foster long-term engagement. This role analyzes member feedback, identifies areas for improvement, and creates initiatives to ensure members feel valued and connected to Built By DAO’s community. The Member Retention Specialist works collaboratively with other teams to maintain a high level of member satisfaction and participation.
Key Responsibilities
Task Group 1: Strategy Development
Design and implement member retention programs and initiatives, such as loyalty rewards or personalized engagement strategies.
Develop communication plans to maintain regular contact with members and reinforce their connection to Built By DAO.
Identify at-risk members and create targeted strategies to re-engage them.
Task Group 2: Feedback Analysis
Collect and analyze member feedback through surveys, interviews, and focus groups.
Identify trends and patterns in member satisfaction and disengagement.
Use data insights to propose and implement improvements to the member experience.
Task Group 3: Collaboration and Program Implementation
Collaborate with the Membership Support and Community Engagement teams to align retention efforts with overall membership goals.
Work with the Community Events Coordinator to design events and activities aimed at fostering deeper member connections.
Coordinate with the marketing team to promote retention initiatives and communicate their benefits to members.
Task Group 4: Reporting and Continuous Improvement
Track retention metrics, such as renewal rates and engagement levels, and report findings to leadership.
Monitor the effectiveness of retention programs and make data-driven adjustments to improve outcomes.
Document best practices and successful strategies for future retention efforts.
Skills and Qualifications
Required Skills
Strong analytical skills for interpreting feedback and tracking retention metrics.
Excellent interpersonal and communication skills for engaging with members and internal teams.
Creative problem-solving abilities to design and implement innovative retention strategies.
Preferred Skills
Experience with customer relationship management (CRM) tools and analytics platforms.
Familiarity with community engagement or loyalty program development.
Qualifications
Bachelor’s degree in Communications, Marketing, or a related field (or equivalent experience).
Minimum of 3 years of experience in member retention, customer engagement, or a similar role.
Certification in customer retention or data analytics (e.g., CRME, CDA) is a plus.
Performance Metrics
Member retention rates and renewal percentages.
Participation rates in retention initiatives and loyalty programs.
Positive feedback and satisfaction scores from members.
Key Activities
Design and implement retention campaigns tailored to specific member needs.
Monitor member satisfaction and engagement through regular check-ins and feedback mechanisms.
Collaborate with teams to address and resolve member concerns proactively.
Tools and Resources
CRM systems for tracking member interactions and retention initiatives (e.g., Salesforce, HubSpot).
Survey tools for collecting and analyzing member feedback (e.g., SurveyMonkey, Qualtrics).
Data visualization tools for reporting retention metrics and trends.
Advancement Path
Promotion to Engagement & Communications Manager or Director of Membership Recruitment.
Opportunities to specialize in data-driven engagement strategy or member experience design.
Work Environment
Office-based or remote, with opportunities for virtual and in-person member engagement.
Regular collaboration with membership, marketing, and community engagement teams.
Flexible hours to accommodate member needs and retention initiatives.
Supplemental Roles
Retention Assistant – 3B2-S1
Summary: The Retention Assistant supports the Member Retention Specialist by assisting with feedback collection, campaign coordination, and data analysis. This role provides foundational experience in member engagement and retention strategy.
Key Tasks:
Help design and distribute surveys or other feedback tools to members.
Coordinate logistics for retention campaigns and loyalty programs.
Compile and organize data for retention reports and presentations.
Skills and Qualifications:
Strong organizational and data management skills.
Proficiency with CRM and survey tools or a willingness to learn.
Pursuing or holding a degree in Communications, Marketing, or a related field is preferred.
Performance Metrics:
Timeliness and accuracy in managing retention data and campaigns.
Contribution to successful retention initiatives and member satisfaction.
Feedback from the Member Retention Specialist and members.
Advancement Path:
Promotion to Member Retention Specialist or Membership Support Representative.
Opportunities to specialize in data analysis or engagement program development.
Work Environment:
Office-based or remote, with occasional involvement in community events or meetings.
Additional Information
The Member Retention Specialist plays a vital role in strengthening Built By DAO’s community by ensuring members feel valued and engaged. The Retention Assistant provides essential support, enabling the team to execute impactful retention strategies and improve member satisfaction.
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