Summary:

The Membership Database and Experience Manager is responsible for ensuring high member engagement and retention rates within the Wellness Alliance. This includes overseeing all membership enrollment and renewal processes, ensuring effective and efficient member support, CRM data management, and supervising/training the wellness customer service personnel. Additionally, this role is responsible for  handling any systems issues that arise, preparing and managing membership and other data reports, overseeing and implementing member engagement activities, and supporting the administration of the organization’s awards and checklist services.

Essential Duties and Responsibilities

This Position Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice. 

DATA MANAGEMENT AND REPORTING. Serve as the primary data management professional within the wellness organization, assuring that all Wellness Alliance membership data housed within the CRM and other organizational systems is accurate and reports of membership trends are run and analyzed on a consistent basis.

• Demonstrate a deep understanding of the membership structure and its related processes within the organization’s CRM; actively managing the members’ data, suggesting efficiencies to maximize the members’ experience and providing relevant reporting for leadership and other wellness staff.
• Conduct and report-on renewal-based and other periodic audits to assure accuracy of the organization’s information.
• Upon request, create, aggregate and/or interpret available member/nonmember data into reports for internal purposes as well as for external (member or partner) requests.
• Provide any training or data needed to the Continuing Education (CE) team ensuring members’ CE Credit status is accurate and effectively reported.
• On an as needed basis, work with IT and other stakeholders to understand and coordinate the transfer of data from/to other CRM systems to manage the wellness membership.

MEMBERSHIP EXPERIENCE and ADMINSTRATION. Responsible for the oversight of exceptional customer service and account management within the Wellness Alliance to ensure timely, professional and empathetic interactions.

• Supervise the primary point of contact for all incoming inquiries through multiple organizational channels (e.g., phone calls, voicemail, email, chat, forms) with the expectation of a 24-hour or less (one business day) turnaround time. This includes oversight of the response to all membership account inquiries and services related to log-ins, technical issues, identification or location of resources or courses, membership or order status, payment status, updating rosters for group memberships, or providing training/support in navigating our systems/website.
• Ensure that all customer transactions and outreach with the Wellness Alliance organization are accurate, effective and met with timely and empathetic support.
• Field, resolve, and/or forward all escalated complaints or concerns.
• Lead the coordination and management of membership status and renewals process, which includes: ensuring that the CRM is functioning accurately; coordinating campaign timing with communications and engagement campaigns (CRM and email) to ensure friendly and accurate messaging; and conducting or coordinating personal outreach such as phone calls or online meetings to assure retention of current members.
• Manage membership webpages, access points and platforms, ensuring accuracy and ease of use.
• Support the processing of membership renewals/orders and invoicing for other organizational products and services. May collect or process payments such as credit cards, checks, or ACH payments. Work with IT Support (internal and external) to report and/or escalate technical issues with the organization’s systems and/or member-facing portals/resources.
• Responsible for providing back up and training, including creating clear and accessible SOPs, to the customer service representative(s).
• Support the primary point of contact for all contracts related to Service Level Agreements (“SLA”) with preferred partners and resellers for the organization. As needed, create and provide training on how to manage SLA Accounts within the CRM.
• Have a baseline understanding of member services and be able to help members navigate these services, escalating to others on the member experience team as necessary.
• Assist sales and account management with changes and updates to large group accounts and assist with the administration of key accounts as needed.

ENGAGEMENT & OUTREACH.  Lead membership engagement through regular communications and campaigns with a focus on membership retention and revenue growth.

• Partner with Marketing Team to create membership marketing campaigns and communication collateral such as Social Media posts, website ads/banners, email marketing, CRM drip campaigns, and direct emails to current, expiring, past and prospective members.
• Call members directly regarding products, services or memberships.
• Strategize, plan and serve as primary point of contact for the annual renewal processes.
• Conduct account growth activities such as providing solutions-based recommendations that expose and involve members in multiple products/services offered by the organization.
• Educate members and customers about various organizational products/services or upcoming programs – either one-on-one, through marketing efforts, or by hosting periodic informational sessions.
• Respond to inquiries regarding the Certified Wellness Practitioner (CWP) and other certificate programs as requested.

INTEGRATION LEADERSHIP. Foster excellent partnerships with multidisciplinary IFEBP (“the Foundation”) teams to optimize Wellness Alliance results.

• Partner closely with the Foundation’s Membership team to ensure alignment of organizational services, process and expectations.
• Work collaboratively with the Foundation’s shared services “operations” teams (IT, HR, Accounting, Order Processing, Printing/Shipping, etc.) to ensure efficient operations of the Wellness Alliance.
• Work collaboratively with the Foundation’s shared services “marketing” teams (Marketing, Branding/PR, Content, etc.) teams to ensure all member-facing or public-facing messaging meets brand standards.

ADMINISTRATIVE SUPPORT.  In partnership with organizational leadership, conduct various administrative activities as assigned and as business needs dictate.

• Editing/creating documentation (Word, PowerPoint, Excel, etc.) that is clear and easy to interpret for leadership and other stakeholders.
• Supervising the fulfillment and communication of membership-related programs, specifically the Well Workplace Awards, application and submissions. This includes ordering awards and coordinating assets provided to members.

Required Education/ Experience:

• Bachelors’ degree in business administration, business management, communications, or human resources (or similar field) is required.
• Minimum of five (5) years in customer-facing positions where customer service and/or dedicated account management has been a significant portion of the role(s).
• Minimum of five (5) years successful experience using a CRM platform (or other similar centralized data program such as an ATS, LMS, or HRIS) with expert level understanding of systems. Prior experience with Your Membership strongly preferred.
• Some prior experience in generating ideas for marketing communications to raise awareness (internal or external) is helpful, but not required.
• Some prior experience in cash handling or processing payments (e.g.: billing, invoicing, bank telling, or cashiering at point of sale) is helpful, but not required.
• A Certified Wellness Practitioner (CWP) credential is preferred, but may instead be obtained in-role by the right candidate.

The International Foundation will always consider candidates with an equivalent combination of education and relevant experience.

Minimum Qualifications/Skills: 

• Must have a personal passion and interest in the wellness and benefits industry; demonstrated by work experience, educational focus, certifications or designations, and/or ongoing memberships to organizations dedicated to wellness and/or benefits.
• A customer-centric, “members first” mentality and helpful demeanor, supported by a track record in delivering exceptional customer support and building long-term relationships. As with any customer-facing role, this often requires sound judgment, strong listening skills, and the ability to be empathetic and compassionate.
• Tech savvy with demonstrated ability to quickly learn new technologies, processes, and products as well as complete basic (virtual) trouble-shooting with members/customers.
• Excellent interpersonal communication skills with proficiency in communicating verbally (face-to-face and by phone), and in-writing (e.g.: email and chat) with members from a wide variety of backgrounds, industries and professions.
• Proven ability to describe relevant products and services to customers/members (based on their specific needs and/or situations) in a way that is clear and concise.
• Strong attention to detail and impeccable follow-up in daily process (SOP) execution.
• Must proficiently work independently and properly prioritize and manage one’s own workload; as well as possess the ability and willingness to work collaboratively as part of a team to accomplish organizational objectives.
• Demonstrated proficiency with Microsoft Office Suite, including Outlook, Word, Excel and PowerPoint is required. Additionally, experience with UX8, SmartSheet and Sharepoint is helpful – but will train the right candidate.

Supervisory Responsibilities:   Supervises one customer service representative dedicated to the wellness membership. Responsible for training and mentoring more junior employees on systems, processes and tasks.

Travel Requirements: This position may intermittently require that the individual travel for work; but only 10-15% of the time for organizational events.

Hybrid Work Environment:  This position is expected to work from our corporate headquarters office in Brookfield, WI. This is an environment with typical office conditions, including lighting, noise, seating and equipment. New hires are expected to be fully onsite during the training period. Then, once fully trained, the Foundation operates on a 60/40 Hybrid schedule; with 60% being onsite at our headquarters in Brookfield (Tuesdays, Wednesdays, and Thursdays); and up-to 40% being optionally remote (Mondays and Fridays) and as business needs allow.

Physical Demands: 
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

PERKS & BENEFITS:

Our incredible benefits package includes a comprehensive medical plan, vision plan, dental plan, long term disability, short term disability, paid vacation, sick and paid holidays. Our retirement plan includes a defined benefit (pension) plan AND a non-elective company 401(k) contribution AND a 401(k) matching contribution. Unique organizational perks include on-site fitness center with yoga and strength training classes, mindfulness sessions, a bocce league, game nights, and even a cribbage club to name a few!