Member Engagement Coordinator

Tompkins Chamber is hiring!  The Member Engagement Coordinator will support the mission, strategy, and work plan goals of the Tompkins Chamber through implementation of membership acquisition and retention strategies; and support Chamber members by offering support and resources for member businesses. 

The selected candidate will work with their supervisor, Chamber staff, and Board/volunteers to ensure effective member services delivery. This individual will regularly visit members in person and by phone to ensure open lines of communication and top-notch relationship management, have a thorough knowledge of the resources and supports available in our community to help businesses grow and thrive here, and employ systematic billing and reporting structures to meet membership revenue goals. 

The pay range for this position is $25.65-$31.80 per hour, dependent on relevant experience and career tenure. This is a full-time position at 37.5 hours per week. Typical work week schedule is 9am-5pm, Monday-Friday, with limited events after hours (approximately 1-2 per month). We are a flexible, hybrid workplace, with main offices located on Ithaca’s West End. Benefits include health, dental, vision, and life insurance, 401K match, PTO, paid vacation time, paid holidays, and a wellness program, among others. 

Our workplace is highly collaborative, mission-driven, and committed to supporting a healthy work-life integration.

Please see below for additional details on candidate profile, job duties, and essential functions. Interested parties should answer all assessment questions listed at the bottom of this posting, and submit a resume to the attention of Carly Hansen, Director of Operations and HR, at chansen@tompkinschamber.org. Partial submissions will not be considered.

Candidate Profile

Education & Experience: At least three years’ related work experience, with demonstrable skills applicable to work scope described herein. Sales or account management, customer service, and/or communications experience required; community relations and outreach experience helpful. High school degree required, higher education, role-related certifications, or additional years of experience are advantageous. 

Skills & Characteristics: Strong oral and written communications skills; inquisitive and entrepreneurial nature; effective time management; taking initiative; attention to detail; planning, organizing, and ability to execute on deadline. The ability to manage projects and navigate networking environments independently is desired. A commitment to growth in understanding of the benefits of a workplace culture prioritizing and elevating diversity, equity, and inclusion is essential.

Job Responsibilities

New Membership Development (40%)

• Securing new members for the Tompkins Chamber by seeking out potential members, meeting with them, providing information about the Chamber’s services and benefits, and closing on the membership sale.
• Maintain a prospect list, with inputs from Chamber Ambassadors, Board members, and staff and discuss this list bi-weekly with the President.
• Achieve a minimum monthly goal for new and returning member acquisition in line with established and achievable work plan goals.

Membership Satisfaction, Development & Retention (40%)

• Spearhead retention efforts, including planning and coordinating new member orientations, member phone/email/in-person check-ins, and bi-annual membership follow ups in conjunction with Chamber Ambassadors, Board members, and staff.
• Oversee efforts to invoice and collect annual membership renewals.
• In collaboration with supervisor and team members, seek and implement marketing tools and strategies to foster increased member renewal rates and member engagement.
• Support the development and implementation membership service programs, educational opportunities, some events, and value-added programming to benefit member businesses and organizations.
• Support and help update Member Benefits document annually, or as programs/offerings shift.

Communications, Administration, & Outreach (20%)

• Become knowledgeable about resources & funding available in Tompkins County to support businesses and nonprofit organizations in their efforts to sustain and grow.
• Ensure effective member database maintenance, accurate presentation of members on the Chamber website, and quality regular communications with members.
• Be first contact for members seeking to host ribbon cuttings, and invite, promote, and co-host ribbon cutting ceremonies with members.
• Monitor all collateral supplies for new member sales and membership retention/invoicing; monitor and distribute relocation/community guides. Ensure website portrays accurate information regarding membership.
• Compile data on progress with new member acquisition and membership retention; compile for monthly reports to supervisor, President & Board of Directors.
• Contribute content to the e-newsletter monthly, including celebrating new members or highlighting member business accomplishments.
• Regularly thank and highlight new members and renewing members via Chamber communications and social media, as well as with personalized notes and emails.
• Attend most Chamber related functions, such as large annual events and monthly networking events.
• Identify and participate in other networks within the community which have promise to yield and enhance Chamber member relationships.

Essential Functions

This role is a combination of desk work (hybrid in-office/remote) and onsite, hands-on work that requires time moving about an office and/or event in both indoor and outdoor settings. Off-site meetings around the county are scheduled as needed. Work is completed in digital formats individually and in collaborative groups. Social capacity includes small meetings, networking at small and large events, and one-on-one in -person and/or digital communications with members, media, and community stakeholders. Occasional evening hours are required, approximately twice per month.

Technological systems and platforms used include Microsoft Office (Word, Excel, Outlook, Teams); Zoom/virtual environments; PowerPoint; Adobe Suite; Canva; Chambermaster/CRM database; social media apps/management software. 

All staff members are expected to participate in regular staff training sessions and team development opportunities, pursue professional development opportunities deemed mutually beneficial to the individual and organization and as budget allows, and to participate earnestly in diversity, equity, and inclusion educational offerings and discussions. 

As part of our values, we seek to provide an inclusive, accessible workplace and encourage communication of necessary accommodations to remove barriers and make our employment relationship a successful one. 

ASSESSMENT QUESTIONS

1. Please describe any experience you have in balancing client needs with revenue goals.
2. How do you organize and track client/customer relationship management efforts?
3. Are you authorized to work in the United States?
4. Are you able to commute within reasonable distance from Ithaca NY, to accommodate a hybrid schedule?