Membership Engagement Specialist – REMOTE POSITION
JOB SUMMARY
The Membership Engagement Specialist role will support development and lead the execution of member engagement strategies and support with a member first mentality. This role will be primarily responsible for providing high quality, enthusiastic, and prompt customer service to members of GBTA. This role will work closely with the membership operations specialist and marketing departments for development and distribution of communication plan to enhance and increase member participation.
At GBTA, we put people first – we value collaboration, innovation, and adaptability along with global diversity, respect, and empathy. As a member of our team, you’ll have the opportunity to grow your skills and career in an entrepreneurial environment and make a meaningful impact on the industry and professionals we serve.
RESPONSIBILITIES
- Execute operational aspects of specific member retention plans, including outreach campaigns through email, phone calls, webinars, and meetings etc.
- Provide support for member inquiries via the Member Care email inbox.
- Support all aspects related to community engagement, maintenance and management, and evolution of the HUB (member portal).
- Identify trends through data analysis as well as creating and maintaining engagement reporting within the community platform, the HUB.
- Monitor digital member engagement including facilitating initial response to HUB posts as needed.
- Display an understanding of membership acquisition and retention practices, and an ability to provide training to volunteer leaders (webinar, in-person and one-on-one virtual) at different skill levels.
- Implement, maintain, and execute New Member Orientation program in partnership with Membership Operations.
- Funnel feedback from New Member Orientation Program and identify opportunities to enhance the program.
- Manage day-to-day membership needs including facilitating involvement in the HUB and maximizing the user experience.
- Support Peer to Peer / Buyer meet up sessions by sourcing participants and topics as well as developing “Train the Trainer” program in alignment with US Chapters.
- Other duties and tasks as assigned.
REQUIREMENTS
- Bachelor’s Degree or equivalent experience required.
- 3-5+ years of experience in membership/customer service environment, including with online community forums such as Personify, Higher Logic, or similar.
- Strong commitment to team goals and objectives.
- Strong technical skills, including cloud-based systems. Must have a high level of skills in MS Office Suite and project management systems.
- Experience with process improvement and aptitude for technology.
- Strong written and verbal communication with proven writing, editing and proofreading skills.
- Attention to detail and an inquisitive membership/association mindset are essential as well as the ability to take direction and accept constructive feedback.
- Self-motivated with the ability to work in a dynamic, fast paced environment.
- Excellent organizational skills, attention to detail, time management and the ability to meet deadlines.
- Ability to work with teams spread across multiple locations and geographic regions. including working with remote employees.
- Solid understanding of modern online marketing tools and skills, and an ability to provide training (webinar, in-person and one-on-one virtual) to volunteer leaders at different skill levels.
PREFERRED EXPERIENCE AND SKILLS
- Association and/or travel industry knowledge preferred.
- Experience with database management and membership databases.
- Entrepreneurial spirit and a desire to contribute.
- Experience working with Association Management Systems such as Euclid CV, iMIS, or similar.
- Multi-lingual is a plus.
PHYSICAL REQUIREMENTS/WORK ENVIRONMENT
- GBTA is currently fully remote.
- Prolonged periods sitting/remaining stationary at a desk and working on a computer.
- Must be able to remain stationary and move for long periods of time, during events.
- Must be able to work a variety of hours in order to accommodate events.
- Must be able to show proof of vaccination and booster against COVID-19 if required for travel to events and meetings.
- GBTA welcomes all candidates and supports inclusivity and diversity in the workplace.
TRAVEL REQUIRED
- Up to 10% of travel to events and meetings; based on organizational needs.
- Travel to travel to Annual Convention, GBTA related events, and meetings, as required.
Applicants must be authorized to work in the US.
The Global Business Travel Association (GBTA) The Global Business Travel Association (GBTA) is the world’s premier business travel and meetings trade organization headquartered in the Washington, D.C. area serving stakeholders across six continents. GBTA and its 8,000+ members represent and advocate for the $1.357 trillion global business travel and meetings industry. GBTA and the GBTA Foundation deliver world-class education, events, research, advocacy, and media to a growing global network of more than 28,000 travel professionals and 125,000 active contacts. For more information, visit GBTA.org and GBTAFoundation.org.
GBTA Team Values and Culture Statement:
- We recognize our people are our most valued asset, and treat ourselves and each other with kindness, authenticity, and empathy.
- We are curious, innovative and adaptable to a changing world.
- We embrace our global diversity and are committed to a culture where everyone feels welcomed and respected.
- We work collaboratively and believe in the power of teamwork to drive long-term change and mutual success.
- We are driven to create a more sustainable future for both the planet and its people, and a balanced environment where work and life can coexist and thrive.
GBTA is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.