Responsible for servicing and supporting existing members to facilitate renewing and engaging with Visit Orlando member benefits and services to help meet organizational objectives.
MAJOR AREAS OF ACCOUNTABILITY:
Provide exemplary service to the membership of Visit Orlando and serve as a main point of contact to inquiries (via Member Hotline, membership email box, etc.) using expert communication skills to facilitate transactions, research and resolve issues, and update member records as needed.
Update and maintain the member database utilizing Salesforce in an accurate and timely manner to ensure the most accurate information.
Responsible for achieving annual membership retention rate goals. Utilize trends to build annual plans to engage and retain members. Thoroughly understand Visit Orlando member benefits and services and be able to relate them to the different member segments. Use the Counselor Approach framework to understand member needs and provide solutions. Work to ensure fulfillment of all benefits related to their membership.
Manage new member on-boarding into Visit Orlando including introductions (via phone and in person) to ensure awareness and understanding of member benefits and services available to their specific membership. Conduct regular check-in phone calls and emails in accordance with approved timeline to gauge member engagement, satisfaction and retention. Proactively solicit attendance at signature events and participation in other Visit Orlando member opportunities as appropriate.
Assist during the annual dues collection process. Collaboratively work with appropriate business units to retain at risk members.
Develop and implement education strategy for Visit Orlando members. Be aware of trends in association education including platforms/delivery methods for both in-person and online training. Work with research team to survey member needs, identify topics. Assist with development and implementation of member educational and networking events including preplanning, speaker relations and contracting, content development and delivery. Collaborate with other relevant teams to build and launch, including the events team, marketing, IT, social media.
Works with director and other Visit Orlando departments as well as marketing team to develop training presentations and materials, and keep these assets updated.
Serve as liaison between Member Relations and Events team on logistical items related to member events. Ensure that registration links are accurate, registration codes are built, on-site event management is established, and financial reconciliation and reporting is done in a timely fashion and with 100% accuracy post-event. Ensure that event revenue and expense budgets are maintained.
Lead efforts (or serve as point person to advertising team, as appropriate) for sales of key event sponsorships, vendor booth spaces, etc. Track relevant statistics for each event and provide timely reports as requested by Director and SVP.
Maintain strong in-person presence with members. Attend Visit Orlando member events to encourage networking and retention; plan and execute appropriate “Top 20%” member visits and proactive one-on-one meetings; participate in approved industry events.
Perform other accountabilities and projects as assigned.
Versatile skill-set, including marketing/communications experience
Outstanding writing and editing skills
Excellent presentation skills
Ability to work within a team
Ability to manage and prioritize multiple projects and timelines in a fast-paced environment
A self-reliant, problem-solving, results-oriented individual who can positively and productively impact tactical operations
Client service experience with quantifiable metrics and demonstrated success
EDUCATION AND/OR EXPERIENCE:
Four-year degree from college or university plus three to five years client service experience or equivalent combination of education and experience.
COMPUTER SKILLS: Intermediate level of proficiency in MS Office specifically MS Word, Outlook and PowerPoint. Intermediate level proficiency or higher in MS Excel. Database experience required, intermediate level proficiency or higher for Internet usage. Strong communication, presentation, organizational and interpersonal skills required.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out detailed written or oral instructions. Ability to deal with problems involving few concrete variables in standardized situations.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; and talk or hear. The employee is required to stand and walk at times for long periods of time and to multiple venues/hotels/etc.
The environment for this job is typical for an office but does sometimes result in exposure to conditions outside of the normal office environment while working at events. Occasionally, this position will require work outside of the typical office environment and may include, but is not limited to, travel, conduct client and member visits, driving of a company vehicle with clients, attending trade shows representing Visit Orlando, and other requirements that may not be included in this job description.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements and does not imply a contract.
About Visit Orlando
Thank you for your interest in joining the Visit Orlando team.
Visit Orlando, the destination sales and marketing organization for the most visited destination in the country, is a private, not-for-profit membership association, representing more than 1,200 members from our world-class theme parks and exceptional hotels to exciting dining and entertainment venues.
Visit Orlando is home to a team of talented and creative professionals, who understand the value of travel and hospitality, meetings & conventions, and tourism-who know and love ORLANDO. Our team shares the mission to brand, market, and sell Orlando, FL as a premiere leisure, convention and business destination with our vision to continue to be the most visited travel destination in the world.
Visit Orlando provides a fun, inclusive, professional environment for you to thrive in. To express your interest in an opportunity with Visit Orlando, submit a cover letter and resume for consideration.