Manager, Membership Experiences

Overview

The Membership Experiences Manager is responsible for providing the highest level of service to IFT members and customers. They are primarily responsible for executing the department’s initiatives and the organization’s recruitment & retention strategies leading to increased member engagement and revenue growth.

In this capacity, the Membership Experiences Manager will collaborate with Membership, Marketing and other related areas on execution. This individual works collaboratively with staff and volunteers to ensure successful completion of all membership initiatives. They will serve as an ambassador of IFT’s membership by providing excellent customer service and member satisfaction while ensuring members are aware of their benefits and increase overall usage.

Essential Responsibilities

Member/Customer Recruitment

• Identifies opportunities to drive member value and revenue across the organization including leveraging Sections and Student Chapters
• Continually seeks new and innovative ways to deliver an excellent membership experience through improved processes and procedures, including new member activation, renewals, updating member profile information
• Utilizes member and customer data and apply critical thinking and problem-solving skills to research new member growth strategies
• Ensures timely, accurate creation and implementation of the membership development and engagement strategies for all segments of membership and customers
• Collaborates with marketing team to recommend and execute effective communications for new member acquisition
• Supports customer development plans to achieve membership and product growth goals through increased customer/member engagement

Member/Customer Engagement and Retention

• Supports the development of communications for member engagement, including tracking of membership recruitment and retention tactics for effectiveness
• Develops and supports section and student chapter membership engagement and retention efforts
• Maps and updates member engagement metrics and distribute dashboard reports
• Works cross-functionally to remain aware of leadership opportunities and resources across the organization and build automated membership campaigns to increase engagement
• Surfaces member engagement events from sections, chapters and across the organization to populate content in IFT Connect HUB

Membership Experience Department Operations

• Streamlines operations to leverage automation capabilities and effective customer service efficiencies
• Manages membership digital assets including online member center, membership web pages and emails with the goal of increasing conversions and capturing information about potential members
• Compiles and distributes bi-monthly Membership Update Report and monthly Membership Engagement Dashboard
• Approves and fulfills requests for hardship and emeritus membership in a timely manner
• Prepares IFT booth materials for membership recruitment success at section meetings and trade shows
• Supports current and future joint membership programs
• Represents IFT professionally at IFT Annual Event & Food Expo and other organization or industry events as needed
• Maintains and updates the IFT Membership Procedures
• Develops accurate and timely reports on all membership retention and recruitment activities, including annual membership data summary analysis highlighting trends in membership
• Provides insight on Personify data collection needs for membership initiatives
• Assists in the development and maintenance of annual membership budget to support organizational objectives

General Responsibilities

• Perform other duties as requested by Director, Membership Experiences, to support other membership, or volunteer related projects to achieve team goals
• Provide back-up support to IFT Central as needed

This is not meant to be a complete or comprehensive list as responsibilities may change; other duties, responsibilities and activities may be assigned at any time.