Torchora
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Key Responsibilities and Required Skills for a Membership Coordinator

💰 $45,000 - $65,000 Annually

AdministrationNon-ProfitCustomer ServiceCommunity Management

🎯 Role Definition

As our Membership Coordinator, you will be the heart of our member experience and the primary ambassador for our organization. You are a natural relationship-builder, a meticulous organizer, and a proactive problem-solver dedicated to ensuring every member feels valued, connected, and engaged. This role is critical for fostering a vibrant community, driving membership growth and retention, and ensuring the smooth administrative operation of the membership department. You will manage the entire member lifecycle, from welcoming new individuals to celebrating long-term supporters, making you an essential part of our team's success.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Administrative Assistant
  • Customer Service Representative
  • Event Assistant

Advancement To:

  • Membership Manager
  • Community Manager
  • Development & Engagement Manager

Lateral Moves:

  • Event Coordinator
  • Communications Coordinator

Core Responsibilities

Primary Functions

  • Serve as the primary, front-line point of contact for all member inquiries, providing timely, professional, and comprehensive support via phone, email, and in-person interactions.
  • Manage the complete member lifecycle, from processing new member applications and payments to executing a structured onboarding process and handling annual renewals.
  • Proactively engage with the membership base to foster a strong sense of community, build relationships, and encourage participation in events, programs, and volunteer opportunities.
  • Meticulously maintain and ensure the integrity of the member database (CRM/AMS), regularly updating contact information, membership status, engagement history, and communication preferences.
  • Develop and execute targeted member retention strategies, including personalized outreach campaigns, systematic renewal reminders, and tracking of at-risk members for intervention.
  • Coordinate and promote member-exclusive events, workshops, webinars, and networking opportunities from initial planning and communication to post-event follow-up and feedback collection.
  • Administer the full suite of member benefits, ensuring members are aware of, understand, and can easily access the value propositions included in their membership.
  • Process membership dues, generate and distribute invoices, accurately track payments, and professionally manage collections for outstanding balances.
  • Create, curate, and distribute regular member communications, including weekly or monthly newsletters, email announcements, and social media content, to keep members informed and engaged.
  • Generate, analyze, and present detailed membership reports on key metrics such as growth, retention rates, acquisition sources, and demographic trends to inform strategic decisions.
  • Collaborate closely with the marketing and communications teams to develop compelling campaigns for member acquisition and to effectively promote the value of membership to prospective audiences.
  • Implement a comprehensive onboarding program for new members, providing welcome packets, orientation materials, and personalized follow-up to ensure a smooth and positive integration.
  • Actively manage and moderate online member portals, forums, or social media groups, encouraging productive discussion and ensuring a positive and professional environment.
  • Resolve member issues and complaints with empathy and efficiency, troubleshooting problems and escalating complex situations to the Membership Manager when appropriate.
  • Assist in the logistical planning and execution of major organizational events, such as the annual conference, including managing registration, coordinating materials, and providing on-site support.

Secondary Functions

  • Support the development and refinement of membership policies, operational procedures, and benefit packages based on member feedback and industry best practices.
  • Liaise effectively with other internal departments (e.g., Events, Finance, Education) to ensure a cohesive and seamless member experience across all organizational touchpoints.
  • Maintain a highly organized system of both digital and physical files related to membership records, historical correspondence, and financial transactions.
  • Design, deploy, and analyze member satisfaction surveys to gather actionable data and identify opportunities for new programs, services, or improvements.
  • Provide high-level administrative support to the Membership Manager and department, including scheduling meetings, preparing reports, and handling special projects as assigned.
  • Support ad-hoc data requests and exploratory data analysis to uncover insights about member behavior and preferences.
  • Contribute to the organization's data strategy and roadmap by ensuring membership data is clean, accessible, and actionable.

Required Skills & Competencies

Hard Skills (Technical)

  • CRM/AMS Proficiency: Demonstrable experience with CRM or Association Management Software (e.g., Salesforce, Neon CRM, YourMembership, Wild Apricot).
  • Microsoft Office Suite: Advanced skills in Microsoft Office, particularly Excel for data manipulation and reporting, Word for mail merges, and Outlook for communications.
  • Email Marketing Platforms: Competence in using email marketing tools like Mailchimp, Constant Contact, or similar, for creating and sending newsletters and campaigns.
  • Basic Accounting/Finance: Familiarity with basic accounting principles for processing dues, creating invoices, and tracking payments accurately.
  • Content Management Systems (CMS): Experience updating website content and member portals using systems like WordPress, Joomla, or Drupal.
  • Data Reporting & Analysis: Ability to pull, analyze, and interpret data to create meaningful reports on membership trends and KPIs.

Soft Skills

  • Exceptional Customer Service: A genuine passion for helping people and a commitment to providing an outstanding member experience.
  • Superior Communication: Excellent written and verbal communication skills, with the ability to craft clear, professional, and engaging messages for diverse audiences.
  • Impeccable Organization & Detail-Orientation: Meticulous attention to detail and the ability to manage multiple tasks, deadlines, and a high volume of information simultaneously.
  • Proactive Problem-Solving: A resourceful and independent thinker who can anticipate needs, identify issues, and implement effective solutions.
  • Interpersonal Skills: Strong ability to build and maintain positive, professional relationships with members, volunteers, and colleagues.
  • Time Management: Proven ability to prioritize tasks effectively in a fast-paced environment, ensuring that both urgent needs and long-term projects are addressed.

Education & Experience

Educational Background

Minimum Education:

  • Associate's Degree or equivalent professional experience in a relevant field.

Preferred Education:

  • Bachelor's Degree.

Relevant Fields of Study:

  • Communications
  • Business Administration
  • Marketing
  • Non-Profit Management
  • Hospitality

Experience Requirements

Typical Experience Range:

  • 2-4 years of experience in a customer service, administrative, or community-focused role.

Preferred:

  • Direct experience in a membership-based organization, non-profit, or professional association is highly preferred. A proven track record of working within a CRM database to manage customer or member data is a significant asset.
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