The Manager, Member Experience is a key player in operationalizing WEF's Strategic Plan to deliver a best-in-class member experience. Reporting to the Director of Recruitment and Retention, this role manages and leads WEF’s customer service function through an outsourced vendor, with a primary focus on driving membership value from onboarding to renewal through continuously improving customer service and member satisfaction scores. The Manager contributes to the development of enhanced membership engagement and user experience strategies, supports data modernization efforts and implements process efficiencies to drive membership revenue growth.
NOTE: This position is open to either hybrid work – 80% remote and 20% in-office (Alexandria, VA) – or 100% remote work and requires travel to WEF’s annual conference.
Manage WEF's outsourced customer service team to ensure that they provide timely and exceptional service to WEF's members. Ensure that the customer service team has the necessary tools, including system access, training, and WEF knowledge to effectively execute their job functions.
Own the WEF member journey experience. Leverage data and analytics and industry best practices to ensure that WEF members can easily navigate each step of their user journey, including awareness of WEF benefits, creating their membership account, accessing WEF products and services, and community engagement.
Promote a culture of continuous improvement, responding to and anticipating member needs. Proactively implement customer service strategies to improve service and drive customer loyalty.
Interpret and analyze membership data sets to share insights, business intelligence and recommendations to support recruitment, retention, and engagement.
Oversee regular member data maintenance and updates in conjunction with IT and the customer service team. This includes member data clean up, demographic data updates, member association dues updates, and duplicate member record management.
Update, implement, execute, and maintain policies and procedures to facilitate a quality customer service experience for WEF members.
Initiate the launch, set up, implementation and ongoing management of a tool to monitor customer service interactions to ensure service standards are met and are handled efficiently and effectively and that problems are quickly identified and solved.
Establish customer service reporting, dashboards, SLAs, and surveys that measure member satisfaction and effectiveness of customer service interactions and progress against goals.
Collaborate with the IT, Web Services, and Membership teams to identify opportunities for database functionality updates, internal process, and user experience improvements.
Support the implementation of changes to enhance the performance, efficiency, and overall functionality of the database systems.
Minimum of five years’ member services experience at an association.
Proficiency with CRM or AMS software(reporting and data management), experience with Fonteva or Salesforce preferred.
Prior experience implementing member or customer experience programs to drive growth and retention.
Solid oral and written communication skills.
Ability to develop and maintain collegial and effective working relationships, manage competing priorities, and work effectively under pressure.
The ability to interpret data and user insights to inform decision-making.
Experience with SQL reportingto include writing queries, developing reports, and analyzing data.
Proven track record for meeting multiple deadlines.
Promotes a culture of continuous improvementcentered on serving member needs.
This person will work primarily in an office environment using standard office equipment.
WEF reserves the right to require proof of COVID-19 vaccination or other compliance with public health measures as a condition of employment. This is not mandatory at this time.
WEF is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
The Water Environment Federation (WEF) is a not-for-profit technical and educational organization of more than 30,000 individual members and 75 affiliated Member Associations (MAs) representing water quality professionals around the world. Since 1928, WEF and its members have protected public health and the environment. WEF and its global network of members and member associations provide water quality professionals around the world with the latest in water quality education, training, and business opportunities. WEF’s diverse membership includes scientists, engineers, regulators, academics, utility managers, plant operators, and other professionals. WEF uses this collective knowledge to further a shared goal of improving water quality around the world.
WEF is operating under a new Strategic Plan built on the vision of a life free of water challenges. Our ultimate goal is a world where each person has access to clean water and sanitation, where communities prosper, and where nature thrives. The key strategic goals under the new Strategic Plan are: 1) to attract and develop a diverse and passionate workforce; 2) to cultivate a purpose-driven community to sustainably solve water c...hallenges for all; and 3) to lead the transformation to the circular water economy.
The new Strategic Plan embodies WEF’s embrace of diversity, equity, and inclusion in all that we do. WEF is committed to equity and inclusion in all aspects of our work, including within the governance structure and leadership, WEF partners, WEF staff, and the WEF membership. This commitment to diversity, equity and inclusion will guide our work and our programs, culminating in outcomes that improve public health for all.