Membership Specialist
The Membership Specialist is responsible for delivering consistent and responsive member service.
Responsibilities include:
- Serve as a primary point of contact for membership inquiries, responding to phone and email communications within one business day.
- Resolve member issues related to renewals, benefits, and membership status, escalating complex issues when necessary.
- Conduct outbound renewal and engagement calls to members whose memberships are expiring or recently lapsed.
- Maintain detailed notes of member interactions in Salesforce contact records.
- Ensure all member inquiries are fully resolved and documented
Membership Processing & Salesforce Data Management
The Membership Specialist is responsible for ensuring the accuracy, completeness, and timeliness of all membership records in Salesforce.
Responsibilities include:
- Process new memberships, renewals, upgrades, and gift memberships within 2 business days of receipt.
- Enter and update member data in Salesforce, ensuring records are accurate, complete, and properly coded.
- Generate and send membership acknowledgments, receipts, and welcome communications.
- Maintain accurate membership status records including:
- Membership level
- Start and expiration dates
- Payment information
- Benefit eligibility
- Conduct monthly data audits to identify and correct incomplete or inaccurate records.
Membership Renewals & Retention
The Membership Specialist is responsible for supporting renewal and retention efforts through consistent operational execution.
Responsibilities include:
- Generate renewal lists and reports from Salesforce according to established campaign schedules.
- Execute renewal outreach including:
- Renewal reminders
- Lapsed member follow-up
- Upgrade opportunities
- Track renewal responses and update membership records accordingly.
- Monitor renewal rates and report trends to the Senior Director.
Campaign & Communications Coordination
The Membership Specialist supports the operational implementation of membership campaigns.
Responsibilities include:
- Assist with the preparation and execution of membership appeals and renewal campaigns.
- Review campaign materials for accuracy of membership levels, benefits, and pricing.
- Coordinate campaign timelines with internal teams and external agencies.
- Ensure campaign lists generated from Salesforce are accurate and properly segmented.
- Monitor campaign execution to ensure mailings and communications are delivered on schedule.
Reporting & Data Analysis
The Membership Specialist is responsible for producing accurate and timely membership reporting.
Responsibilities include:
Prepare and distribute the following reports:
Weekly
- New members
- Renewals
- Membership revenue
- Outstanding member inquiries
Monthly
- Membership acquisition
- Renewal rates
- Membership upgrades
- Lapsed memberships
- Membership revenue summary
Responsibilities include:
- Generate reports directly from Salesforce.
- Validate report accuracy prior to distribution.
- Identify trends or anomalies and escalate when necessary.
Membership Benefit Fulfillment
The Membership Specialist is responsible for ensuring members receive benefits accurately and on schedule.
Responsibilities include:
- Coordinate the fulfillment of membership benefits including:
- Membership cards
- Welcome packages
- Publications
- Special event invitations
- Track benefit fulfillment through the Association’s fulfillment vendor.
- Monitor fulfillment timelines to ensure packages are shipped within 10 business days of membership activation.
- Resolve fulfillment errors or delays.
- Coordinate stewardship packages for premier membership levels in partnership with Donor Relations.
Vendor & Agency Coordination
The Membership Specialist manages operational coordination with vendors supporting membership services.
Responsibilities include:
- Serve as the primary point of contact for vendors supporting:
- Direct mail campaigns
- Membership fulfillment
- Printing and mailing
Track vendor deliverables and timelines.
- Ensure vendors receive accurate lists and instructions.
- Confirm that materials are produced according to approved specifications.
Website & Digital Membership Management
The Membership Specialist helps ensure membership information on digital platforms is accurate and current.
Responsibilities include:
- Conduct quarterly audits of membership pages on the Association website.
- Identify outdated content, broken links, or incorrect information.
- Coordinate updates with the digital team to ensure accuracy.
- Test membership and donation forms to confirm functionality.
Process Documentation & Continuous Improvement
The Membership Specialist contributes to the efficiency and improvement of membership operations.
Responsibilities include:
- Maintain documentation of membership workflows and procedures.
- Identify process inefficiencies and recommend improvements.
- Participate in special projects related to membership growth and operations.
Performance Expectations
Success in this role will be measured by:
- Accuracy of Salesforce membership records
- Timeliness of membership processing
- Responsiveness to member inquiries
- On-time campaign execution
- Accurate and timely reporting
- Successful fulfillment of member benefits
Key Skills & Qualifications
- Bachelor’s degree preferred
- 2–4 years' experience in membership programs, development operations, or donor services
- Experience working with CRM systems (Salesforce preferred)
- Strong attention to detail and organizational skills
- Excellent customer service and communication skills
- Ability to manage multiple priorities and deadlines
