Member Experience Manager

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Job description

The National Association of Wholesaler-Distributors (NAW), the Washington, DC-based trade association representing the 35,000 company, $8.2 trillion revenue distribution industry, is seeking a motivated, detail-oriented, and collaborative Member Experience Manager.

The Member Experience Manager will engage directly with member company executives and administrators to collect and analyze qualitative and quantitative information about organizations and their leaders, positioning NAW to optimize the delivery of services, content, and programming. In addition to contributing to the quality and maintenance of member data in collaboration with NAW's Operations Department, you will support the Member Experience team in delivering value to members in alignment with your research and analysis.

Job Responsibilities

• Gather business intelligence from member executives through phone, e-mail, and social media platforms.
• Communicate NAW member value proposition through ongoing interactions and response to member inquiries.
• Transfer collected business intelligence into NAW's customer relationship management platform in a way that ensures completeness, accuracy and organization.
• Implement data validation techniques and perform regular audits to maintain data integrity.
• Design and deploy surveys to inform Member Experience and organizational priorities.
• Analyze member data to craft and update Member Experience annual plans for individual member companies.
• Collaborate with Member Experience team to curate, align, and help deliver NAW's existing content, services, and programming to member executives.
• Research industry trends, best practices, and emerging technologies related to member intelligence, member service, and executive communication.
• Continuously seek ways to enhance business processes, information acquisition, and member communication effectiveness to better serve members and the enterprise.

Requirements: The requirements listed below are representative of the knowledge, skills, and/or abilities required to successfully perform the job as well as the education and experience requirements.

• Strong written and verbal communication skills; experience engaging with executives preferred.
• Strong organizational skills with attention to detail; ability to follow schedules and prioritize to meet deadlines and manage initiatives to completion.
• Experience utilizing modern data management and communication tools (Microsoft Excel & Outlook, Salesforce, LinkedIn, ZoomInfo).
• Strong interpersonal skills, exhibiting a positive attitude and a professional demeanor.
• Strong analytical, research and data evaluation skills to identify trends among members' experiences.
• Exceptional customer service skills; a focused listener and problem solver.
• Ability to work with creativity and flexibility in a fast-paced environment.
• Ability to work independently and collaboratively with internal and external stakeholders.
• Ability to create new processes and demonstrate sound judgment.
• A high degree of personal initiative.

Education and Experience:

• Bachelor's degree in a related field (or equivalent work experience), required
• Minimum of three (3) years of experience in member experience, with a demonstrated track record of success in building relationships and analyzing data, required.

Other Requirements:

• Experience in cross-functional teamwork and program management, required
• Salesforce experience, desirable

Work Environment: The position is based at NAW's headquarters office in Washington, DC, near Metro Center. NAW is currently offering a hybrid work model. Employees are required to be in the office Tuesday, Wednesday, Thursday, and upon request for mandatory meetings or events. Employees are provided the opportunity to work remotely on Monday and Friday. The hybrid work model is subject to change. NAW's DC HQ office provides a standard office environment.

NAW is an Equal Opportunity Employer.

Travel: up to 10%

Experience level and other factors will determine the final salary level, in the starting range of $67,000-$75,000.

PandoLogic. Category:Customer Service,

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