Retention Account Manager

MADE Chamber + CDC is a 501c6 organization that unites the combined strengths of the MADE Chamber and MADE CDC for the benefit of the MADE region by creating a unified implementation team on behalf of both organizations. We are building a team of tenacious problem solvers who will work to ensure that the ambitious goals of the two organizations are achieved and scaled. We are seeking an individual who exemplifies our core values: enthusiastic connector, be bold, deliver remarkable experiences, every member matters, and effective accountability.

The Retention Accounts Manager plays a vital role in growing and retaining the membership base for both the MADE Chamber + MADE CDC organizations. The Retention Accounts Manager will be responsible for developing and implementing strategies to increase membership, engage members, and ensure member satisfaction.

The Retention Accounts Manager is a full-time, exempt, salaried position, and is expected to meet regularly with members whether on site or offsite in accordance with the annual retention and engagement plan. Current hours for the organization are Monday – Thursday from 9:00 a.m. – 4:30 p.m. and Friday from 9:00 a.m. – 3:00 p.m.  The Retention Accounts Manager will occasionally support events or activities outside of normal business hours.

Key roles include:

• Member Onboarding  
• Account Management
• Member Engagement & Communications
• Resource & Benefits Coordination
• Relationship Building
• Issue Resolution & Government Liaison

Key Skills:

• Strong organizational, communication, interpersonal, and in-person and verbal skills.
• Experience in membership management, fundraising, or customer service.
• Ability to develop and implement strategic plans.
• Proficiency in using CRM software and other relevant tools.
• Knowledge of nonprofit organizations and their mission.
• Ability to work independently and as part of a team.
• Strong problem-solving and analytical skills.
• Passion for the organization's mission and values.

Key Responsibilities:
Member Engagement and Retention:

• Develop and implement member engagement programs and initiatives.
• Organize and coordinate member onboarding and engagement activities.
• Foster a positive and welcoming member experience.
• Develop and implement member retention strategies.
• Collaborate with events, marketing, and communications roles to promote membership.

Member Services:

• Serve as primary member point of contact and respond to member inquiries and concerns promptly and effectively.
• Conduct regular outreach to assess member needs and satisfaction.
• Manage membership renewals and billing processes.
• Support member events, such as ribbon ceremonies.
• Ensure compliance with membership policies and procedures.
• Provide excellent customer service to all members.
• Maintain accurate and up to date information in CRM tools and systems.

Issue Resolution & Government Liaison:

• Assist businesses by providing guidance, resources, and support in navigating policies, regulations, and challenges.
• Act as a bridge between small businesses and relevant government agencies or organizations, helping them overcome hurdles and succeed. 

Data Analysis and Reporting:

• Track and analyze membership data to identify trends and insights.
• Use data to inform membership strategies and decision-making.
• Prepare reports on membership performance and progress.

The MADE team is dynamic and committed to the success of our organization and community. While team members are given flexibility – they are held accountable for performance measurements to ensure objectives are achieved. We run on EOS (Entrepreneurial Operating System), and candidates should consider reading the book “Traction” to get a basic understanding of how the organization operates. Early mornings and occasional evening meetings are a part of our work, and all team members are asked to attend as appropriate. Applicants must be able to travel efficiently to off-site meeting locations throughout the region.

Perks of the Job

• Medical, dental, and vision benefits
• Competitive paid time off
• 401(K) program availability
• Short-term disability
• Flexible work environment

Applicants should send resume and cover letter to info@madeteam.org by Monday, September 1.