POSITION SUMMARY: As a Member Experience (MX) Manager at MHI, you will play a pivotal role in driving member engagement by ensuring that our members receive the best possible support and service. You will advocate for our members, working to understand their needs and guide them toward utilizing the full range of MHI association services and benefits. You will be a resource for all MHI offerings and upcoming events. You are passionate about making a difference by enhancing the member experience engagement and delivering member value.
PRIMARY DUTIES & RESPONSIBILITIES:
- Member Advocacy: Act as our members' primary point of contact, fostering strong relationships and providing a personalized and dedicated level of service both in person and virtually.
- Resource Expertise: Stay well-informed about all the services, resources, and benefits offered to members. You will be responsible for effectively communicating the value of these services to members.
- Needs Assessment: Collaborate with members to understand their specific needs and challenges. Identify opportunities to help them leverage our resources to meet their goals.
- Problem Resolution: Address member inquiries, concerns, and issues promptly and professionally. Work with other teams as necessary to ensure members' needs are met.
- Educational Outreach: Develop and deliver informational materials, webinars, and workshops to educate members about the benefits available to them and how to utilize them effectively.
- Data Analysis: Work with IT and Marketing to track member engagement, satisfaction, and utilization of services. Use this data to continually improve and tailor services to meet members' needs.
- Documentation: Maintain accurate records of member interactions, ensuring that all relevant information is documented and accessible to the team. Maintain accurate data related to all member accounts and contacts in Engage (our CRM system).
- Collaboration: Collaborate with other departments, including Knowledge, Exhibitions, Industry Groups, IT, and Marketing, to ensure that member services are effectively promoted and aligned with the overall organizational goals.
- Events: To drive member value, assist in the creation, coordination, and execution of the MHI Annual Conference, MHI Community events, and associated regional events.
- Onboarding: Partner with the Membership team to conduct new member orientation meetings and first-timer welcome sessions at the Annual Conference.
REQUIRED SKILLS AND COMPETENCIES:
- Demonstrated commitment to excellent customer service.
- Excellent communication and interpersonal skills.
- Passion for helping others and the ability to build and maintain strong relationships.
- Exceptional attention to detail. Excellent follow-up.
- Strong problem-solving and conflict-resolution abilities.
- Ability to initiate and complete tasks with limited oversight.
- Good personal organization, time management, and planning skills.
- Dedicated team player with the ability to work effectively with diverse people.
- An effective listener who seeks and accepts feedback and looks for opportunities to learn and grow.
- Willingness to take on new tasks as they arise and a desire to learn new skills.
- Proficiency in Microsoft Office, MS Teams, GoToMeeting/Zoom.
- Remote meeting software required (Teams, GoToMeeting, Zoom).
- Membership CRM System proficiency (Salesforce /Fonteva).
REQUIRED QUALIFICATIONS:
- A bachelor’s degree in business, marketing, or a related field is preferred.
- Previous experience in customer service, sales, account management, or a related role.
- Knowledge of the manufacturing and material handling industry is an advantage.
- Travel requirement 70% domestically.
About Us
The Material Handling Industry (MHI) has created a dynamic environment in which employees genuinely care about shared successes and embrace our core values of extraordinary service to our members, pursuing excellence through continuous improvement, collaborating to elevate our industry, a commitment to continuously learn and share knowledge and a respectful and inclusive workplace. We look for people who can apply their skills and talents to purposeful, meaningful, challenging, and rewarding work.Come be a part of MHI, the largest non-profit U.S.
material handling and logistics trade association, representing the leading providers of material handling and logistics solutions. MHI sponsors the two leading trade shows for material handling and logistics equipment, systems, and technologies in the United States.
What we offer
In addition to an outstanding work environment, MHI team members enjoy industry access and professional development:
- We provide a competitive salary commensurate with experience.
- Excellent benefits package includes Health Plan, Health Reimbursement Assistance, Health Savings Account, Dental Plan, Vision Plan, Life insurance and AD&D, Short term Disability, Long Term Disability, Long Term Care
- 401K Plan
