Head of Member Relations / Head of Member Experience (m/w/d)

At our association, it is about a federal industry association in the interface area "Digital and Energy". This creates not only numerous new job opportunities in Germany, but is also a major driver for technical innovations towards digitalization. Correspondingly, the association understands itself as a bridge towards the public and politics to strengthen the growth of its industry together and improve its perception in economy, society, and politics. It is also embedded in an European-wide network of similar national umbrella organizations.

This position is to be filled full-time at the location Frankfurt am Main. It can be hybrid worked, provided that a residential proximity to the Frankfurt am Main metropolitan area is given.

Aufgaben

You will take over the overall responsibility for our member experience of our member companies – from the first contact and onboarding over the comprehensive care during their association membership until renewal/win-back. You will develop the member service strategically further, build scalable processes and CRM solutions accordingly, and ensure that members can feel the concrete benefits of our industry association – and always be able to understand them. The goal is to deliver measurable member value and make it visible.

DAS SIND DEINE AUFGABEN IM DETAIL:

Member Lifecycle & Member Success

• End-to-End responsibility for onboarding, care, activation, binding and win-back
• Bau of a Key-Account model and implementation of regular satisfaction surveys

Mehrwert & Portfolio

• Development of an attractive service portfolio for our member companies, including a balance of the different interests of the various member groups
• „Member Value“ make visible: Quarterly Member Value Report, benefit communication, segmented benefit logic – as a lever for cost-benefit perception

Kommunikation als Mitgliederservice

• Participation in the member newsletter as a service product with focus on target group-specific topics

Networking & Events (Member Experience)

• You will lead the team event and project management and develop new formats with them, and be responsible for one of our three core areas.

Engagement & Arbeitsgruppen

• Sytematic activation of members in working groups: clear assignments, output rhythms (best practices, benchmarks/markets data, initiatives)

Prozesse, CRM & Steuerung

• Optimization/Digitalization of membership processes and maintenance/ further development of the CRM
• Definition of KPIs (retention, growth, engagement, service quality) and regular reporting to the management board

Qualifikation

DAS WÜNSCHEN WIR UNS VON DIR:

• Multiple years of experience in member care or community management, ideally in a federation or chamber environment
• Numerical evidence of experience in CRM-specific process design, data quality & reporting
• A strong service- and stakeholder-oriented approach with diplomatic skills (conflict resolution between member groups)
• Experience in the area of member campaigns as well as the ability to synergistic cooperation with other interfaces (communication/event/public affairs)
• Very good German language skills; English secure in a professional context (international member structure)

Benefits

UNSER ANGEBOT:

• Direct entry and personal development opportunities in a dynamic and innovative industry with international network and possibilities
• Participation in a professional, highly motivated team and close exchange with the management board, executive committee and various well-known member companies
• Responsibility for a task with much scope for design as well as the opportunity to make this task