Primary Purpose:
To foster a vibrant, engaged member community by serving as a primary liaison between FMI, FMI staff and its members, delivering member-facing programs and engagement opportunities that drive participation, retention, and satisfaction through high-touch support and valuable member experiences.
Essential Job Functions:
- Serve as an ambassador of FMI and serve as a liaison for members, ensuring proactive relationship management and communication.
- Monitor and coordinate member lifecycle stages by guiding new members, managing onboarding processes, providing ongoing support (phone, email, chat), and resolving inquiries and concerns (as needed).
- Design creative engagement touchpoints to reinforce yearlong value, and support recruitment, onboarding, and retention through follow-up with at-risk members.
- Plan, promote, and execute events, networking opportunities, and workshops that engage members and their staff to strengthen relationships, and foster knowledge-sharing.
- Collaborate with internal stakeholders to create newsletters, email campaigns, and outreach, ensuring all member engagement activities and opportunities are reflected.
- Track, analyze, and manage member engagement metrics (e.g., retention, engagement, participation, usage trends, etc.) within member databases (CRM) to inform strategy and decision-making.
- Collect and evaluate member feedback, report on engagement trends, and help refine the member value proposition.
- Create and distribute reports for FMI leadership outlining progress.
- Manage member engagement budgets, ensuring efficient allocation of resources to achieve business objectives.
Other Job Duties:
- Other duties and projects as assigned.
