Membership Services Associate

About the role

This role supports the Chamber of Commerce and Industry by improving member retention, reactivating inactive accounts and optimising service delivery. It focuses on reconnecting with dormant members, keeping member databases accurate, handling renewals and onboarding, and linking members with Chamber resources and opportunities.

Key responsibilities

• Run targeted outreach campaigns to inactive members and prospective candidates by phone, email, messaging apps and in person.
• Record the reasons for lapses, non-renewals and recurring questions in a central tracking system.
• Keep membership databases up to date: contact details, membership categories, subscription status, engagement history and follow-up tasks.
• Support renewal and onboarding by checking data completeness, coordinating admin steps and distributing approved membership details and welcome kits.
• Guide members to Chamber services, events, policy discussions and support programmes, and track participation.
• Help collect member feedback and satisfaction surveys, summarise common themes and feed them into service improvements.
• Produce weekly reports on outreach, response rates, renewals and referrals, and escalate complaints, reputation or data integrity issues.

Required profile

• Proven ability to communicate across phone, digital and face-to-face channels.
• Experience managing membership lifecycles, including onboarding, renewals and reactivation.
• Strong organisational skills for accurate records and member status tracking.
• Excellent interpersonal skills to build rapport with diverse members.

Required skills

• Data analysis to spot trends and summarise feedback.
• Concise reporting and discretion with sensitive information.