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Member Services Assistant Manager

2 weeks ago

Jakarta, Indonesia EGN Indonesia Full time

**Member Services Assistant Manager**

**Member Services, Assistant Manager - Full-time**

EGN Indonesia is looking for a Member Services, Assistant Manager (MSAM) - is that you?

The Member Service, Assistant Manager is a charismatic leader with strong customer service and organizational skills. The incumbent should possess excellent communication skills to connect with members and team members across the globe and be a proactive strategic partner and representative of EGN to our members.

In addition, the MSAM will assist the Managing Director of EGN Indonesia and be responsible for driving member engagement and retention, producing high-quality events, and ensuring an optimal membership experience resulting in higher member retention, reducing membership churn, possible referrals of new members and leading the team.

This role is a newly created position in a rapidly growing organization and will require you to be working largely from home in your country.

The Member Service Assistant Manager’s Responsibilities:

- Supervise day-to-day operations in the member service department.
- Produce all EGN Peer Group meetings and any event in person in Jakarta.
- Being EA to MD EGN Indonesia
- Respond to member service issues in a timely manner.
- Create effective member service procedures, policies, and standards.
- Develop member satisfaction goals and coordinate with the team to meet them on a steady basis.
- Maintain accurate records and document all member service activities and discussions.
- Assess service statistics and prepare detailed reports on your findings.
- Hire and train new member service assistant.
- To welcome and onboard new members, including orientating them to the various events available to them and connecting with the respective Chair
- To produce weekly cross-functional & monthly member events virtually with the aim to network or connect members together.
- To proactively add to members’ membership value through great customer experience, by aligning their membership goals with what EGN can do for them.
- To connect with members personally in ensuring that they are in the right Peer Groups for their goals in their member journey.
- To recommend new ways to improve the customer experience and work with related teams on implementing plans.
- To log all information regarding a member on the CRM system & Peer Group DNA
- To serve as Chair's assistant to assigned Chairs on all administrative tasks and to ensure that peer group meetings & cross functional event are prepared, carried out, and wrapped up without hiccup for all assigned peer groups.
- Being welcoming to meeting our members virtually and ensuring that everyone feels included and welcome.
- Creating the slides deck for the peer group meetings and cross functional events
- Assisting the setup of polls, quizzes, etc. and prepare breakout rooms via Zoom for the virtual attendees prior to meetings.
- Writing and sending the drafts of the Minutes of Meeting (MOM) & draft invite at the end of each event
- To craft LinkedIn content after every meeting/event
- Working with meeting Chairs/guest speakers on their rehearsals and other requirements
- To plan, schedule and execute new and scheduled activities and events for members engagement as approved by Head, Member Services, as needed.
- To maintain and refine assigned peer groups' DNA with Chairs on a monthly basis.
- To maintain and manage regular reporting of metrics to gauge member satisfaction.
- To source and select suitable external vendors to work with in improving member experience, such as LinkedIn, Credly, and venue partners.
- To coordinate, plan and implement workflow & templates for the team, improving their efficiency and accuracy.
- Other duties, tasks and responsibilities may be assigned by the Head of Member Service at any time.

**Requirements**:
As the Member Service Assistant Manager, you would likely require having the following:

- **Must be able to work at home, and able to conduct meetings & events both in person in Jakarta and virtually on zoom.**:

- **Must have an executive presence (Significant experience interacting with senior executives)**:

- **Previous work experience in member service, chambers of commerce, customer success roles, or relationship management roles**:

- **Exceptional listening, communication, and interpersonal skills to establish a strong rapport with senior executives.**:

- Strong customer-first mindset and leadership (Being a passionate advocate for our members every day)
- Highly organised and data disciplined to effectively manage hundreds of members under your care.
- Independent, quick learner, quick thinker, and able to adapt confidently and professionally to unexpected or uncertain situations.
- Prior expertise in video recording and editing will also be advantageous.
- Have a can-do attitude.
- Punctuality and a professional attitude are a must.
- Experience in providing customer service support.
- Excellent knowledge of man