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Overview of the Role This role requires a proactive and highly organised individual who is passionate about member success and is adept at using technology to enhance engagement and operational efficiency. Main duties include: Effective Member Onboarding:
Successfully conduct Enquiry (triage) calls with new leads, to determine if they're a good fit for The Growth Alliance. Book in Strategy Call with a coach or refer elsewhere if unsuitable.
Successfully conduct Enrolment calls with new members after sales are finalised, ensuring a warm welcome and understanding of the next steps.
Set up and manage all necessary logins and access for new members, coordinating closely with technical teams and Craig for training and process improvement.
Engagement and Activity Monitoring : Co-ordinate bookings of members into sessions and events, ensuring members are engaging with the program
Maintain an engagement matrix/tracker to monitor members' involvement in events, interactions in Facebook groups, and usage of the member portal, utilising tool built by Craig.
Monitor and assess engagement scores and highlight members who require additional support or intervention. Implement AI tools to assist as soon as they're available.
Member Support and Intervention: Ensure members update their monthly progress in their performance dashboards.
Identify members falling behind targets or showing signs of reduced engagement and initiate contact to offer support, and if necessary, schedule a Get Unstuck call with a coach.
Refer members to the right content to suit their needs and enquiry
Liaise with Coaching and Consulting internal marketing team to design communications and deploy where appropriate.
Ascension Tracking: Monitor member growth and identify individuals ready for progression to higher tiers of membership, mainly targeting potential invitees for the Captains Forum.
Event Management Support: Assist in the planning and coordinating of events, ensuring venues are booked and logistics are handled well in advance (at least 12 months ahead wherever possible).
Feedback Collection and Enhancement: Systematically collect and report on member feedback.
Actively develop solutions to improve the feedback score based on member suggestions.
Key Competencies: Strong Communication Skills: Ability to communicate with members and team members, ensuring understanding and efficient collaboration.
Attention to Detail: Meticulously manage multiple tasks and monitor numerous data points without compromising quality. Our Member Success Co-ordinator will need to maintain deep knowledge of the resources that are available in TGA at all times.
Problem-Solving Skills: Quickly identify issues and develop effective solutions to enhance member satisfaction and engagement.
Organisational Skills: Efficiently manage time and resources to meet deadlines and prioritise tasks effectively.
Technological Proficiency: Comfortable using and learning new technologies that facilitate member engagement and tracking. Understanding of Microsoft Excel, data-mapping and Power BI desirable, however not required.
Successful applicants should: Bachelor's/College Degree, any field At least 3-5 years of relevant experience in Client Relations Stakeholder Management - experience dealing with various stakeholders in a global perspective Basic knowledge and skills in using and navigating CRM platforms (e.g Salesforce) Non-negotiable requirements: Internet Connection of at least 15 Mbps Residence within Cebu and Cagayan de Oro City Benefits you and your family can enjoy: Salary increments on the 6th and 12th months, with annual performance appraisals 500K per incident HMO coverage + Dental & Optical benefits Career growth opportunities 2-week paid Christmas vacation 25K Educational Assistance Referral bonuses Training and equipment will be provided Fixed Schedule of Mon-Fri from 7 AM to 4 PM #J-18808-Ljbffr
