Manager, Member and Customer Engagement

Notice of Position Availability

Position Description

Note: “WISPA Entities” includes the Wireless Internet Service Providers Association (“WISPA”), the WISPA Educational Institute, and the WISPA PAC.

Position Title:                    Manager, Member and Customer Engagement

Supervisor’s Title:             Vice President, Operations & Finance

WISPA is looking for a responsible, professional, and experienced Manager, Member and Customer Engagement to oversee WISPA membership, manage membership recruitment and retention, develop benefit programs and participate in organizing events that engage and grow the WISPA community.

This position has a proactive, sales focus, and is crucial to ensuring that the WISPA member value proposition is clearly defined and communicated to current and prospective members.  Reporting to the Vice President, Operations and Finance, the successful candidate will be a capable multitasker with excellent organizational and communication skills and a positive attitude. Compensation will be a hybrid of fixed salary and commission. In addition, this position collaborates with WISPA’s events and communications teams to improve member engagement.

Responsibilities

Responsibilities include (but are not limited to) being able to:

• Oversee the planning, execution and evolution of membership recruitment, onboarding, retention, and engagement initiatives. Identify, recommend, develop and implement new member programs and services with a goal of increasing member value.
• Oversee data management, including the collection and organization of accurate and relevant information pertaining to members, prospective members, membership renewal, and new member processing.
• Leverage publicly available data sources (e.g., FCC BEAD data) as well as commercially available data sources in the development of membership prospecting.
• Develop tools and feedback mechanisms to gauge member satisfaction. Solicit membership feedback and develop strategies for membership recruitment, retention, and engagement. Identify and develop strategies to retain at risk members, and to increase member retention.
• Produce regular and as-assigned membership reports (e.g., member totals, retention, trends, outstanding renewals, etc.).
• Create marketing campaigns to communicate benefits to members and prospects.
• Grow and maintain awareness of the membership practices of similar trade associations to identify possible best practices and identify prospective new member opportunities for WISPA. Identify emerging industry alignments for trade association collaboration and WISPA membership growth.
• Work closely with the Lead Event planner and Director of Sales to ensure cohesive messaging and branding align membership initiatives and overall organizational goals.
• Administer and grow the Women of WISPA program.
• Provide support as directed by the Vice President, Operations & Finance.
• Other duties as assigned.

Job Specifications/Requirements

Physical demands: the work environment is typical of professional office settings, including noise levels. The ability to move items weighing 50 pounds or less, including documents, meeting materials, office technology and other materials, with or without assistance, is required.

In addition to demonstrating functional proficiencies integral to Responsibilities as set forth above, the successful candidate will possess these qualifications:

1)  Education, Experience, and Background Verification

a)  A bachelor’s degree in business administration, marketing or a related field is required, with 5-7 years of relevant, progressive work experience. Experience working in a trade association membership engagement and/or a broadband internet services customer-facing role is desired.

b)  Sales and/or customer service experience is required. Ideal attributes include: i) strong record in sales or customer relationship management resulting in long-term, mutually beneficial relationships, and ii) impeccable follow-up.

c)  Note: employment contingent upon successful completion of WISPA-commissioned third-party background checks with clear findings.

2)  Knowledge. Skills & Abilities

a)  Service orientation:  Unwavering commitment to serving member needs.

b)  Sales:  strong track record of successful sales experience.

c)  Industry knowledge: understanding of the telecommunications industry with specific knowledge of ISP business needs.

d)  Initiative:  Emphasis on active outreach and engagement rather than reaction or response.

e)  Availability: Accountable for prompt engagement, matching the industry’s pace.

f)  Communication: Excellent written and verbal communication skills.

g)  Project Management: Ability to manage multiple projects simultaneously, including projects with complex timelines and task interdependencies.

h)  Creativity: Innovative thinking to develop engaging recruitment and retention strategies.

i)  Sound judgment:  in the performance of assigned tasks, demonstrated by the exercise of discretion, tact, initiative, confidentiality, and decorum.

j)  Flexibility:  in the face of change and ambiguity.

3)  Physical Demands/Work Environment

a)  Demonstrate stamina and other acuities, as the duties of this position require the employee to:  i) sit, stand and walk frequently, ii) lift, carry, push, pull, or otherwise move objects, and iii) possess vision acuities including near vision, mid-range vision, depth perception, color vision, and ability to change focus.

b)  Handling office tasks, such as filing, generating reports and presentations, hosting and attending meetings.

c)  Using computers to generate reports, create presentations, and conduct research, including proficiency in desktop/laptop/tablet hardware and software applications (Microsoft Office 365 – Word, Excel, PowerPoint, Project – Adobe Acrobat, etc.).

d)  Use of customer relationship management (CRM) or sales cycle/sales funnel software to manage leads, schedule follow-ups, and maintain proactive engagement with customers and revenue prospects.

e)  Maintaining professional demeanor (polite composure when communicating interpersonally and via phone, e-mail, and mail); anticipating the needs of others to ensure their seamless and positive experience.

f)  Additional requirements include the ability to: i) travel for scheduled meetings, conferences, and training, ii) work outside of the regularly scheduled workday periodically (e.g., weekend Board meetings and other events), iii) sit and work at a desk/computer for extended periods of time, and iv) be self-motivated.

Supervisory Responsibilities

This position does not presently directly supervise others but may in the future.

Residency, Compensation, Benefits

This position is open to candidates residing in the continental United States. No relocation assistance will be provided. Some travel, typically 6-8 times per year, is required, including participation in all WISPA events as well as events hosted by certain collaborating associations. Compensation for this exempt position will be commensurate with experience and includes base salary and incentive compensation/commission components. WISPA offers comprehensive employee benefits including PTO, 401(k) with company match, and group health, dental/vision, and short- and long-term disability insurance plans. WISPA is an equal opportunity employer.

The above information has been designed to indicate the general nature and level of work but is not designed to contain or be interpreted as a comprehensive inventory of all required duties, responsibilities, and qualifications.

To be considered for this Manager, Member and Customer Engagement position, please submit a letter of introduction, including your compensation requirements and c.v./resume, via email, to: resumes@wispa.org