OVERVIEW
Encore Creativity seeks a new member of the Member Experiences Team to support day-to-day program operations and member experiences. As the first point of contact between Encore staff and Encore singers, the Member Experiences Coordinator plays a key role in the organization to create and maintain positive relationships by functioning as a customer service liaison between staff and singers, assisting singers with registration and responding to phone and email inquiries. The position also includes management of the registration process and assisting with the development and implementation of special events and activities.
The Member Experiences Coordinator team works in coordination with Encore staff and CEO to operate and plan program activities by:
- Performing administrative tasks to ensure organizational effectiveness and efficiency
- Providing administrative support to members of the Encore Team as needed
- Planning and implementing Encore’s programs and activities, including but not limited to, semester registrations, summer camps, and special events.
DUTIES AND RESPONSIBILITIES: Membership
- Respond to general phone and email inquiries; manage office phone lines and contact email inbox
- Facilitate communication with current program participants and potential members; maintain positive relationships with constituents, stakeholders, and communities that Encore serves
- Support Encore activities and programs by providing logistical support and attending Encore concerts or other activities on location as needed
- Utilize Neon CRM to maintain accurate member records:
- Handle program registrations, create member lists, and run membership reports
- Organize contact information for members
- Update existing records, merge and maintain current accounts
- Process financial transactions for registrations when necessary
- Assist Marketing Manager by assembling registration information for programs and events as needed
- Perform other duties as required or assigned
DUTIES AND RESPONSIBILITIES: Projects
Plan, design, and assist with execution of events, and produce deliverables with quick turnarounds in partnership with Chief Executive Officer and Encore Team
- Connect with clients and vendors to plan logistics and operations for annual programs, camps, retreats, and special events
- Conduct research and prepare information for Business Administrator to negotiate contracts with outside entities
- Provide feedback and periodic reports to stakeholders as requested
- Organize facilities and manage event details, including but not limited to:
- Decor, catering, and entertainment
- Venue selection, transportation, and location
- Invitee list, special guest invitations, and equipment
- Assist Marketing Manager with production of event promotional materials with logistic information and event details
- Delegate tasks to Encore staff members and work with the team to ensure each task is completed in a timely fashion
- Propose ideas to improve services and event quality, and brainstorm suggestions that encourage participation in Encore’s program offerings
- Conduct pre- and post-event evaluations to ensure program quality, and produce reviews for each event to present to team and stakeholders
- Research grass roots marketing efforts: libraries, community centers, senior centers, etc.
QUALIFICATION
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- Excellent verbal and written interpersonal skills; experience in working with older adults, particularly in service roles, a plus
- Ability to maintain positive customer service interactions with members, stakeholders, and staff
- Highly organized and detail-oriented:
- Ability to maintain high level of accuracy in preparing and entering information
- Effective verbal and written communication skills
- Time management: ability to prioritize and support multiple programs and projects
- Experience with data entry and organization
- Analytical and problem-solving skills
- Computer and technology skills:
- Experience with Microsoft Office Suite (Word, Excel, Outlook), especially Excel
- Experience with CRM database; experience with Neon CRM a plus
- Familiarity and experience with basic computer skills to provide technical support to members over the phone
HOURS/SCHEDULE/WAGES/BENEFITS:
- This is a full-time hourly position of 40 hours/week; Monday through Friday 9:00AM-5:00PM at $20/hour. The Member Experiences Coordinator works primarily from home with equipment provided by Encore Creativity. Occasional in-person meetings and some driving may be required. Position includes full benefits paid by Encore Creativity: Health, Vision, Dental, life insurance and workers' compensation. The organization also provides a 403B retirement plan.
Due to the need for occasional logistical support throughout the year, applicants should have dependable transportation and live in the greater DMV area.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.