Membership Care & Retention Coordinator

European Hematology Association

http://www.ehaweb.org/
Closing date 25 January 2023
Location The Hague
Position type Permanent
Role Membership
Education College
Experience >2 years
Salary
Benefits See below

Job description

The European Hematology Association (EHA) is a non-profit organization that supports and connects hematologists worldwide. EHA promotes excellence in patient care, research, and education in hematology towards a cure for all blood disorders. Our programs and services serve medical professionals, researchers, and scientists. We provide programs to enhance the professional development of hematologists. We support and mentor career development and research, harmonize hematology education, and advocate for hematologists and hematology at local and international levels. Based in the Netherlands, EHA is a foundation led and supported in its activities by a Board of distinguished peers, an international Executive Office, and specialized committees.

We are looking for an enthusiastic, independent, and self-starting:

Membership Care and Retention Coordinator (32-40 hours per week)

As a membership organization EHA is dependent on the dedication and involvement of its members to develop and drive the Associations strategic direction and activities. Therefore, building communities is a crucial process that fosters connections and creates infrastructure for these connections.

This position allows you to play a key role caring for our members and ensuring their experience is optimal. You should be familiar with activities related to member/customer care, member retention and administrative processes. You are able to work with data and perform processes for the applications and annual renewals. Understanding that administration is important, but relationship building is even more valuable

You have the ambition to work for a non-for-profit where you will contribute to its overall mission.

Your responsibilities

  • Membership administration
    • Processes new member applications and membership renewals.
    • Processes credit card payments for membership fees and related refunds (together with finance).
    • Merges duplicate records within the system.
    • Generates monthly reports and mailing lists.
    • Follow up on outstanding membership payments.
    • Logging the reasons members decide not to renew, providing insight into how they perceive the value of the different membership features.
  • Data analysis
    • Analyse membership data to identify leads and retention rate.
    • Provide overviews of membership numbers based on the requested data.
    • Set up member engagement KPI’s and measurement within quarterly reports.
  • Member Care
    • Onboarding of new members.
    • Answer detailed member questions.
    • Assist members with the login and password process.
    • Provide assistance to customers on how to access EHA-related services.
    • Serve as a member advocate to improve the overall member experience.
  • Membership retention
    • Assist with the retention of current and future members.
    • Keep track of the KPI’s that are linked to membership.
    • Governance – AGM and Board elections
    • Set up the nomination system, invite members to vote on the ballot, coordinate the reviewing process, etc. till nomination process is completed.
    • Promote the AGM via marketing campaigns.
    • Support with setting up the AGM during the EHA congress.

Your profile

  • You have 2-3 years’ experience with membership association or in a customer service role.
  • Administrative skills with proven ability to handle multiple priorities & deadlines.
  • Detailed orientated with a strong track record of delivering tangible results.
  • Familiarity with Customer management systems and Microsoft Office Software.
  • Self-motivated and ability to work collaboratively as part of a team.
  • Confident and professional manner with excellent written & verbal communication skills.
  • International experience.
  • Decisive and collaborative, experience of influencing across all stakeholders
  • Structured but pragmatic.
  • Strong analytical skills to interpret member engagement.
  • Exceptional customer/member care skills.

What we offer

  • A challenging role in an ambitious and growing international organization with a relevant mission
  • You will have an independent job with an enthusiastic and hardworking team
  • The salary range is between € 2,800. - € 4,000 gross per month (depending on experience), based on full-time employment.
  • Hybrid working; 40% home and 60% office
  • Secondary employment conditions are attractive and include 30 vacation days, a collective premium free pension plan, 8% holiday allowance, commuting allowance and the possibility to follow courses that contribute to your personal development.

How to apply

If you are interested in this position, please send your motivation letter and CV latest January 25, 2023, to recruitment@ehaweb.org. You must be in possession of a valid work permit to work in The Netherlands.