Membership Experience Manager

Position Summary

As a Member Experience (MX) Manager at MHI, you will play a pivotal role in driving member engagement by ensuring that our members receive the best possible support and service. Joining a successful and collaborative Membership team, you will serve as an advocate for our members — working to understand their needs and guide them toward the full range of MHI association services and benefits. You will be a go-to resource for all MHI offerings and upcoming events. If you are passionate about making a difference by enhancing the member experience, deepening engagement, and delivering meaningful member value, we want to hear from you.

Location: Remote – West & Southwest Region

Candidates based in Arizona, Nevada, New Mexico, Utah, Colorado, or other Southwest states are encouraged to apply.

Primary Duties & Responsibilities

• Member Advocacy: Act as the primary point of contact for members in the West and Southwest region, fostering strong relationships and providing a personalized, dedicated level of service — both in person and virtually.
• Resource Expertise: Stay well-informed about all services, resources, and benefits offered to MHI members. Effectively communicate and demonstrate the value of these offerings to drive awareness and utilization.
• Needs Assessment: Collaborate with members to understand their specific needs and challenges. Identify opportunities to help them leverage MHI resources to meet their business goals.
• Problem Resolution: Address member inquiries, concerns, and issues promptly and professionally. Partner with internal teams as needed to ensure members’ needs are resolved efficiently.
• Educational Outreach: Develop and deliver informational materials, webinars, and workshops to educate members about available benefits and how to use them effectively.
• Data Analysis: Work with IT and Marketing to track member engagement, satisfaction, and utilization of services. Use data insights to continuously improve and tailor services to member needs.
• Documentation: Maintain accurate records of all member interactions and account information in Engage (our CRM system), ensuring the data is up to date and accessible to the team.
• Collaboration: Work cross-functionally with departments including Knowledge, Exhibitions, Industry Groups, IT, and Marketing to ensure member services are effectively promoted and aligned with organizational goals.
• Events: Assist in planning, coordinating, and executing the MHI Annual Conference, MHI Community events, and associated regional events to drive member value and engagement.
• Onboarding: Partner with the Membership team to conduct new member orientation meetings and facilitate first-timer welcome sessions at the Annual Conference.