Position Overview:

The Customer Service Manager will oversee the customer service operations related to membership, certification, and education programs while also playing a key role in member engagement and retention. This role ensures that CFMA members receive exceptional service, timely support, and proactive outreach to enhance their overall experience. The ideal candidate has a strong background in customer service management, experience working within a membership-based organization, and a passion for building strong member relationships and delivering high-quality support.

Key Responsibilities:

Customer Service & Member Support:
• Develop, implement, and enhance customer service policies, procedures, and best practices to ensure high-quality member experience.
• Oversee member inquiries related to membership, certification, and education programs, ensuring prompt and accurate responses.
• Work autonomously to address and resolve complex member concerns and escalations with a solutions-oriented approach.
• Maintain an up-to-date knowledge of all member benefits, services, and organizational goals to effectively communicate them to members.
• Monitor and analyze customer service metrics to identify trends and areas for improvement.
• Maintain and optimize the association’s customer support systems to improve efficiency and reporting.
• Stay current on industry trends and best practices in customer service, membership engagement, and certification support.

Member Engagement & Communication:
• Serve as the primary point of contact for member inquiries, providing timely and professional responses.
• Conduct outreach to at-risk members through personalized emails, phone calls, and surveys to understand challenges and ensure retention.
• Collaborate with internal teams, including membership, certification, and education departments, to streamline processes and enhance member support.

Data Analysis & Reporting:
• Track and analyze membership trends, including renewal rates, feedback, and engagement metrics.
• Prepare reports on customer service performance and provide recommendations for improvements to leadership.
• Utilize membership management software to monitor member interactions and engagement.

Qualifications
• Bachelor's degree in Business Administration, Communications, or a related field preferred.
• Minimum of 5 years of experience in customer service, with 1-2 years of coordination or management experience within a customer service function. Membership association experience is a plus.
• Excellent communication and interpersonal skills with a strong member-focused mindset.
• Proficiency in Microsoft Office Suite.
• Experience with ACGI’s Association Anywhere and/or Certelligence platforms is a plus.