Member Experience Specialist - Michigan Farm Bureau Family of Companies

OBJECTIVE

Member Experience Specialist Objective

To coordinate overall member benefit programs to attract new members and improve overall retention. To provide marketing support, data management, and accounting functions. To be part of the team to support activities in relation to member benefit and service programs.

RESPONSIBILITIES

Member Experience Specialist Responsibilities

Develop and track savings programs to members, including but not limited to, Ford $500 Exclusive Cash Reward, prescription drug discount program(s), Grainger discount, car rental discounts, Michigan resorts, Great Hearing Benefits, Affinity Cellular, MFB Payroll, Detroit Zoo, Caterpillar, John Deere, MFB Savings Marketplace, Case IH, Dunham’s savings, theme park discounts, hotel discount programs, and eye care savings program.

Function as lead staff member for all member savings questions that arise and develop solutions to problems through a plan of action with member savings providers.

Develop and implement specific marketing plans in concert with the department manager for each of the member savings programs that increase their awareness and utilization both within and outside the membership.

Coordinate work schedules of staff and manage daily phone coverage from 8:00 a.m. through 4:30 p.m., Monday through Friday, or as deemed appropriate.

Coordinate the design and content maintenance of the membership and benefits sections of the website along with additional areas impacting the division. Address and/or coordinate response to the department’s and division’s program area website requests, in addition to responding to member and non-member contacts received through the site.

Serve as lead telephone support for Member Benefits and Relations phone lines.

Plan and direct all member benefit programs with responsibilities for general administration, customer service and advertisement development and placement.

Function as coordinator for program launches and promotions with savings providers.

Train new employees, agents, agent staff and county administrative managers on member savings programs.

Develop, coordinate and present training materials that teach new employees, agents, agent staff, county administrative managers and regional representatives the value of membership using our member benefit programs.

Answer and respond to all website inquiries and voicemails daily. Assist members with website log-in and overall website issues regarding member benefits. Work with internal website team to update all member benefit programs on a timely basis.

Coordinate mailings and communications to members, staff, county, and agent offices on member benefit programs. Coordinate mass communication to members through Informz e-mail system as well as through regular mail.

Write and edit content for items such as newsletters, ads and website on member savings, as well as provide editorial support to the Member Communications Specialist for Farm Gate publication and website posts.

Process all membership ID card and informational requests from members either by mail or e-mail.

Develop forms, reports and work flow of member savings programs and member utilization. Process member savings utilization reports sent to department by outside partners into membership database. Review status and utilization reports with department manager and division director.

Design training and marketing materials that promote member benefit programs using current design software.

Maintain and update member savings information on the corporate website and coordinate with county websites as appropriate.

Develop and maintain a calendar of projects and timelines for member benefit programs and savings.

QUALIFICATIONS

Member Experience Specialist Qualifications

Required

Associate's degree required, or equivalent experience may be considered.

Willingness to pursue continuing personal computer and related education development required.

Keyboarding skills of 50 wpm with accuracy required.

Computer and data entry skills required.

Working knowledge of e-mail programs and protocol required.

Must possess a valid driver license with an acceptable driving record.

Preferred

One to three years customer relations experience preferred.

Accounting skills preferred. Knowledge and practical use of Microsoft Office, Adobe InDesign and other Adobe products preferred.

Working knowledge of Farm Bureau preferred.

PM19