The Member Success Manager is responsible for developing high-value relationships that promote retention and loyalty through member engagement and concierge service. Successful execution of this role will provide superior customer service, engagement, and support by maximizing membership value through a consultative approach, utilizing HFA’s community, advocacy, resources, and education.

Role Responsibilities

• Serve as primary point of contact for retail and manufacturer members, post-sale
• Support onboarded members with maximizing value from their membership
• Proactively and reactively engage with retail and manufacturers to listen and understand business needs, challenges, and concerns and aligning them with the necessary resources to solve them
• Proactive work includes 4-5 scheduled deep-dive meetings per day with members, reviewing their membership, making strategic and tactical recommendations, and keeping them up to date on the latest benefits of HFA
• Promote the growth of the membership base by uncovering opportunities where members can utilize HFA and partner services to ensure member retention and value
• Connect retailers with appropriate solutions and approved resources
• Develop strong relationships with internal and external stakeholders
• Stay current on all available membership benefits and offerings
• Identify association benefit gaps and provide feedback on opportunities
• Actively participate in Member Services team strategy discussions and training
• Keep the ProTech database updated and accurate to company standards
• Meet department and individual KPIs and goals
• Serve as a project contributor to support other association initiatives, as required
• Travel to and attend up to 4 major industry markets each year and other events, as required

Role Requirements:

Skills:

• Accountability and personal organization are essential
• Positive, flexible, can-do attitude with the desire to consistently improve
• Highly credible, honest, and professional
• High energy and enthusiasm for the industry
• Strategic and analytical approach to job functions
• Ability to prioritize projects and meet deadlines
• Excellent written and verbal communication skills
• Proven ability to work with others to achieve team and individual goals
• Open to receiving, implementing, and providing honest and constructive feedback
• Aptitude for high-level customer service, relationship building, and discovery
• Proficient use of software programs (Microsoft Office, AMS, Internet, Outlook, Zoom, Project Management Software)
• Have a clear understanding and ability to maintain appropriate confidentiality
• Be available to work the appropriate hours required to service members coast-to-coast

Experience:

• 3+ years in a consultative/account management role
• Successful experience in phone and in-person relationship building

About Home Furnishings Association

With roots dating to 1920, the Home Furnishings Association is the nation’s only trade association devoted exclusively to the needs and interests of home furnishings retailers. Our business has one priority: the success of more than 1,400+ retail members and their 7,000 storefronts. HFA creates opportunities for retailers to connect with each other at markets, conferences and special events, learn how to satisfy and delight customers, and find better ways to run profitable businesses that contribute to their communities and provide good jobs. With your company’s HFA membership, all employees are members. You and your team have access to tools and resources to help you and your business thrive. Most importantly, you become a part of a community of peers who want to share in the industry’s success just like the founding members did 100 years ago.

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