Membership Coordinator  - Full Time / Remote 

Organization Overview

 

The Association of Latino Professionals for America (ALPFA) is a pioneering and influential organization dedicated to enhancing the leadership and status of Latino professionals across every sector of the global economy. With a rich heritage and a forward-looking approach, ALPFA is a hub of professional development, and community enrichment catering to both its student and professional members.  ALPFA's primary goal is to positively impact Latino lives at every stage, from education and career readiness to leadership and retirement, through targeted programs, mentorship, and active community engagement, thereby contributing to societal progress.

 

Position Summary

The Membership Coordinator will be responsible for enhancing ALPFA’s member experience by managing efficient membership processing, addressing inquiries, and supporting seamless onboarding and engagement initiatives. This role is critical in ensuring responsive and organized member support through comprehensive queue management, standardized processes, and consistent communication. The Membership Coordinator will play an essential role in contributing to ALPFA’s broader goals of growth, engagement in the tech sector, and overall member satisfaction.

Expected Achievements (First 3-6 Months Post-Onboarding)

  • Master Salesforce Queue Management: Attain a consistent response time of within 24 hours for all member and job board inquiries.

  • SOP Completion with Operations: Collaborate with the Operations team to complete updates on SOPs in monday.com and Trainual, ensuring accessibility, standardization, and accuracy across all processes.

  • Onboarding Engagement Increase: Implement a welcoming, structured onboarding process with personalized emails and calls, targeting a 15% increase in new member engagement.

Expected Achievements (First Year and Beyond)

 

  • Enhance Member Retention: Establish and maintain feedback loops to refine onboarding and engagement programming, positively impacting member retention.

  • Develop Engagement Initiatives: Collaborate on the development and launch of at least three new engagement initiatives or events aimed at professionals and transitioning members, fostering deeper connections within ALPFA.

  • Optimize Queue Management and Reporting: Refine queue management and reporting in Salesforce, leveraging data-driven insights to strengthen membership engagement and retention strategies.

 

Core Role Responsibilities

 

Queue and Issue Management

  • Salesforce Queue Management: Monitor and manage the membership, job board, and chapter support queues to ensure timely responses and efficient processing of deliverables and inquiries.

  • Escalation and Issue Resolution: Identify delays or gaps within the queue and escalate issues to the Membership Manager or Director of Community Impact as needed, maintaining high service levels and proactively addressing member concerns.

 

Member Engagement and Retention

  • Onboarding and Welcome Communications: Facilitate a structured onboarding process by providing membership codes, job board access codes, and welcome emails. Conduct welcome calls to new members as part of a personalized onboarding experience that fosters early engagement.

  • Programming for Engagement: Support year-round member engagement by coordinating events, webinars, and workshops tailored to new and transitioning tech members, gathering feedback to drive programming improvements and retention strategies.

 

Documentation, Reporting, and Process Standardization

  • SOP and Workflow Maintenance: Maintain and update SOPs, workflows, and templates, proposing process improvements to increase efficiency and promote standardization across membership operations.

  • Weekly Dashboard Review: Track and review the progress of tasks, queue items, and deliverables, contributing relevant insights during weekly team meetings to support continuous improvement.

  • Reporting and Data Analysis: Utilize Salesforce to maintain accurate membership data, tracking key metrics such as renewal rates and engagement levels. Prepare monthly reports to support data-driven strategies for membership growth and retention.

 

Cross-Departmental Coordination and Logistics

  • Event and Partner Logistics: Coordinate with internal teams to facilitate the seamless execution of membership-related logistics for partner events and programs, ensuring access codes, welcome materials, and communications are consistently prepared and organized.

  • Collaborative Initiatives: Work with the marketing, partnerships, and community impact teams to support initiatives aimed at engaging both new and existing members, with a focus on the tech space.

Basic Qualifications

  • Bachelor’s degree in Business, Communications, or a related field (preferred).

  • 2-3 years of experience in member services, customer support, or administrative support, ideally within nonprofit or member-based organizations.

  • Familiarity with membership-based or community-focused organizations, with experience in nonprofits highly beneficial.

  • CRM Proficiency: Competent in Salesforce or similar CRM tools for managing and tracking member data and queues.

  • Attention to Detail: Strong organizational skills for updating SOPs, managing workflows, and ensuring data accuracy and reporting.

  • Communication Skills: Effective verbal and written communication to engage with members and collaborate with internal teams; strong interpersonal skills to support cross-departmental interaction.

  • Queue Management: Ability to manage membership and chapter support queues efficiently and escalate issues when necessary.

Preferred Attributes

  • Certifications in customer relationship management (CRM) or project management (e.g., Salesforce, PMP) are a plus.

  • Advanced CRM Knowledge: Proficiency in Salesforce or CRM customization for enhanced reporting and automation.

  • Analytical Skills: Ability to interpret data insights to support strategies for member engagement and growth.

  • Project Management Skills: Proficient in Monday.com for task tracking and deliverable management.

  • Event Coordination: Experience with event logistics in nonprofit or member-focused settings is beneficial.

Salary & Compensation

 

Base Salary: The position offers a competitive starting salary of $60,000 - $70,000

 

Comprehensive Benefits Package: In addition to the base salary, the role includes a benefits package, which encompasses:

  • Healthcare Coverage: Full medical, dental, and vision insurance plans to meet the diverse needs of our employees and their families.

  • Retirement Savings: A 401(k) plan with a healthy employer match to help you invest in your future.

  • Paid Time Off: Generous vacation, sick leave, and holiday schedules, giving you the time you need to relax and recharge.

  • Professional Development: Opportunities for growth and advancement through training programs, workshops, and educational assistance to further your career.

 

Limitations & Disclaimer 

This job description does not represent an exhaustive or comprehensive list of all possible job responsibilities, tasks and duties. Responsibilities, tasks and duties may differ from the job description, as assigned.

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