Job Title: Membership Engagement Officer 

Reports to: Manager, Brand Development and Public Relations 

Job Description:

The Membership Engagement Officer at the T&T Chamber of Industry and Commerce will be responsible for overseeing, monitoring, and enhancing all aspects of the membership experience. The primary objective of this role is to ensure high levels of member satisfaction, loyalty, and retention by designing and implementing effective strategies and processes. Acting as a key liaison, this role requires collaboration both internally and externally to align the Chamber’s business goals with the needs and expectations of its members. The Membership Engagement Officer will work closely with the T&T Chamber’s Brand Development and Public Affairs Unit, Membership Committee, and members to improve the overall membership experience. 

 

Primary Duties and Responsibilities 

Customer Experience (CX) Strategy: 

  • Develop and implement customer-centric strategies that align with the T&T Chamber’s broader strategic objectives. This includes collaborating with various business functions to ensure that member needs inform decision-making processes.
  • Create a comprehensive customer experience strategy aimed at achieving long-term, sustainable outcomes.

Customer Feedback: 

  • Implement tools and methodologies to collect, evaluate, and act on feedback from multiple sources, including surveys, social media, and online reviews. Utilize this feedback to identify trends, resolve issues, and make informed, data-driven decisions to enhance the membership experience.

Process Improvement: 

  • Optimize all touchpoints along the customer journey by identifying pain points and areas for improvement. Collaborate with cross-functional teams to streamline processes that impact the membership experience, implementing changes and monitoring their effectiveness.

Customer-Centric Culture: 

  • Lead an internal membership communications strategy to keep all departments informed and engaged in the membership experience, fostering a customer-centric culture throughout the organization.

Measurement and Reporting: 

  • Prepare regular reports and presentations on membership experience metrics and initiatives to inform decision-making and strategy development.

Qualifications and Experience 

  • Bachelor’s degree in Business Administration, Marketing, or a related field. 
  • Proficient in email marketing platforms e.g. Constant Contact, digital engagement strategies 
  • Proven experience in a customer-facing role, preferably in a supervisory capacity 
  • Strong understanding of customer experience principles and methodologies 
  • Excellent communication and interpersonal skills. 
  • Analytical mindset with the ability to interpret data and trends.