Membership Experience Representative

Membership Experience Representative

Department: Membership Services

Reports to: Sr. Manager, Community & Strategic Partnerships

Location: Irving, TX

FLSA Status: Non-Exempt

Job Summary:

The Membership Account Manager serves as a primary relationship manager for PPAI member companies, ensuring a high level of engagement and satisfaction throughout the membership lifecycle. This role is responsible for managing a territory of member accounts, providing consultative support, promoting PPAI programs and benefits, and driving membership renewal and growth. The ideal candidate is relationship-focused, detail-oriented, and passionate about delivering value to members within the promotional products industry.

The position requires a salesperson with a proven track record of developing territory, closing sales, and territory management.

Key Responsibilities:

Member Relationship Management & Retention (40%)

• Serve as the primary point of contact for an assigned territory of PPAI member accounts.
• Build and maintain strong, long-term relationships with member companies at multiple levels.
• Proactively manage member engagement to meet or exceed an 88% territory retention goal.
• Identify opportunities for increased engagement and membership upgrades.
• Act as a trusted advisor to members by understanding their needs and aligning them with PPAI offerings.

Member Service & Communication (30%)

• Handle all inbound member communications, including phone calls, chats, and emails, in a timely and professional manner.
• Conduct outbound calls to current and prospective members in support of departmental goals.
• Resolve member inquiries, concerns, and issues while ensuring a high-quality member experience.

Membership Growth & Recruitment (10%)

• Represent PPAI at tradeshows, events, and industry functions to recruit new members.
• Promote membership benefits and value proposition to prospective members.

Data Management & Administrative Responsibilities (15%)

• Ensure member records are accurate, complete, and properly maintained within company systems.
• Document interactions, updates, and outcomes in accordance with departmental standards.
• Follow all departmental policies, procedures, and compliance guidelines.

Other Duties (5%)

• Perform other related duties assigned to support team and organizational objectives

Experience:

• Minimum of 4 years of outbound phone sales experience, consistently performing at least 50 outbound calls per day to engage prospects and support organizational goals.
• 2 years of tradeshow experience is a plus, including actively promoting the Association, engaging with attendees, and representing the organization in a professional and compelling manner.

Knowledge, Skills, and Abilities:

• Excellent written and verbal communication skills
• Strong organizational skills
• Exceptional attention to detail
• Strong goal orientation supported
• Demonstrated proficiency in Microsoft Office Suite
• Proven relationship building skills

Education Requirements:

• Bachelor’s degree (BA/BS) preferred, ideally in Business, Marketing, or a related field, from an accredited college or university.

Job Status:

• FLSA Status (Exempt / Non-Exempt): Non-Exempt
• Compensation (Hourly / Salary): Hourly
• Job Status (Full-Time /Part-Time /Temp): Full-Time
• Daily Schedule (Start time Flexible / Not Flexible): Flexible
• Work Location: Position must work from HQ location with Hybrid Remote Work Model

Physical Activity:

• Sitting
• Standing
• Lifting
• Pushing/Pulling
• Bending/Stooping
• Extended work hours, extended weeks (endurance requirement)

Work Environment:

• Hybrid Office Environment
• Temperature controlled environment
• Travel: Must be able to travel (approximately 25%)

PPAI is an Equal Opportunity Employer (EOE)