OVERALL PERFORMANCE:
Facilitate member success and prospective member growth through market research, analysis of member usage of PLRB benefits and targeted communications with members and prospective members.
DUTIES AND RESPONSIBILITIES:
As a part of the Membership department, the Member Success Specialist will work closely with the SVP of Membership, the head of Affiliate Membership, and the VP of Marketing, as well as different functional areas of the organization to deliver on our member success and growth strategies.
Key responsibilities include:
- Support efforts to retain and grow membership
- Research the P&C market, e.g., carriers, MGAs, etc., to identify prospective members and locate key contact information
- Identify at-risk members due to factors such as declining usage, poor benefits to dues ratio, sharp increase in PLRB dues, or financial concerns such as declining premiums or profitability, and then communicate with these at-risk members highlighting ways PLRB resources can help them to be more successful
- Assist with marketing campaigns to targeted groups, e.g., trainers, underwriters, heads of claims, law firms, etc. by identifying appropriate contacts of targeted audience and sending relevant messaging
- Work with SVP Membership to create an onboarding campaign for all new members.
- Work with SVP Membership and VP Marketing to update and maintain all marketing and PLRB website training materials.
- Assist in creation of materials for PLRB meetings with prospective members targeted to the individual company’s areas of interest.
- Update and maintain CRM to reflect relevant member profile information and capture important communications. Work with IT to incorporate CRM data and member (and member’s employees) profile data to more efficiently create targeted groups to communicate with.
REQUIREMENTS
Education and/or Experience
· Bachelor’s Degree, preferably in Marketing, Communications or related field
· Experience with activities related to customer retention and growth
· Experience in Customer Success and related roles preferred
· Experience in member-focused companies strongly preferred
Skills, Knowledge and Abilities
· Communication skills
· Market research skills
· Social media skills
· CRM, Excel and PowerPoint skills
· Email campaign management
· Aptitude to understand potentially technical products and services
· Teamwork and collaborative style
· Ability to work independently to deliver to expectations
· Demonstrate PLRB’s values of
o Member Focused
o Teamwork
o Integrity
o Growth Mindset
Physical Demands
While performing the duties of this job, the employee will regularly work on a computer screen for extended periods. The employee isfrequently required to talk and hear. Specific vision abilities required by the job include close vision.
This role may require limited travel within the United States, facilitated through a mix of air and ground transportation. Overnight hotel stays should be expected. Total number of trips is likely to be 0-5 per year and might include PLRB in-person conferences. Additional role-specific travel may be required depending on various factors, including employee location.
Work Environment
Work may be completed in PLRB’s office in the greater Chicago area or via remote work. Employee is expected to create a remote work environment conducive to successful execution of their role, including management of distractions, reliable internet connectivity sufficient to support video conferences, and reliable telephony.
The work environment of PLRB’s office includes ADA-compliant accessibility, and low to moderate noise levels.
The employee is expected to be available to work from 8:30am to 5pm Central, Monday through Friday, except on company-recognized holidays or personal vacation time.
PRIMARY RELATIONSHIPS Internal
Reports directly to the SVP-Membership, but will also work with the VP of Marketing as well as the head of Affiliate Membership.
Cooperates with senior leadership team, including President & CEO, SVP of Legal Coverage Services, SVP & General Counsel, SVP of Membership, VP of Meetings & Education, VP of IT, VP of Marketing. Collaborates with staff across all functional areas of the organization.
External
Regular contact with insurer and affiliate member companies and staff, as well as with prospective member companies.
ABOUT PLRB
Headquartered in Chicago suburb Downers Grove, Illinois, the Property & Liability Resource Bureau, PLRB, is a not-for-profit national trade association that provides critical support and services to the US Property & Casualty Insurance industry. We serve our insurance company members, who represent the majority of premium written in the US across Property, Auto, General Liability and other related lines of business; as well as our affiliate members, who are service and solution providers to the industry. PLRB offers a range of services to members, including legal coverage research, weather and catastrophe services, building codes information, and educational material delivered online and in person, including for continuing education credit for claims adjusters and attorneys. PLRB hosts several in-person events, including our industry-leading, annual Claims Conference and Large Loss Conference.
PLRB’s office is in a Class A office building with covered parking, workout facilities, and nearby shopping and restaurants. The association has a friendly and congenial team environment. In addition to a competitive salary, this position comes with great benefits including a very generous 401(k) plan with strong employer contributions; health, dental, and vision plans; disability coverage; basic life coverage; a competitive number of vacation and personal days; plus twelve paid holidays.
For more information on PLRB, please visit plrb.org.
This job description reflects the current assignment of essential functions and is not meant to be all-inclusive. Duties and responsibilities may be assigned or reassigned to this job at any time and may be modified to reasonably accommodate an individual with a disability, or for other reasons.
Job Type: Full-time
Benefits:
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Vision insurance
Schedule:
Education:
Ability to Commute:
- Downers Grove, IL 60515 (Required)
Work Location: Hybrid remote in Downers Grove, IL 60515