Directors of member services typically oversee the customer service departments of companies which treat clients as members, such as insurance companies. The director's success may depend on growth of membership, member-retention, and financial performance in relation to the budget, and they are also tasked with developing and implementing sales strategies and monitoring progress.
These directors usually oversee a customer service team and must be able to encourage employees to maintain their knowledge and provide quality customer service. They may create marketing materials and incentive programs involving things such as bonuses, contests, or employee-of-the-month programs, and a background in marketing and sales is highly beneficial for this position.
Directors of member services must identify the needs of members and how to attract certain target groups, and should be highly organized and able to multitask. Strong written and verbal communication skills are important in this position, and they should be able to think creatively and strategically to solve problems. They must also be able to work independently as well as in a team environment to meet deadlines, and customer service skills are necessary to address problems which are referred to them. A bachelor's degree and prior sales experience are generally required for this position.
Director of Member Services Tasks
Provide customer service to members, including coordinating service coverage, answering questions, and handling complex cases.
Lead staff and oversee daily activities.
Create and implement strategic plan and budget for department.
Collect data, analyze, and predict metrics and budgets to evaluate services, staff, and member needs.