Member Retention & Support Specialist (Hybrid, Dublin)

Alternatives; Dublin; Hybrid; EUR 36,000 - 48,000; Part time

Benefits offered by this job

Hybrid working in City Centre location

Job summary

Alternatives is seeking a Member Support Executive in Dublin for a 12–18 month fixed-term contract. The role focuses on member engagement, retention and support, handling sensitive subscription matters and guiding members through career and personal pathways.

The successful candidate will bring strong communication, problem-solving skills and sound judgement to manage complex enquiries with discretion and professionalism, contributing to improved member experiences and service standards.

Qualifications

• Three years’ experience in a customer service or similar member-facing role.
• Strong interpersonal and communication skills with empathy and discretion.
• Sound judgement balancing individual circumstances with policies.
• Experience handling complex enquiries and competing priorities.
• Excellent organisational skills and attention to detail.

Responsibilities

• Support members with membership and subscription matters across fees, onboarding and resignations.
• Handle delicate member inquiries with practical guidance and discretion.
• Engage proactively with members considering resignation to support retention.
• Build trusted relationships and deliver a positive member experience throughout the journey.
• Escalate complex cases with clear recommendations and supporting information.
• Maintain accurate records and reporting on subscriptions, fee reductions and retention activity.
• Monitor trends and contribute to KPIs and continuous improvement.
• Share knowledge and best practice across the team.

Skills

Customer service

Account management

Retention

Communication skills

Organisational skills

Empathy

Job description

Alternatives is seeking a Member Support Executive in Dublin for a 12–18 month fixed-term contract. The role focuses on member engagement, retention and support, handling sensitive subscription matters and guiding members through career and personal pathways.

The successful candidate will bring strong communication, problem-solving skills and sound judgement to manage complex enquiries with discretion and professionalism, contributing to improved member experiences and service standards.