Member Support & Retention Specialist (Hybrid, 12–18m)

Alternatives (Ireland); Dublin; Híbrido; EUR 36.000 - 44.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid working

Benefits

Descripción de la vacante

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

You will bring at least three years in customer/service roles, strong communication, empathetic problem solving, and the ability to manage complex inquiries while maintaining records and contributing to service improvements.

Formación

• At least three years’ experience in a customer service, membership services, account management, retention or similar member-facing role.
• Strong interpersonal and communication skills, with the ability to build rapport and handle sensitive conversations with empathy and discretion.
• Sound judgement and the ability to balance individual circumstances with organisational policies and procedures.
• Experience managing complex enquiries and competing priorities.
• Excellent organisational skills and attention to detail.

Responsabilidades

• Support members with a range of membership and subscription matters and queries across fees, applications, onboarding and membership resignations.
• Manage delicate and sometimes complex member enquiries, providing practical guidance and support with professionalism and discretion.
• Proactively engage with members considering resignation or changes to their membership, identifying opportunities to address concerns and support member retention.
• Build trusted relationships and deliver a positive member experience throughout the membership journey.
• Escalate complex cases where appropriate, providing clear recommendations and supporting information.
• Maintain accurate records and reporting on subscriptions, fee reductions, resignations and retention activity.
• Monitor trends and contribute to management information, KPIs and continuous improvement initiatives.
• Share knowledge and best practice across the team, supporting colleagues and the development of service standards.

Conocimientos

Customer service experience

Account management

Retention strategy

Communication

Descripción del empleo

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

You will bring at least three years in customer/service roles, strong communication, empathetic problem solving, and the ability to manage complex inquiries while maintaining records and contributing to service improvements.