Membership Relationship Manager - Member Retention

Ohio Restaurant Association

The Ohio Restaurant Association (ORA) Member Relationship Manager – Retention, Support and Engagement is responsible for managing the restaurant member retention strategies and tactics to achieve annual retention, support, and engagement goals.

The responsibilities include working closely with the Managing Director of Membership & Employer/Food Safety to successfully implement the departmental plans to effect a high-touch plan for 90% member retention, member support & engagement and non-dues revenue stream recruitment through the ORA’s member programs. A large portion of time will be spent reaching out to members in a sales and relationship management capacity to retain members early and throughout the member life cycle.

Drive Results of Restaurant Member Retention:

Drive results by implementing aspects of the department’s retention, recruitment, and engagement with ORAs sponsored programs.
Work closely with Department Managing Director to focus on Member Retention through engaging members with the ORA member products, benefits, and services, from onboarding new members and throughout the full life cycle of a member to provide a high-touch support and engagement process.
Develop, update, and utilize member retention touch plan including opening statements, talking points and messaging for new and renewing members. Customize retention outreach to coincide with member status/time invested, time of the year, special offers, benefits, services, events, and marketing opportunities. Based on member needs and feedback obtained, offer solutions to increase engagement.
Utilizing high-touch philosophy of the ORA, communicate the ORA Value Proposition through phone, email, online meetings and in-person interactions with members and prospects. Examples of in-person and online avenues may include the following: ORA & other events, ORA’s Local Restaurant Alliances, ORA/Partner Webinars, Mid-America Restaurant Expo, ORA’s online community “CONNECT”, ASK-ORA, and social media consistent with brand and ORA goals.
Utilize ORA products, services, and resources to sell ORA’s brand to members & prospective members, including Legal Center, Centers of Excellence, NRA resources such as ServSafe and Safety Training, Events, Alliances, and others as needed.
Attain member retention goals in number of members and member revenue for the Department. Attain recruitment goals for ORA’s sponsored workers’ compensation group rating plans: promoting group participation, recruiting new group participants, and retaining / promoting to ORA members utilizing effective sales and project management skills.

Database:

Implement, utilize, and promote ORA’s Association Management Software (AMS) database, Atlas, to house and report on member data, ensuring data integrity through implementation of best practices and regularly scheduled review of data. Ability to promote the utilization, data integrity, and review processes of the AMS system to internal organization users.

To apply: Please submit your resume to kstephens@ohiorestaurant.org

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