Specialist, Member Programs & Services

Work Model & Compensation Eligibility: This role is eligible for incentive, bonus, or commission-based compensation. Relocation: This position is not eligible for relocation assistance. ABOUT NYC TOURISM + CONVENTIONS New York City Tourism + Conventions is the official destination marketing organization and convention and visitors bureau for the five boroughs of New York City. Our mission is to invite the world and energize the City, building equitable, sustainable economic prosperity and community through tourism for the mutual benefit of residents, businesses, and visitors. NYCtourism.com is the official website of New York City, reaching visitors in their trip-planning stages and showcasing everything the City has to offer. The site is also home to key marketing programs including NYC Restaurant Week®, NYC Broadway WeekSM, and more. POSITION SUMMARY: The Specialist, Member Programs & Services, supports member engagement, retention, and program participation by serving as a day-to-day resource for NYC Tourism + Conventions members. This position is responsible for maintaining member data and digital assets, coordinating outreach and communications, supporting membership programs and billing processes, and helping members maximize the value of their membership through ongoing engagement and support. The Specialist also assists with recruitment initiatives in the outer boroughs and coordinates with internal departments to support member needs and program execution RESPONSIBILITIES: Member Services & Engagement Build and maintain strong relationships with members by assisting them in navigating membership benefits, provide portal guidance, and ongoing support. Handle day-to-day membership inquiries, maintain accurate data in Simpleview CRM, address needs directly or coordinate with internal departments as necessary. Escalates strategic, revenue-impacting, or member-relations concerns to department leadership as appropriate Supports member retention efforts for assigned account through ongoing engagement and service. Serving as a day-to-day contact for assigned members. Conduct regular outreach to members to promote opportunities such as participation in community marketing programs, Member Mixers, virtual educational talks, special offers, editorial listings, and more. Encourage members to share updates about new openings, events, exhibits, and initiatives for consideration in newsletters, press communications, and social media. Attend occasional company events outside of regular business hours to support membership initiatives and relationship-building efforts. Community Marketing Programs Support member program outreach (e.g. NYC Restaurant Week, NYC Must-See Week, NYC Off-Broadway Week, etc.) and registration for program participants, including collecting materials and coordinating invoicing. Monitor shared inboxes for the Membership department and community marketing programs, ensuring timely follow-up and response. Coordinate operational support for large-scale membership and community marketing initiatives , such as NYC Restaurant Week, by coordinating with internal marketing team on outreach materials and collaborating with Government Affairs, as needed, to support recruitment. Membership Operations & Data Management Update and maintain the members-only section of the B2B website through the CMS platform. Submit and monitor support tickets to the digital team regarding website-related member needs and updates. Coordinate member photo submissions and ensures timely and accurate processing. Conduct monthly outreach to members regarding outstanding invoices and collaborate with the accounting department on all billing efforts. Perform general CRM and database maintenance, including updating contact and account information, generating reports, e-blast maintenance, and member correspondence. Provide basic support for membership-related Simpleview CRM data projects and updates as required. KNOWLEDGE SKILLS AND ABILITIES: Excellent organizational, communication, and interpersonal skills with the ability to manage multiple priorities effectively. Strong attention to detail and ability to maintain accurate records and databases. Experience working with Customer Relationship Management (CRM) systems, preferably Simpleview, and Content Management Systems (CMS), and project management systems, preferably Basecamp. Ability to collaborate cross-functionally and provide responsive customer service to members and stakeholders. Proficiency in Microsoft Office applications, including Excel, Word, and Outlook. Experience in tourism, hospitality, membership organizations, or related industries is a plus. Familiarity with New York City’s tourism and hospitality landscape is preferred. New York City Tourism + Conventions offer a competitive benefits package including: Hybrid Schedule: 3 days in-office (Tues/Wed required + 1 flex day); Fridays remote. Generous Time Off: PTO days and sick time. Holidays: up to 12 paid company holidays, plus extended Winter Break. Floating Holiday: 1 per year, front-loaded. Healthcare: Premium medical, dental, and vision plans, plus HRA and DCA. Retirement & Development: Retirement savings plan and professional development opportunities. Perks: Quarterly cell phone credit to subsidize your plan and monthly transit/commuter allowance. Applicants for this position must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time. NYC Tourism + Conventions Commitment to Diversity, Equality and Inclusion Here at NYC Tourism + Conventions we are an equal opportunity employer, committed to our diversity and inclusiveness. We provide equal work opportunities for all and prohibit discrimination and harassment of any type. All qualified applicants will be considered without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age. We strongly encourage women, people of color, members of the LGBTQIA community, people with disabilities and veterans to apply. If you need reasonable accommodation for any part of the application process because of a medical condition or disability, please send an email to [email protected] let us know the nature of your request. If you think you might thrive in this environment, we would love to hear from you! EOE