FPI:  Member Engagement Consultant (Financial Planning)

Posted 3 months ago

The Financial Planning Institute of Southern Africa NPC (FPI), a SAQA recognized professional body, is seeking a Member Engagement Consultant, to join the Team.

The role of the Member Engagement Consultant (MEC) forms part of FPI’s Membership Hub and works collaboratively with both internal and external stakeholders to offer cross-directorate support. Key to the role is the development of a highly successful community engagement strategy whilst strengthening and establishing relationships with strategic partners and members. Additionally the MEC has to develop and execute research projects, marketing campaigns, events and programs that positively promote FPI’s reputation.

The successful candidate will report to the Membership Manager, and will have responsibility for the following duties and others as assigned:

 

TASK MANAGEMENT:

 Client Relationship Management / Service and Supplier Management

Service and Supplier Management

  • Develop and maintain relationships with FPI stakeholders (industry and member benefits partners)
  • Network with members and identify champions for programmatic engagement, attends CPD events to engage with members promote member benefits.

 

Strategic Implementation

Member support, satisfaction and retention

  • Monitor, assess and respond to ongoing interests, needs and expectations of members to increase FPI’s value proposition including making recommendations to add or discontinue benefits as needed;
  • Collaborate with other departments to oversee the creation and management of FPI’s online networking communities. Develop various marketing automation and engagement strategies to increase participation and keep the communities active and robust;
  • Develop and implement a holistic community engagement strategy aimed at promoting member involvement, loyalty and satisfaction, including working with regional committees to organise member engagement events;
  • Create content and publishing of informational webinars, website updates, articles, member alerts and updates, FAQs and other documents and processes related to membership services and benefits.

Member networking communities

  • Collaborate with other departments to oversee the creation and management of FPI’s online networking communities. Develop various marketing automation and engagement strategies to increase participation and keep the communities active and robust;
  • Promote the importance and value of membership at every opportunity by attending industry events and forging strong links with clients and partnerships with other industry bodies
  • Support and promote existing network of member led interest groups
  • Increase company involvement with existing clients
  • Plan and execute events, work with existing partners, make site visits to venues, coordinate member events

Member Retention Strategy

  • Assisting the HOD in analysing trends in financial services environment and customer intelligence, in order to develop and implement campaigns and programmes aimed at engagement, satisfaction and retention of members;
  • Support member retention goals by providing critical input into content and creative strategy regarding the development, publishing and serial distribution of all member promotional material such as brochures, webinars, welcome packs and surveys, email, blogs, website and advertisements;
  • Oversee all aspects, of new member on boarding and all welcoming activities to improve and retention.
  • Develop and manage a membership dashboard to identify trends, concerns, successes, engagement, satisfaction, retention, growth as well as efficiency of membership marketing and communication efforts.
  • Assist with the design, development and implementation of annual member retention strategy

 

Campaign and Project Management

  • Apply insights and customer intelligence to execute end-to-end (plan, test, execute, measure and refine) programs and deliver remarkable results. Steer strategic campaign development as well as managing tactical day-to-day campaign deliverables.

 

Interdepartmental collaboration

  • Participate and contribute on any relevant FPI projects
  • Provide input in the creative strategy on all member promotional materials. Contributes to content development and updating of membership related marketing materials including letters, flyers, direct mails, welcome packs and surveys with specific focus on member retention and member engagement programs.

 

Risk Management

  • Identify and assess risks pertaining to the area of responsibility
  • Develop and implementing mitigating plans to manage identified risks
  • Report on mitigating plan implementation
  • Annually evaluate risk ratings of relevant identified risks

 

Reporting

  • Provide routine and ad hoc reports
  • Continually monitor and provide reports on member statistics and satisfaction to ensure FPI best serve the needs of members and various communities
  • Draft and submit weekly and monthly performance tracking reports linked to annual activity plans and overall performance in terms of FPI Strategic Objectives.

 

Financial Management

  • Develop and implement a detailed, bottom-up annual budget for areas of responsibility.
  • Supply key inputs to the quarterly reforecast, using the most accurate, up-to-date information available.
  • Manage supply chain, procurement and expenses for areas of responsibility

 

Operational Management

  • Contribute to the development and implementation of business processes where required.
  • Monthly review the accuracy of the webpage content and continuously update information when required
  • Manage operational processes for efficiency and effectiveness

 

Knowledge Management, information and data management

  • Analyse and manage information from data-base to support activity plans
  • Maintain and add to a database of corporate/client contact persons
  • Provide reports on knowledge that was obtained through activities that will contribute to the company strategic implementation plans

 

QUALIFICATIONS AND EXPERIENCE:

  • Bachelor Degree
  • Minimum of 5 years’ experience in client relationship management and project management
  • Strong organizational, managerial, and communication skills, with proven ability to handle multiple projects and deliver results.
  • Proficient in Microsoft (MS) Office products (Word, Excel, and PowerPoint), MS Outlook, and can demonstrate the ability to rapidly learn new technology and applications such as membership databases.
  • Experience in supporting volunteer leaders and knowledge of professional bodies will be beneficial
  • Must exhibit excellent verbal and written communication skills including writing and editing marketing materials.
  • Must be able to handle member inquiries in a professional manner.
  • Must possess a high level of organisational and time management skills, attention to detail, and ability to multi-task.
  • Must be able to work independently and in a team-oriented environment

KNOWLEDGE AND SKILLS:

  • Member Services
  • Computer Literacy
  • Customer Service Best Practice
  • Financial Planning Industry
  • Professional Body Organisational Structure and Operating Procedures
  • MIS functionality
  • MS Office

 

REMUNERATION:

(R 270 151,44 – R 484 425,72 p.a.)

 

CLOSING DATE AND ADDITIONAL INFORMATION:

  • Please submit applications to: human-resources@fpi.co.za by Thursday, 25 April 2024,  alternatively, please apply via our LinkedIn page.
  • FPI reserves the right to make an offer or withdraw this role vacancy at its sole discretion.

 

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