The Section Head - Member Services is responsible for developing the strategy and roadmap for DPC Member Services. He/she is responsible for the growth of the DPC membership as well as driving engagement across members. The Section Head - Member Services is also responsible for the delivery of member benefits, such as white papers, press conferences, talks, seminars and trainings to members. He/she is additionally responsible for the development of the Member Services team, in both technical and soft skills, using on-the-job training as well as in-person or online classroom training. The role holder is expected to demonstrate leadership skills, team management and carry out his/her duties in accordance with the relevant business policies and procedures.
No.
Key Focus Area
Key Accountabilities
1.
General Responsibilities
- Develop the strategic roadmap for Member Services, in line with the overall GDMO strategic vision.
- Work collaboratively with Directors across GDMO, to support them in collaborations with DPC members.
- Manage the Member Services Executive(s) in their day-to-day work, providing technical skills support and direction to ensure smooth and successful delivery of results and strategic projects/initiatives in line with the GDMO strategic vision.
- Provide metrics and supporting documents to Strategy and Excellence, to support with the monthly KPI reports.
- Develop talent within the Member Services team through on-the-job training and other training (online and classroom), covering both technical and soft skills.
- Manage the DPC Member Services budget, and ensure expenses are tracked and recorded.
2.
Member Services Strategy
Develop Membership strategy to acquire, retain and engage with members of the DPC membership(s) across journalists, photographers/videographers and other media industry specialists.
- Identify the strategy and roadmap to optimize and enhance the DPC Membership so that it yields maximum value both for GDMO and members enrolled in the Membership, increasing value and engagement.
3.
Member Services Activities
Develop membership benefits, including conferences, talks, seminars, press conferences, access to reports/white papers, trainings and social engagements and meet-ups.
- Build engagement with DPC Members through regular communication, conferences, talks, seminars, press conferences, access to reports/white papers, trainings and social engagements and meet-ups.
- Monitor Membership program benefits to the Members through pre-determined metrics such as attendance to events, downloads of resources, use of DPC facilities etc.
- Develop DPC/GDMO Offices to be a center for journalism, by inviting DPC Members to use the facilities within the office for meetings, gatherings and social opportunities.
4.
Member Acquisition and Growth
Promote and acquire members into the DPC Membership by clearly communicating the value and benefits of the Dubai Press Club membership .
- Ensure all new and existing member information is updated in the central GDMO database.
Job Specifications
Key Interactions & Nature of Interaction
Internal:
- Collaborate with Directors to ensure two-way opportunities are identified and executed for members.
- Collaborate with Strategic Relations to grow the DPC membership as well as provide opportunities for members to collaborate with GDMO on planned activities.
- Collaborate with other Corporate Support teams for Procurement-related activities, such as contracting suppliers, agencies, etc.
- Collaborate with Strategy & Excellence to work on strategic projects and initiatives, ensure process excellence and adhere to KPI achievement and reporting.
External:
- Collaborate with research agencies for the development of white papers
- Collaborate with training centers for the development of training for members
Qualifications
Experience Required
Functional Experience
A minimum of 7 years of relevant experience in a similar role
Leadership/Supervisory
A minimum of 3 years leading and managing teams
Education and Qualification Required
Bachelor’s degree in Business, Marketing, Communications or a related field
- Additional Qualifications: experience working with loyalty schemes or memberships
Key Performance Indicators
Member growth (%)
- Member activities e.g. conferences, talks, seminars (#)
- Member engagement e.g. communication/email/newsletters open rates, replies, click throughs (%)
- Member attendance at member events (# or % of members)
- White paper development and distribution (#)
