Member Success Specialist

About WBBA
The World Broadband Association (WBBA) is a multilateral, industry-led association, providing leadership for global broadband across the next decade.

Our objective is to overcome industry challenges and support the drive towards the provision of broadband networks and services for all. With a goal of accelerating the healthy development of the industry, with sustainable benefits for stakeholders, end users, and society.

Role Overview
The Member Success Specialist is a pivotal role dedicated to ensuring WBBA members achieve maximum value from their membership. By fostering strong relationships and prioritising member satisfaction, this role supports revenue retention and enhances the member experience through a blend of customer-centric innovation and proactive engagement strategies.

The ideal candidate will manage the member lifecycle management portfolio and be the key point of contact to enable members to take advantage of WBBA membership benefits and instrumental in driving membership renewals. He / She will be a skilled communicator with a talent for building strong relationships, possess business development skills, including the ability to identify opportunities for growth, foster strategic partnerships, and drive value for members and proactively exploring ways to expand member collaboration and satisfaction.

Key Responsibilities:

Member Lifecycle Management & Retention

• Serve as the primary point of contact for members, ensuring timely responses to inquiries via Member Hub portal or email.
• Conduct member session and guide members through the lifecycle to maximise their experience and ensure they utilise new services introduced by WBBA.
• Manage ongoing member support, drive membership renewals, and reduce churn by ensuring members derive clear value from their membership.
• Facilitate matchmaking between members to foster collaborations and community projects that drive mutual value.
• Conduct member pulse survey half yearly to measure members’ satisfaction and identify areas for improvement.

Member Retention & Support:

• Partner with the Community Manager to consistently monitor, track and analyse member participation across WBBA’s activities, collect members’ feedback and improve overall satisfaction
• Partner with the Member Acquisition Manager and research teams to align engagement strategies with industry trends and business objectives.
• Participate in member service improvement initiatives, ensuring WBBA stays at the forefront of member service innovation.
• Act as the voice of members, capturing their needs and representing them to internal stakeholders.
• Support WBBA Director General and perform tasks related to WBBA membership matters.

Reporting and Performance Monitoring

• Deliver timely membership renewal performance reports, including detailed engagement metrics and actionable improvement plans for inactive members.
• Monitor and analyse the effectiveness of member programs, providing recommendations to enhance their impact.
• Maintain WBBA’s records, reports, and archives for all membership retention and renewal initiatives.
• Log and monitor all member interactions in the CRM system to track engagement and identify service enhancement opportunities.
• Conduct regular surveys to gather member feedback, inform engagement strategies, and resolve concerns.

Industry Liaison - Collaboration and Innovation

• Coordinate and support on-going WBBA industry liaison agreements and engagements.
• Work closely with WBBA’s internal teams to align member engagement initiatives with broader organisational goals.
• Experiment with innovative approaches to promote WBBA cross-members collaboration leading to tangible outcomes and values.

Key Deliverables

• Consistent improvement in member satisfaction scores, as measured by surveys and direct feedback.
• Increase in the percentage of members actively engaging with WBBA activities and services.
• Reduction in member churn rates and successful achievement of renewal targets.
• Identification and resolution of member concerns to secure long-term relationships.
• Successful facilitation of collaboration projects between members, resulting in measurable outcomes (e.g., partnerships, projects, or initiatives launched).
• Accurate and timely tracking of all member interactions in the CRM system, with actionable insights provided to internal teams.
• Clear reporting on engagement trends, feedback themes, and areas for improvement.
• Proactive identification of opportunities to improve the value proposition for members.
• Effective communication and alignment with Community and Member Acquisition Managers to enhance member experiences and support recruitment efforts.

Skills & Competencies:

• Strong interpersonal and communication skills to collaborate across diverse teams.
• Ability to articulate complex concepts clearly, both verbally and in writing.
• Proactive problem-solving and decision-making skills with a customer-focused mindset.
• Self-motivated, independent, and able to manage multiple tasks effectively.
  Preferred Knowledge & Experience:
• Proven experience in B2B client relationship management, ideally within Telecoms, Media, or Technology industries.
• Familiarity with MS Office suite and popular CRM tools (e.g., Salesforce).
• Technical troubleshooting experience with online platforms or database products.
• Knowledge of membership services and engagement strategies.
• Proficiency in a second language (preferred but not essential).

This role provides an opportunity to lead and shape WBBA’s community engagement strategies, fostering meaningful relationships and advancing the association’s global influence.

To apply, send your CV to the WBBA at [email protected].