Investor Retention Specialist
11 days ago
San Diego
Job Description Job Title: Investor Retention Specialist Reports to: VP of MarCom FLSA Status: Non-Exempt Salary: $60,000- $65,000, commission eligibility Tentative Start Date: July 21, 2025 Location: Downtown San Diego area Why this job? – Total Rewards Package • Salary: $60-$65K/year, commission eligibility, • Hybrid Schedule: Mon - Friday, minimum of 3 days in office, based on operational needs, • Bi-Weekly Paychecks, • Medical Coverage; Dental Coverage; Vision Coverage, • Parking Allotment, • Earn up to 15 days of Paid Vacation annually., • 5 days of Paid Sick Time annually, • 401K Plan + Employer Match (eligible after 6 months of employment) Position Summary: As the Investor Retention Specialist, this position is responsible for helping to retain existing customers who continue to invest in the organization through their active and engaged membership. This role will develop strategies for a strategic portfolio of members to facilitate an increase in engagement, demonstrate the value of the membership product, cultivate relationships with existing and prospective membership customers, reduce member attrition, and help meet the organization’s renewal and sales revenue goals. We are looking for a dynamic, adaptable team member who is eager to contribute to enhancing the Investor Relations experience through intentional and strategic support. Essential Functions & Responsibilities Investor Retention: 65% • Responsible for managing and overseeing the retention of existing members, in collaboration with other departments., • Develop a current member engagement strategy based on customer types (to include but not be limited to communications, benefit tracking, attendance tracking, member gifts, etc.) and lead implementation, tracking, and reporting of that retention strategy., • Coordinate all investor communications, including drafting professional emails, organizing mailings, and managing correspondence to maintain positive investor relationships., • Ensure accuracy and currency of investor records within the Customer Relationship Management (CRM) system, including meticulous data entry, efficient invoice processing, and timely renewal management., • Resolve customer issues as they come up to minimize member attrition., • Analyze customer behavior and trends to develop customer behavior reports and strategic recommendations., • Identify ways to improve the customer experience., • Assist with creating and implementing a member offboarding system to listen to customers and identify opportunities to refine the membership product for ideal customers., • Communicate with customers to gather information about the product to identify areas of improvement., • Manage monthly renewal tasks including renewal confirmations, invoicing and payment system coordination with finance, and renewals in accounts receivable collections., • Maintain consistent communication with Investor Relations Specialist to actively support sales function and ensure alignment on goals and activities., • Provide member engagement support for semi-monthly board meetings, ensuring attendance, participation, and on-site engagement., • Coordinate and support the organization’s efforts to promote and expand membership through community outreach, meetings, and special events. Attendance at evening events may be required, as needed., • Support the management of membership-related materials for approval, encompassing prospecting, thank-you letters, renewal letters, web content updates, email campaigns, and specialized marketing materials as required., • Assist preparation of high-quality materials for investor meetings, including presentations, agendas, and handouts, ensuring they are well-organized and visually appealing., • Responsible for managing the updates and edits to the membership and the board of directors’ rosters and updates to necessary project management platforms., • Collaborate with various departments to develop and provide the content for the monthly Membership Updates e-blasts., • Support other departments with relevant updates regarding active members, curating recommendations for engagement opportunities, etc., • Provide administrative support for the department, including member support, managing membership invoicing and payments, maintaining and updating membership rosters and website content, and preparing detailed reports., • Ensure accuracy and currency of investor records within the Customer Relationship Management (CRM) system, including meticulous data entry, efficient invoice processing, and timely renewal management., • Support the department by identifying efficiencies to member processes., • Manage the back end of the membership pages on the website including updating member roster lists, ensuring accurate benefit details, and maintaining the overall integrity of membership pages. Preferred Qualifications, Skills, and Abilities • Education & Experience:, • Bachelor’s degree in sales, marketing, business management, or a related field, or equivalent experience., • 1–3 years of professional experience in customer service, sales account management, or a related area., • Sales, pipeline development, new lead generation, relationship management, and prospecting experience., • Prior project management experience, paying close attention to details and communication skills are critical in this position., • Ability to use a computer for data collection and research., • Treat sensitive matters with confidentiality, • Technical & Analytical Skills:, • Strong communication, negotiation, and problem-solving skills., • Proficiency in CRM tools and project management tools including Salesforce, HubSpot, Monday.com, etc., • Ability to adapt retention strategies based on customer needs and market trends., • Experience with the basics of graphic design and layout software (Canva, WordPress, Constant Contact), • Communication & Collaboration:, • Excellent written and verbal communication skills., • Collaborative, adaptable, and eager to build positive relationships with stakeholders., • Personal Attributes, • Highly organized, proactive, and self-motivated., • Creative, resourceful, and committed to driving community impact in Downtown San Diego., • Physical Requirements, • Prolonged periods of sitting at a desk and working on a computer., • Must be able to lift 15 pounds at times., • Passion for Downtown and the San Diego community, • Collaborator & Community Impact focused, • Adaptable & Quick learner, • Have a go-getter proactive approach, • Detail-oriented, • Out of the box thinker This position is contingent on successfully passing: • Reference Check, • Criminal Background Check,, • Pre-employment Drug Screening, The Downtown San Diego Partnership (DSDP) is a nonprofit organization that serves as the principal voice and driving force behind the economic prosperity and cultural vitality of Downtown San Diego through membership, advocacy, enhanced services, and community investment. The organization’s nearly 300 members, representing a variety of business sectors including real estate, technology, banking, law, defense, insurance, communications, energy, and tourism are committed to nurturing a Downtown that benefits the entire San Diego region. The organization also serves as the managing organization for several special districts and charitable foundations including the Property and Business Improvement District – otherwise known as Clean & Safe – which provides enhanced services in 275 blocks of Downtown. Through these programs the organization has provided services in maintenance, safety, beautification, unhoused care, business promotion, and tenant retention to improve the quality of life on behalf of Downtown’s neighborhoods for more than 20 years. In all, these programs provide an annual contractual budget of approximately $13 million annually. To learn more about our work in these areas, please visit: downtownsandiego.org Our Values • Deliver excellent service: We strive to provide exceptional customer service through listening to our customers, providing efficient services, and innovative solutions resulting in value for our many stakeholders., • Be fun and open-minded with a quirky sense of creativity: We work hard but take time to celebrate our collective achievements and realize there is always more than one perspective to consider when approaching a challenge., • Pursue growth and learning: We invest in our people so they can continue to build skills and perspectives that enrich the work we do., • Build honest relationships and communication: We believe honesty leads to strong relationships built on a foundation of trust., • Nurture a safe work environment: We have a collective commitment to emphasize safety over competing goals to ensure the protection of people and our environment. At the Downtown San Diego Partnership, we are an organization that attracts and empowers diversity throughout our workplace and in the communities we serve. We value and celebrate the whole person and the lived experience that makes each of us unique. We strive to foster a safe environment, both internally within our organization and externally towards the communities we engage with, in which we encourage all voices to be heard and amplified as needed. We know our strengths come from championing our differences and acknowledge that each person deserves a voice and a seat at the table. Our ability to feel or be united through inclusion will result in better discussions, decisions, and outcomes that will allow us to advance the economic prosperity and cultural vitality of Downtown San Diego. DSDP is an Equal Employment Opportunity employer. The Downtown San Diego Partnership provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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