Member Support Specialist - independent business

Come work with us ifyou’repassionate about empowering independent natural food retailers! INFRA is seeking a Member Support Specialist dedicated to ensuring our members have the resources, communication, and follow-up they need for success. By managing data, coordinating outreach, and collaborating with our internal teams,you’llhelp bring INFRA’s mission to life for our valued member stores.

In this role,you’llbe the go-to person for membership-related details, making sure members know about initiatives and have the support they need.

You’llalso act as a liaison between HQ and our member-facing Business Advisors, bridging gaps in communication and ensuring membership experiences are seamless. If you loveassistingpeople, keeping information organized, and watching independent businesses thrive, this role is for you.

• Primary contact for a group of members (approximately 12% of membership – 40 in Jan 2025), typically virtually.
• Responsible for keeping members connected, informed, and highly engaged with INFRA.
• Works with the field teams or INFRA team to hand off during escalation moments or moments requiring specialized expertise.

• Partner closely with field-based teams to ensure members receivetimely,accurate information and consistent follow-up.
• Assistin scheduling check-ins, documenting member needs, and relaying important action items.
• Facilitate internal team meetings and align the team for follow-ups.
• Respond to member inquiries, connecting them with the right team members or resources for swift resolution.

• Coordinate and track key membership projects—such as census collection, compliance, and communications—to keep members informed and engaged.
• Assistin planning and executing member-facing events (virtual or in-person), including registration, material prep, and post-event follow-up.
• Prepare updates and progress reports for leadership, highlighting trends or opportunities within the membership base.
• Promote INFRA initiatives, programs, and updates, helping members maximize the value of their membership.
• Support new member intake and connection to the Growth team for improvements.

• Maintainaccuratemember records and interaction logs, keeping key data points current in the CRM.
• Generate basic reports, track participation metrics, andidentifyopportunities to enhance member engagement.
• Ensure data integrity and collaborate on process improvements that simplify member touchpoints.
• Provide CRMsystem,workflow, and data integrity support. Lead change project management and partner with IT to implement improvements and updates

• Facilitate the feedback loop between field teams and INFRA HQ staff.
• Gather member feedback and insights, relaying them to the broader team for continuous improvement of programs and offerings.
• Ensure smooth communication between Advisors and INFRA HQ so membersbenefitfrom the full spectrum of INFRA resources.
• Drive follow-through on decisions as assigned within group decisions.
• Support special projects as needed.

• Industry
  
  Experience:
  
  3+ years working in the natural foods or grocery retail industry, with a strong preference for in-store operational or front-line experience.
• Administrative Coordination: Proven ability to juggle multiple tasks, manage schedules, andmaintainorganized records.
• CRM & Tech
  
  Skills:
  
  Comfortable updating member data, generating simple reports, and adapting to new systems quickly.
• Communication: Able to connect with a variety of stakeholders—members, field staff, and HQ teams—both verbally and in writing.
• Team Player: Enthusiastic about supporting colleagues,receptive to feedback, and proactive about solving problems.
• Travel up to 10% is required for this position.
• This role is part of our hybrid workforce, ideally located out of our St Paul HQ. Internal remote candidates may apply but will require additional consideration.

INFRA is committed to creating an inclusive workplace. We know that diversity of identities, experiences, and ways of thinking results in stronger lives for all our members and the…