Member Experience Coordinator

Membership Experience Coordinator
A LITTLE ABOUT US...

The Northwest Arkansas Home Builders Association (NWA HBA) is the region’s leading non-profit professional association for the residential building industry, representing 385 member companies and over 1,000 individual members across every part of the housing and construction ecosystem; from builders, developers, and skilled trades to architects, engineers, manufacturers, suppliers, lenders, and professional service providers.

MEMBERSHIP GOALS | Grow to 500+ member companies, doubling individual member engagement, and maintaining a minimum 85% member retention rate by 2028, our work focuses on strengthening industry and consumer connections, advocating for builders, smart housing development, and advancing education, leadership, and workforce development.

The role sits at the center of this work, helping members move from their first introduction and onboarding through active engagement, renewal, and long-term involvement. This unique role combines relationship-building, communication, technology, and systems navigation, offering the right person an opportunity to directly shape the member experience and grow alongside an evolving, forward-looking organization.

We’re looking for a driven, trustworthy, and people- and process-oriented professional to shape the member experience from first contact through long-term engagement. The right person builds relationships, creates order, takes initiative, follows through, and uses technology and data to make member service more personal and effective. Success means members feel welcomed, informed, and connected—and leadership can rely on you to manage the details and continually improve how we work.

This early- to mid-career role offers meaningful impact, real ownership, and room to grow alongside the NWA HBA.

Each of the areas of ownership listed below are the primary focus of this role and will increase in responsibility and ownership over time as you acclimate earn the opportunity to take on, maintain, and eventually lead come to own each of the areas list below . The long-term goal of this position is to grow to full management of these core areas and eventually adding and evolving them as the market, industry, and members needs change.

Serve as a primary point of contact for prospective and new members, providing timely, professional, and friendly assistance throughout the application and onboarding process. Actively research and engage with potential members and recruit them to join. This includes explaining membership benefits and opportunities, coordinating welcome communications and account setup, helping members complete their profiles, making relevant introductions, and connecting them with events, committees, programs, and resources.

The coordinator also follows up with new members to encourage early participation, answer questions, and identify additional ways the Association can support their goals.

The Membership Experience Coordinator supports the full renewal process through organized, consistent, and personalized communication. This includes tracking renewal activity, membership changes, outstanding follow-ups, and potential retention concerns; reaching out thoughtfully to inactive, expired, or at-risk members; and maintaining accurate records of member feedback, cancellations, and renewal outcomes. By documenting this information and identifying recurring trends, the coordinator helps leadership better understand member needs, strengthen retention, and continually improve the Association’s long‑term value.

The Membership Experience Coordinator helps maintain the Association’s membership management and CRM systems as reliable sources of accurate, up-to-date member information. This includes managing member profiles, website listings, email lists, event-registration tools, digital forms, and related platforms, as well as using Microsoft 365 tools such as Outlook, Word, Excel, Teams, and Forms to support communication, workflows, recordkeeping,…