Customer Success Coordinator (Memberships) ReedPop

About Our Team: The Reed Pop Digital team creates and grows digital products that connect fans with the content, communities, and experiences they love year-round. By extending the value of our live events, we deepen fan engagement and create new opportunities for our fans, exhibitors, and partners.

About The Role: As a Membership Engagement Specialist, you will play a key role in supporting and growing the Popverse membership community. You will help deliver meaningful member experiences through customer support, targeted engagement programs, and onsite event execution while partnering with cross-functional teams to enhance membership value and satisfaction.

Responsibilities: Serve as the primary point of contact for Popverse members, providing timely customer support, resolving membership issues, and building positive member relationships. Plan and execute year-round member engagement initiatives, including member communications, benefit promotions, exclusive opportunities, and community programs designed to increase engagement, satisfaction, and perceived membership value. Manage the onsite membership experience at Reed Pop events, including member lounges, wristband distribution, first-access locations, member signage, and other membership benefits. Coordinate with event teams and vendors to ensure onsite membership programs are properly staffed, communicated, and executed. Gather and analyze member feedback, customer service inquiries, and engagement trends to identify recurring pain points and opportunities to improve the membership experience. Recommend enhancements to membership benefits, communications, and processes based on member feedback and program performance. Partner with marketing teams to develop and deliver clear, engaging member communications across email, web, events, and other channels. Track and report on member engagement, satisfaction, benefit usage, and other key membership metrics.

Requirements: Previous experience in marketing communications, membership programs, customer engagement, or related field. Strong written and verbal communication skills, with the ability to create clear, engaging, and customer-focused messaging. Excellent organizational and project-management skills, with the ability to coordinate multiple initiatives and deadlines. A customer-first mindset and the judgment to handle questions, concerns, and sensitive member issues professionally. Strong attention to detail and a commitment to delivering consistent, high-quality experiences. Ability to work collaboratively across marketing, product, customer service, and live-event teams. Willingness to travel and work onsite at Reed Pop events, including occasional evenings and weekends. Experience managing or supporting an online or in-person community is a plus. Experience with email marketing, CRM, customer service, community-management, or event-management platforms is a plus. We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance, and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals. Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.