All Pro Dad Chapter Retention and Support Specialist
The All Pro Dad chapter retention and support specialist reports to the operations manager and is a key role responsible for maintaining and enhancing the success of All Pro Dad chapters across a designated region. This individual will serve as a resource and support system for team captains, co-captains, and members of these chapters, ensuring they have the tools and guidance necessary to keep their chapters active and impactful year after year. This role is critical in ensuring the ongoing success and sustainability of All Pro Dad chapters, with a focus on fostering strong, long-term relationships with chapter leaders, offering consistent support, and helping chapters flourish within their local communities.
Key Responsibilities:
- Chapter Support & Retention:
-
- Conduct regular outreach (via meetings, calls, emails, texts, and chapter visits) to active team captains to offer support, conduct training, answer questions, and help them maintain healthy, successful chapters.
- Actively manage relationships with “at-risk” chapters, providing guidance and support to ensure they remain engaged and understand how to use available tools (team captain dashboard).
- Celebrate the success of “healthy” chapters on a quarterly basis to encourage continued engagement and best practices.
- Communication & Responsiveness:
-
- Respond to inquiries from team captains, chapter members, or other stakeholders in a timely and professional manner, handling communication via email, phone, video conference, or online chat.
- Provide proactive outreach to ensure team captains feel supported and have the necessary resources to keep their chapters thriving.
- Data Management & Feedback:
-
- Proficiency in using a variety of digital platforms and software systems
- Gather and report feedback from team captains to help improve systems, tools, and processes within the All Pro Dad Chapters program.
- Accurately enter data from interactions (meetings, calls, emails, texts, and chapter visits) into the Family First CRM on a daily basis.
-
- Work toward achieving chapter retention goals, particularly in the second, third, and fourth quarters, to ensure that chapters remain active year after year.
- Monitor chapter health and work with the broader team to identify and address any issues that could impact retention.
-
- Secure letters of support from educational leaders and team captains to further validate the program and its impact.
-
- Participate in internal team and department meetings to provide updates, share insights, and collaborate on ways to improve chapter retention and support.
-
- Travel as needed to engage with chapters, attend events, or support retention and support goals.
Requirements
- Experience in customer support, account management, and relational sales
- Proven ability to work toward and meet individual and team retention goals
- Excellent written and oral communication skills
- Proven ability to be a team player with a positive attitude
- Proven ability to remain enthusiastic, positive, and encouraging in a changing environment
- Four-year college degree preferred
- Two years of customer service experience preferred
- Experience using the HubSpot CRM platform preferred
- Experience working in or with a volunteer lead program preferred
