Positions Supervised: Manager of Member Engagement
Date Created/Updated: June 15, 2018
This is an opportunity for a mid-level manager who is currently working for a membership organization in the membership department. This is for someone who is looking for a chance to show what they can do as the lead membership professional for this small staff 5000 member professional organization.
We are a flexible and team oriented environment. We are looking for someone who wants to lead a strategy development plan for the next 5+ years of growing member value and engagement to create meaningful growth in renewal and recruitment. You will need to be able to be self directed, take charge and propose strategy but as in all small staffs organizations you should expect to roll up sleeves for everyday tasks. We all help each other, we all contribute and we all share in a caring, warm environment that extends to the service we provide members.
The Director has primary responsibility for membership retention, recruitment and satisfaction. The Director is responsible for developing a membership program that engages and provides valuable features, positioning the organization as a must-have membership for all art therapy professionals. The Director develops creative and compelling recruitment and retention plans that increase our membership roster and achieve annual KPIs. The Director oversees all data sources, including the AMS, and is responsible for of all information disseminated to the Association’s members, partners, and other key audiences. The Director ensures top quality customer service to members and advises staff on best practices and Association policy related to membership.
Essential Functions and Responsibilities
Member Engagement, Programming & Customer Service
Oversee features and programs to ensure positive, engaging experiences that surpass member expectations and advance the organization’s mission.
Develop comprehensive communication programs to inform and engage members from onboarding through renewal.
Track satisfaction with the member programs through ongoing member conversations, ad-hoc surveys and polls, and the annual member survey.
Develop new member features based on member feedback and needs that position AATA as a critical must-have membership for all art therapy professionals.
Supervise or directly respond to all membership inquiries.
Ensure that all staff provide exceptional customer service to members as needed, responding to complex and routine questions as well as requests for additional information.
Member Retention and Recruitment
Develop the annual membership recruitment and retention plan of creative and compelling recruitment and retention activities, including goals, communications and activities, required staff time and resources, and corresponding budget that increase our membership roster and achieve annual KPIs.
Direct the implementation of membership recruitment and retention activities, tracking the ROI of such activities and adjusting plans accordingly.
Identify new channels of communications to reach new and existing audiences.
Identify and pursue opportunities to partner with entities that share audiences such as the profession’s independent credentialing body and journal publisher to increase target market.
Budgeting, Reporting & AMS Oversight
Create the annual budget for membership.
Prepare monthly analysis of the state of membership and progress toward annual KPIs for the Executive Team and Board liaison.
Prepare and analyze monthly financial reports to track performance versus budget.
Serve as the primary point-of-contact within the organization for the AMS, becoming proficient in its mechanics, benefits and limitations.
Ensure the accuracy of the data.
Resolve issues that arise with its performance.
Lead effort to procure and implement new membership management system.
Chapter & Board Liaison
Present at quarterly Board meetings on the state of membership as well as new initiatives under consideration.
Serve as the staff liaison to the Membership Committee along with Executive Director.
Work with staff to solidify relationships with Chapters, membership committees as appropriate.
Vendor & Partner Management
Oversee and manage relationships with member services-related vendor partners.
Prepare monthly report for ATCB and ensure such reports are submitted in a timely manner.
Work with the Journal Publishing Company on a regular basis on member customer service issues.
Prepare quarterly reports for the Journal publisher’s fulfillment center listing all members qualified for on-line access only, and all receiving the printed Journal.
Qualifications, Experience, and Skills Required
College degree plus 5+ years of experience specifically in association membership required.
Ability to develope detailed plans, managing staff, projects, and budgets.
Familiarity with AMS systems in general. Proficiency with iMIS 200 is a plus.
Exceptional interpersonal skills with experience creating positive and productive relationships with members, volunteers, board members, and fellow staff.
Excellent verbal, written and presentation skills.
Superior organizational skills with the ability to prioritize and successfully accomplish multiple projects simultaneously.
Demonstrated ability to respond calmly and effectively in emergency situations.
Ability to work independently with a high level of initiative, self-motivation, perseverance and commitment to getting the job done.
Understands and actively supports the AATA’s diversity/inclusion efforts.
Values and actively pursues respectful interactions across cultures.
For Immediate consideration, please submit cover letter and resume to firstname.lastname@example.org along with salary requirements. No phone calls.