Council for Advancement and Support of Education (CASE)
Type: Full Time
Internal Number: 58
Title: Manager, Member Experience
Division: Membership, Marketing and Communications (MMC)
Reports to: Sr. Manager, Member Engagement
Status: Full-time, Exempt
Total Direct Reports: None
CASE is a global, not-for-profit membership association with a vision to advance education to transform lives and society.
We are the home for advancement professionals, inspiring, challenging and equipping them to act effectively and with integrity to champion the success of their institutions. CASE defines the competencies and standards for the profession of advancement, leading and championing their dissemination and application with over 97,000 advancement professionals at 3,100 member institutions in 80 countries.
Broad and growing communities of professionals gather under the global CASE umbrella. Currently these include alumni relations, development services, communications, fundraising, government relations and marketing. These professionals are at all stages of their career and may be working in universities, schools, colleges, cultural institutions, or other not-for-profits. CASE uses the intellectual capital and professional talents of an army of volunteers to advance its work, and our membership includes many corporate partners in the education sector.
Headquartered in Washington DC, CASE works across all continents from its regional offices in London, Singapore, and Mexico City to achieve a seamless experience for all our stakeholders, particularly our members, volunteers, and staff.
The Manager, Member Experience is a relationship builder. The incumbent helps to connect members to solutions by implementing processes that generate awareness of CASE products and services, builds relationships with primary coordinators, and increases engagement with CASE resources. He/She manages the new member onboarding program, oversees processes that encourage the use of signature CASE benefits. This role reports to the Sr. Manager and supports all activities to improve member engagement and retention.
The core functions of this position include but are not limited to the following:
Member Experience and Engagement
Manage the full new member onboarding process, including designing and conducting monthly webinars and connecting members to other departments for deeper engagement opportunities
Serve as a content producer for the Membership section of the CASE website, making regular updates as needed
Design and deliver monthly webinars for primary and secondary coordinators to train and promote the use of online roster management and other account tools
Support all aspects of the new member acquisition effort by ensuring every new members’ details and data are captured and individuals at member institutions are introduced to CASE benefits
Develop and manage processes to encourage use of signature CASE benefits (CURRENTS magazine, CASE Global Reporting Standards and others TBD)
Listen for needs and proactively connect members to CASE staff members who can add value with advice, problem solving, and referral to available resources/CASE programs
Provide backup email and phone coverage for Membership Operations team, as needed
Work closely with Sr. Membership Managers to settle member relations concerns or issues
Manage the delivery and implementation of personalized, multi-channel new member onboarding program, with special focus on audiences identified by Membership leadership team
Provide support for and coordinates the implementation of strategies to retain at-risk members
Speak with members to discuss benefits and articulate CASE value proposition
Support all projects that promote the growth and sustainability of CASE membership
Assist members with account set up, make roster updates and perform regular updates to member records in AMS
Monitor relevant member data reports to ensure accuracy and track project performance
Utilize business intelligence tools to monitor engagement KPIs and inform decisions about key engagement initiatives
Champion the widespread use of tools that capture member interactions within the AMS
Fiscal Management/Budget Responsibilities/Judicious Use of Resources
Exercises fiscal responsibility in the utilization of all CASE resources.
Works cooperatively and diplomatically with all divisions and regions.
Participates and reports out regularly as a member of the Global Membership Team
Incorporates tasks and/or projects related to objectives as directed by the CASE Strategic Plan.
In keeping with the CASE Values Statement, ensures that CASE is well represented by exercising a high degree of professionalism, accuracy, and ethics, in all activities, services, and products.
Performs other duties and responsibilities as assigned by the Supervisor.
Job Complexity and Knowledge
The Manager, Member Experience receives broad direction from Sr. Manager, Member Engagement and is otherwise expected to work with a high level of autonomy and independence, discretion, confidentiality and diplomacy. The position interacts with CASE staff from across the world, and may come into contact with senior volunteers, members and other high level external key stakeholders. The Manager, Member Experience will be responsible for his/her own time management and prioritization of tasks to ensure the key responsibilities are met.
Problem Solving and Judgement
High level judgement and problem-solving skills are required, as the incumbent is frequently faced with situations which require immediate action in response to issues and requests. The breadth and depth of understanding of an issue and the key internal/external persons handling the issue, and the way in which the issue is handled, all affect the outcome of the situation.
Professional and Organizational Knowledge
The position requires that the incumbent quickly develop a deep understanding of CASE, its policies and procedures and an understanding of the culture and regional and divisional interdependencies.
The position requires a deep understanding and respect for the organization’s systems and workflow.
Education and Experience:
Bachelor’s degree in marketing, or related field + 3-5 years’ member engagement and/or marketing experience, preferably at a non-profit trade association
Prior experience in membership engagement or operations role, with knowledge of membership best practice
Proficient in working with CMS systems and creating/improving workflows for online user experiences Experience working with databases, management information systems, and web-based technology
An interest in educational advancement across the regions in which CASE works
Skills and Abilities:
A demonstrated interest in advancing education in the not-for-profit sector.
A strong commitment to contributing to an organizational culture that celebrates diversity and inclusion.
An understanding and interest in engaging with a broad range of cultures and countries. Strong public speaking and presentation skills (Spanish-speaking or other languages, a plus)
Superior writing skills
A strong commitment to contributing to an organizational culture that celebrates diversity and inclusion
Strong project management, research, and analytical skills
Superb organizational skills and attention to detail
Proven track record achieving key results based on goals
Emotional intelligence, exceptional people skills, and a passion for building relationships with customers and internal team members
High degree of comfort communicating with members about their needs, perceptions and, experiences to optimize satisfaction and retention
Experience in an international environment desired.
Education-related experience a plus.
Must have a strong customer service orientation.
Management reserves the right to review and revise this document at any time. This document represents a description of intended job content and should not be construed in any way to be a contract of employment.
CASE Vaccination Policy: Vaccination against COVID-19 is an important tool in helping to prevent infection and reduce hospitalisation and mortality. CASE vaccination policy is as follows for each regions:
US/CAN and Latin America offices: To access a CASE office, you must be fully vaccinated for COVID-19 or have an approved exception to this requirement as an employee with an approved medical or religious exemption (U.S.) or be subject to testing or other national/local restrictions in effect where the CASE office is located.
Europe and Asia Pacific Offices: CASE strongly encourages staff to obtain the most current COVID-19 vaccine and booster as soon as it is available to them unless they are ineligible to receive the vaccine due to medical reasons.
Alternative Work Arrangement: As of January 1, CASE implemented an Alternative Work Arrangement policy where, after 4 weeks of employment, eligible staff are given the opportunity to work from home up to 2 days per week and in office 3 to 4 days per week.
About Council for Advancement and Support of Education (CASE)
CASE is a global not-for-profit and membership association whose vision is to advance education to transform lives and society. Its mission is to be the home for communities of advancement professionals and to inspire, challenge and equip them to act effectively and with integrity to champion the success of their institutions. CASE defines the competencies and standards for the profession of advancement, leading and championing their dissemination and application with over 97,000 advancement professionals at 3,100 member institutions in 80 countries.
Broad and growing communities of professional practice gather under the global CASE umbrella. Currently these include alumni relations, development services, digital, communications, fundraising, government relations, marketing, and web. These professionals are at all stages of their career and may be working in universities, schools, colleges, cultural entities or other not-for-profits. CASE membership also includes many corporate partners. CASE uses the intellectual capital and professional talents of an army of volunteers to advance its work.
Headquartered in Washington, DC, CASE works across all continents from its r...egional offices in London, Singapore, and Mexico City. CASE works to achieve a seamless experience for all its stakeholders: particularly its members, volunteers, and staff. Working together across time zones and borders, CASE staff in all offices seek to make the ambitious OneCASE aspiration a reality.