GENERAL DESCRIPTION OF POSITION

At CGi, we partner with mission-driven associations to deliver exceptional member value and customer experiences. We are innovators, problem-solvers, and collaborators — and we’re looking for a proven leader to take our membership and customer service strategies to the next level, delivering measurable growth, cultivating an engaged community, and setting the industry standard for service excellence in the association industry.

The Director of Customer and Member Services will be the strategic and operational leader driving membership growth, member satisfaction, and exceptional customer service. In this high-impact role, you will blend data-driven strategy with a passion for service, leading teams to deliver measurable results while fostering engagement, loyalty, and revenue growth. This position directly influences member retention rates, revenue growth and client satisfaction.

The Director of Customer and Member Services oversees strategy, operations, and outcomes for membership and customer service across all assigned CGi clients. This includes membership acquisition, retention, engagement programs, customer service excellence, and budget accountability. The Director will proactively identify growth opportunities, ensure a world-class member experience, and lead high-performing teams to meet and exceed KPIs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

STRATEGIC LEADERSHIP & ANALYTICS

• Develop and execute comprehensive membership strategies to achieve growth, retention, and engagement goals.
• Set, monitor, and report on agreed upon membership KPIs including acquisition rates, retention percentages, and engagement.
• Use data analytics, segmentation, and market research to inform decision-making and optimize campaigns related to membership recruitment, retention and engagement.
• Forecast membership revenue, expenses and contribute to annual budget planning.
• Identify emerging industry trends and apply insights to enhance membership strategy and customer service models.
• Establish, monitor, and continuously improve service standards by leveraging Customer Activity Dashboard data to identify trends, risks, and opportunities for enhancing the member and customer experience 

TEAM LEADERSHIP AND DEVELOPMENT

• Recruit, mentor, coach, and retain high-performing team members, fostering a culture of accountability and service excellence.
• Conduct regular performance reviews and develop individualized professional growth plans
• Direct workflow priorities, manage department resources, and align staffing to organizational and client goals.

OPERATIONS - MEMBERSHIP

• Oversee daily operations, ensuring all member inquiries, issues, and escalations are resolved promptly and professionally.
• Oversee annual membership renewal processes, including automation, personalized outreach, and retention metric tracking.
• Maintain AMS/CRM database integrity and segmentation to enable targeted outreach and accurate reporting.
• Regularly assess and update member benefits to ensure relevance, value, and alignment with organizational goals.
• Manage all membership collateral updates (flyers, brochures, new/prospective member packets).
• Design and oversee member engagement initiatives that create meaningful connections and measurable increases in participation.
• Develop onboarding experiences for new members to foster early engagement and satisfaction.
• Promote member recognition programs, awards, and spotlights to build loyalty and community.
• Design member journey maps from onboarding through renewal.
• Develop partnerships with chapters, committees, and external organizations to strengthen recruitment, retention and engagement.
• Leverage lifecycle marketing and behavioral data to deliver targeted retention campaigns.

OPERATIONS - CUSTOMER SERVICE

• Oversee daily operations, ensuring all customer inquiries, issues, and escalations are resolved promptly and professionally.
• Refine and manage the organization’s Customer Service Model by aggregating customer feedback from all sources, identifying needs, and implementing action plans to ensure consistent, high-quality service.
• Lead initiatives to map and improve the customer journey across all service channels (phone, email, chat, social, etc.) ensuring a seamless and consistent experience.
• Develop and deliver a company-wide training program to ensure best practices and service excellence standards are consistently applied.

OPERATIONS – CROSS FUNCTIONAL (MEMBERSHIP & CUSTOMER SERVICE)

• Collaborate across departments to ensure membership and customer service teams have the resources, information, and alignment needed to meet performance standards and strategic objectives
• Ensure membership and customer service documentation and continuous improvement processes are in place, regularly updated, and aligned with service excellence goals.
• Implement tools, technologies, and workflows to improve efficiency, scalability, and quality of service for the membership and customer service departments.
• Champion a culture of service excellence across both membership and customer service functions

FINANCIAL & REPORTING ACCOUNTABILITY

• Manage departmental budgets, track expenditures, and evaluate ROI of membership and customer service initiatives.
• Provide monthly reporting on membership metrics, revenue, and performance against goals.
• Evaluate ROI on customer service initiatives, technologies, and training programs.
• Collaborate with leadership to adjust strategies based on data insights.

KEY PERFORMANCE METRICS

• Membership growth and revenue meeting/exceeding annual targets.
• Membership retention meeting/exceeding budgeted percentage.
• Member engagement meeting/exceeding annual goal.
• Member satisfaction meeting/exceeding annual goal.
• Customer and client satisfaction meeting/exceeding annual goal.
• Company-wide customer service training conducted at agreed upon frequency.
• Budget adherence within approved parameters

ADDITIONAL RESPONSIBILTIES

• Serve as staff liaison for assigned company and client committees.
• Serve as an ambassador for the organization at events, conferences, and networking opportunities.
• Actively contribute to the organization’s continuous improvement, strategic planning and innovation initiatives.
• Other duties as requested to support organizational goals, client success and strategic priorities.

TECHNOLOGY, SKILLS AND COMPETENCIES

• Proficiency in Microsoft Office Suite, including Excel, PowerPoint, Word, and Outlook.
• Proven ability to utilize and optimize AMS/CRM platforms for automation, segmentation and reporting.
• Experience vetting and/or implementing new membership or customer service technology platforms.
• Familiarity with artificial intelligence (AI) and/or business intelligence (BI) tools (e.g., Power BI).
• Strategic and analytical thinker with strong business acumen.
• Exceptional communication and relationship-building skills.
• Ability to manage multiple priorities and staff in a hybrid work environment.
• Commitment to continuous improvement and innovation.
• Proven ability to inspire teams, manage change, and foster innovation.

EDUCATION AND EXPERIENCE

• Bachelor’s degree from an accredited institution; advanced degree or CAE certification preferred.
• Minimum 5 years senior leadership experience, preferably within a membership-based or association environment.
• Strong background in analytics, budgeting, and CRM/AMS systems.
• Experience managing staff, cross-functional teams and complex projects.

EXPECTED TRAVEL

Up to 15% travel for company and staff training, client meetings, and industry events.

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EQUAL EMPLOYMENT OPPORTUNITY

CGi is an equal opportunity employer and values diversity. All employment is decided on the basis of qualifications, merit, and business need.

About CGi / American Case Management Association

At CGi, our mission is to create growth and strategic results for associations, businesses, meetings, and events. We are a small (under 50 employees), but progressive company with our headquarters in Little Rock, Arkansas and staff located across the U.S. You can find out more about what we do by visiting our web site at http://www.cgiresults.com and also visiting our client site at http://www.acmaweb.org/ CGi provides an array of services: association and event management services, as well as educational and analytical products/services to hospitals and health system clients. Our commitment to maintaining the highest standards of quality and client satisfaction allows us to facilitate the growth and success of each of our valued clients. We believe that our employees and their contributions are critical in this mission.

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