Membership Services Manager

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Position Summary:

This position is essential to the effective and efficient operation of the Office of Professional Development, Membership and Engagement. In support of the mission and vision for the Association and the OPDME in service on behalf of the Association, the incumbent will have daily responsibility for strategically managing and executing responsibilities that are directly aimed at: driving and engaging membership; positively and regularly engaging the Association’s key stakeholder groups (including staff); creating effective internal and external partnerships and collaborations; providing excellent service experiences to all of the Association’s current and future stakeholders (to include, but not be limited to, staff, members, customers, committees and boards, leadership, partners, vendors, community organizations and agencies). Additionally, as directed, the incumbent will provide customer service support; regular reporting of membership and engagement activity, as required; administrative coordination; strategic planning, execution, and management. The Membership Services Manager will assist with efforts to creatively improve the Association’s profile, increase membership, improve membership services, develop and increase the Association’s overall internal and external engagement activity. 

Essential Functions:

• Leads the development and delivery of a comprehensive engagement strategy to include focus on membership retention, reclamation, and onboarding.

• Creates and implements effective, innovative strategies to engage and positively impact the stakeholder experience for members, staff, leadership (including the Association’s boards and committees), community partners, customers, and all other current and future stakeholders.

• Crafts and implements successful strategic plans that: increase membership across membership categories, demographics, and geographical regions; drive membership and engagement; promote and enhance ACA’s membership-benefit portfolio.

• Formulates membership service policies and makes recommendations to improve the effectiveness of membership and stakeholder experience, increase membership and engagement, minimize attrition, and to drive stakeholder satisfaction.

• Plans, facilitates, and manages all membership and engagement campaigns, plans, and activities, as directed by the OPDME Director.

• Implements a monthly membership and engagement calendar of in person and virtual events, (meetings, focus groups, webinars, campaigns, etc.) that bring together members and/or stakeholder groups.

• Delivers targeted membership and engagement activities both digitally and in person, across key stakeholder groups locally, nationally, and internationally to attract prospective members, retain and add value to existing members while ensuring alignment with the Association’s strategic objectives, priorities, and return on investment goals. 

 Plans and coordinates logistics for in-person and virtual membership and engagement events (including, but not limited to meetings, focus groups, webinars, workshops, conference activities, etc.).

• Manages membership and engagement data, dashboards, and content (including, but not limited to, for website and social media, marketing, and publication) to include compiling, tracking, and reporting data in accordance with the cadence required by the OPDME Director and Executive Team.

• Supports the onboarding of new members and ongoing chapter leader development by helping chapters, chapter leaders and members navigate the Association’s resources and events.

• Effectively communicates and engages with member chapters/networks and other key stakeholders (including, but not limited to, members, committees/boards, community partners, customers, vendors, and those designated by the OPDME Director and/or the Association’s Executive Team), ensuring that all communications and engagement services and activities are timely and appropriate.

• Serves as a direct point of contact and support for members, chapter leaders, membership committee chairs, and affiliates on membership and engagement matters.

• Proactively identifies potential member relations challenges and opportunities for improvement and devises effective solutions to address the challenges.

• Maintains a good understanding, knowledge, and record of the membership and engagement portfolio, policies, profile, activities, and performance outcomes.

• Establishes and maintains a positive, professional rapport with ACA members, partners, customers, and affiliates.

• Develops a good relationship, understanding and knowledge of activities and opportunities across all stakeholder groups.

• Collaborates with Marketing and Publication colleagues to devise marketing/communication strategies to reach current and prospective members AND to share membership and engagement-related posts, articles, and content.

• At the direction of the OPDME Director, assists with the execution of OPDME and/or ACA activities at ACA’s two national conferences. 

Knowledge and Skill Requirements

• Strong IT understanding and social content management knowledge.

• Confident and effective presentation skills

• Excellent interpersonal, time management, organizational, administrative, customer service skills, and communication skills.

• Attention to detail and excellent follow-through are essential.

• Professional demeanor and a history of excellent professional judgement.

• A strong/high degree of proficiency with learning and successfully utilizing computers and computer applications, including (but not limited to) Microsoft Office Suite, spreadsheets, membership databases, and learning management systems.

• Strong project management, research, and analytical skills.

• Ability to effectively collaborate with multiple stakeholders.

• Ability to manage multiple high-level projects, tasks, and activities AND maintain composure and professional demeanor under pressure effectively and efficiently.

• Strong commitment to excellence in all aspects of work.

• Ability to maintain confidentiality of records and information. 

Job Requirements:

Required Education:

Bachelor’s Degree  

Required Experience:

5 years’ experience in member engagement professional experience 

Required License, Certification, Association:

n/a

Preferred License, Certification, Association:

n/a