Director - Member Engagement

Description

The Role

The individual in this position will work with existing members to communicate the value of membership; opportunities for engagement in DRC programs; and identify and address any needs and concerns. This outreach will provide the opportunity for the DRC to increase renewal of investments and cross-sell and upsell additional engagement and investment opportunities.

This employee supports all affiliates of the DRC as required. The employee’s primary duty is the performance of non-manual work directly related to the business operations of the DRC and its affiliates. This work is directly related to achieving the revenue goals within the DRC. This position must exercise discretion and independent judgment with respect to matters of significance including (i) program development to maximize the Member experience and (ii) Member consultation. Additionally, this position requires skills involving business development and data analysis.

Reporting Structure

This individual will report directly to the Vice President of Membership and assist with overall operations of this team.

Our Guiding Principles

Our guiding principles underpin everything we do. The Director of Member Engagement is expected to consistently demonstrate the DRC’s GREAT guiding principles.

• Growth: We foster a culture of continuous learning, innovation, and personal and professional growth, empowering our team members to reach their full potential.
• Responsibility: We are self-starters who take ownership of our actions and commitments and honor our responsibilities to our teammates, members, partners, and community.
• Excellence: We strive for excellence in everything, delivering high-quality services, and experiences that drive positive outcomes for our members and the Dallas Region.
• Adaptability: We embrace the chance to improve every day, constantly looking for opportunities to help the Dallas Region be even better tomorrow than it is today.
• Teamwork: We play a team sport, working together to achieve common goals, making sure our teammates feel valued and included, and cheering each other on along the way.

Key Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The duties and responsibilities include the following, though other duties may be assigned.

Relationship Management 

• Director role requires a growth mindset and enthusiasm for serving DRC members and amplifying relationships. The Membership team’s focus is to build relationships and create high quality experiences through tailored communications and high-caliber presentations.  

• Owns and manages a portfolio of selected member companies, requiring a high level of professionalism and high-touch stewardship. Responsible for creating a stewardship strategy for assigned members with a holistic approach across department lines to drive both long-term loyalty and grow revenue goals. 

• Coordinates the overall member engagement strategy inclusive of retention, upgrades, renewals, reactivation, and onboarding new members year-round to identify company needs based on desires of engagement and budget. 

• Proactively provides member consultation and actively participates in the stewardship process of select investor member companies, including drafting member agreements. 

• Deliver excellent customer service to members and constituents through phone calls, emails, and in-person interactions. 

• Works with DRC staff and key volunteers to ensure they are well prepared for meetings with members and that all opportunities are presented. 

• Supports the lead sponsorship team member in ensuring alignment of the coordination of the DRC’s sponsorship program and communicate these opportunities to assigned members. Develops and generates statistical reports, monitors membership trends, investigates and researches member concerns, recognizes member loyalty and works closely with membership, finance and other DRC staff and volunteers. 

• Represents the DRC at corporate and community events. 

Project Management and Event Planning  

• Represent the Membership department at internal planning meetings and check-ins for pre-determined and assigned events. This includes project management of tasks for our team and partner departments.  

• Co-lead the project planning for special initiatives with our C-suite, including coordination of key components for event logistics, communications, invitation lists, and white glove guest service tactical elements. Welcoming New Executive receptions and CEO dinners are two special initiatives requiring a high level of attention to detail and timely execution. 

• Co-lead the project management and planning for Executive Women’s Roundtable including personalized communication, calendar of events, and coordination with multiple departments to ensure a high-quality execution for our members. 

• Director requires skilled delegation of specific tasks such as newsletter content and information through communications and marketing team, logistics tasks through event team, and communication coordination with Office of the CEO and COO/CFO. 

• This role will be an integral team member for outward-facing responsibilities in all events that the Membership department leads and supports. 

Grant Management 

• Project manages the process to service grants for the DRC and grow this area as a key initiative. This includes identifying key projects and stakeholder input early for the right fit of funds to projects, proactive steps in the application stage, ensuring the timelines are well communicated, and execution of follow-up steps in a timely manner. 
• In partnership with the communications team and priority departments, proactively source information for reporting grant requirements and submit in a timely manner. 

• Develop a “best in class relationship” approach to grants and foundations. Develop a twelve-month plan for strengthening engagement. 

• Opportunity to work with VP to grow this area for the DRC. In collaboration with team, build a plan for pipeline and cultivation touchpoints to drive future engagement expansion. 

Business Processes and CRM management 

• Contribute and endorse a data-driven approach to executing on department direction of our engagement strategy through our business intelligence processes.   

• Maintains the accuracy and integrity of the membership database and actively participates in and endorses the adoption of the DRC’s CRM platform and tools. 

• Manage the process for assigned members in billing and collections including invoice creation, outreach, and tracking in CRM. 

• Works closely with department leadership to strengthen and optimize building curated lists for C-Suite members, special interest groups and cohorts, and other high-profile contacts with the goal of high-touch communication outreach for key initiatives. 

• Proactively seek ways to build the department’s utilization of our technology and tools to drive growth, with a focus on maximizing member experience. 

• Performs other duties as assigned. 

Qualifications

• Bachelor’s degree required; or four to six years related experience in business development, customer service, and marketing and/or training.
• Professional and comprehensive experience in an applicable field and/or with an organization that is similar in mission and activities to the DRC.