Director of Member Services

Job Summary:

Are you looking for a great place to work, with a positive, supportive, and collaborative culture? Then this just might be the role for you! Join a team that makes a difference in the lives of others every day. The Federation of State Massage Therapy Boards (FSMTB) seeks a dynamic and experienced professional to serve as the Director of Member Services. This critical leadership role is responsible for overseeing all aspects of membership recruitment, engagement, and retention to advance the mission of FSMTB and ensure member satisfaction and value. The ideal candidate will have a deep understanding of association management, a passion for customer service excellence, and a strategic mindset to drive growth and innovation in membership initiatives.

Essential Duties and Responsibilities:

• Develop and implement strategic plans to serve and retain FSMTB's membership base.
• Design and execute programs and services to enhance the member experience, including educational resources, networking opportunities, and advocacy efforts. Foster a sense of community and collaboration among members.
• Assist with planning and executing FSMTB events, meetings, and conferences.
• Implement proactive strategies to support member retention and satisfaction. Analyze member feedback, conduct surveys, and monitor key metrics to identify areas for improvement and develop retention initiatives.
• Establish and maintain high standards of customer service to ensure members receive responsive, professional, and personalized assistance. Develop processes for addressing member inquiries, concerns, and feedback in a timely and effective manner.
• Work closely with cross-functional teams, including marketing, events, and communications, to integrate membership initiatives with overall organizational strategies.
• Build strong relationships with current and prospective members, partner organizations, and industry stakeholders.
• Develop and manage the membership budget, ensuring resources are allocated effectively to support membership retention and engagement initiatives. Monitor revenue streams, expenses, and ROI related to membership services.
• Serve as a primary advocate for FSMTB members, representing their interests and concerns to internal and external audiences.
• Participate in industry events, conferences, and meetings to promote FSMTB's mission and membership benefits.
• Occasional domestic travel will be required.

Required Skills and Abilities:

• Proven experience in membership management, preferably in a nonprofit, association, or similar organization.
• Demonstrated success in developing and executing membership growth and retention strategies.
• Strong leadership skills with the ability to motivate and inspire teams to achieve goals.
• Excellent communication and interpersonal skills, with the ability to build relationships with diverse stakeholders.
• Strategic thinker with the ability to analyze data, identify trends, and execute innovative membership initiatives.
• Customer-focused mindset with a passion for delivering exceptional service.
• Proficiency in membership management software and CRM systems.
• Possess strong interpersonal, verbal, and written communication; organizational skills; strong writing, editing and proofreading skills.
• Understand the implications of new information for both current and future problem-solving and decision-making.
• Ability to work independently and as part of a team.
• Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Ability to champion innovative projects, products or services;introduce novel or innovative ideas.
• Model and promote integrity and accountability.
• Be professional, detail-oriented, work with accuracy.
• Demonstrate emotional intelligence, exceptional independent judgment, and initiative.

Education/Experience:

• Bachelor's degree in business administration or related field; master's degree preferred.
• Minimum of 5 years of experience in membership management or association leadership roles, preferably in a non-profit or association setting.
• Experience with an Association Management System.
• Strong understanding of the massage therapy industry and regulatory environment is highly desirable.
• Strong understanding of association management principles, membership recruitment strategies, and engagement best practices.
• Experience with membership management software and CRM systems.
• Demonstrated leadership and team management skills, with a track record of motivating and empowering teams to achieve goals.
• Highly organized, with strong project management skills and the ability to prioritize and meet deadlines.
• Experience successfully leading long-range planning, budgeting, and resource management preferred.

Job Type: Full-time

Pay: $60,000.00 - $80,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Ability to Relocate:

• Overland Park, KS 66210: Relocate before starting work (Required)

Work Location: In person

Salary : $60,000 - $80,000