EVP and Chief Membership Officer

Title:                

Executive Vice President and Chief Membership Officer (CMO)

Department/Office:

IAAPA HQ, Management (Orlando)

Reports To:

President and CEO

Direct Reports:

VP of Digital Strategy

VP of Research

Director of Communications

Senior Director Global Content

Senior Director of Professional Development

Overall Responsibilities:

The Executive Vice President and Chief Membership Officer oversees the association’s member acquisition, retention, and engagement. The CMO works closely with the regional vice-presidents in growing membership across the regions providing the tools and support to ensure a coherent offer, service, and products around the world. 

Specific Duties:

• Overseeing the HQ and the membership-touchpoint functions supporting the regions including marketing, communications, digital strategy, professional development, and research.
• Membership growth and retention strategies, membership analytics, and testing strategies.
• Work with Regional VP’s to ensure that the support for membership sales and member services is delivered where needed to meet membership, expo, event, education, and engagement goals.
• Maintain processes that evaluate member programs and services; determine the feasibility of new programs using member surveys and management and research analytics.
• Determine new service needs with senior leadership, establish priorities, evaluate return on investment, and develop a program/service implementation and marketing plans.
• Evaluate existing products and services to determine which programs should be refined, updated, or eliminated.
• Evaluate membership programs and develop competitive product offerings and pricing recommendations.
• Champion quality control initiatives to ensure the products, services, and marketing/communication activities are executed in a way that strengthens and enhances the IAAPA brand globally.
• Manage, support, and develop direct reports responsible for marketing, communications/PR, research, and digital membership offerings.
• Develop and implement operating principles and processes between regions and HQ departments, which are clear, efficient, and cost-effective.
• Ensure quality assurance including customer service tracking.
• Oversee a global translation strategy in collaboration with regional Vice Presidents.
• Assist the President and CEO as needed with additional projects and responsibilities.

Qualifications:

• College degree in marketing, communications, or public relations - advance degree preferred.
• At least 10 years of broad-based senior management experience.
• Trade or professional association experience with revenues of at least $20 million preferred.
• Attractions industry experience preferred.
• Experience in web and digital communication and engagement tools preferred.
• Research experience preferred.
• Crisis communications and issues management experience preferred.
• Detail-oriented and consistently thorough.
• Experienced working with Boards and Committees.
• A team player who considers all points of view.
• International business experience preferred.
• Effective communicator, both oral and written.

ADA Specifications:

• This position is primarily sedentary in the Orlando, FL HQ office with 15% overnight travel and may require some bending and lifting.