What are the responsibilities and job description for the Director, Membership position at Merchant Risk Council?

The Merchant Risk Council (MRC) is a leading global non-profit membership association committed to serving payments and fraud prevention professionals. Established in 2000, MRC offers an extensive platform fostering education, advocacy, collaboration, and networking opportunities for its members. With a substantial presence across North America, Europe, APAC, and LATAM, MRC is dedicated to advancing safer and more secure ecommerce. Learn more at www.merchantriskcouncil.org.

We are seeking a strategic, results-driven leader with a strong ability to multi-task and drive global membership growth.

The Director, Membership is responsible for leading a team to grow our global membership, improve member engagement and satisfaction, and ensure member benefits align with member needs. This position plays a pivotal role in strengthening MRC’s relationship with members, driving retention, and spearheading efforts to expand our member base.

The Director, Membership builds and maintains executive-level relationships while serving as an escalation point within these engagements. This position is responsible for ensuring appropriate internal stakeholder alignment offering proactive and prescriptive member communication and delivery, that result in outstanding member experiences.

The Director, Membership reports directly to the Vice President of Membership & Events and leads a team of five direct reports across four countries.

ROLES & RESPONSIBILITES

Provide strategic leadership and direction for MRC’s membership and global expansion, developing and executing innovative strategies to increase member retention, engagement, and acquisition.
Develop processes to track and execute global membership growth plans, working with relevant internal stakeholders to ensure consistent and efficient communication and delivery of benefits to the members.
Oversee member communications and engagement strategies, defining processes to ensure the members are educated on the benefits and actively engaged to drive retention.
Provide general support to MRC members globally, working with top online retailers and leading eCommerce Solution Providers.
Become an expert in all programs and member opportunities offered to MRC members.
Serve as a strategic advisor to prospective members, identifying challenges that can be solved utilizing Merchant Risk Council’s suite of resources and programs.
Develop new member orientation sessions, focus groups, and other feedback forums to drive strategic plans.
Manage and develop a strong team of membership and region managers responsible for member growth, engagement, and renewal.
Maintain records and process in the CRM database and produce statistical summaries on all global membership KPI’s for internal reporting purposes.
Manage membership renewals to >

85% annually.

Monitor monthly membership AR and assist the Finance team in the collection of aged invoices.

Assist the Vice President of Membership and Events in optimizing the effectiveness of the membership structure and make suggestions on optimal fees, category structure, services, benefits, and policies related to the retention of current members and acquisition of new members.

Participate in networking opportunities and represent the MRC at key industry events.

QUALIFICATIONS, SKILLS AND EDUCATION REQUIREMENTS

Minimum of 8 years professional experience in an applicable field (Account Management, Customer Success, Membership / Association Management), or equivalent related work experience

Minimum 5 years managing a team

Proven track record of achieving revenue targets

Experience in the eCommerce Fraud and Payments industry a plus

5 years of experience with Customer Relationship Management (CRM) systems

Salesforce experience a plus

Successful track record working in a collaborative team environment

Ability to build and maintain strong relationships with colleagues and members

Persuasive communication skills and consultative selling strength, including an ability to create and deliver custom packages based on member needs

Demonstrated ability to develop and execute strategic and operational initiatives

Excellent verbal, interpersonal, and written communication skills

Highly organized with strong time management skills

Flexible and capable of working in a dynamic global environment, including being available for meetings in multiple time zones

Some domestic and international travel may be required, including Europe, US, APAC, LATAM

Advanced knowledge of Microsoft Office Suite

Additional Notes :

International safety protocols will be required to be followed when traveling.

Employees traveling for business purposes must be fully vaccinated to the level required for entrance into the respective state or country the business is taking place.

This full-time position offers a competitive salary and benefits package.

Benefits :

401(k)

401(k) matching

Dental insurance

Vision insurance

Health insurance

Life insurance

Flexible schedule options

Paid time off

Parental leave

Professional development assistance

Annual Performance Bonus

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