Senior Director of Membership

JOB SUMMARY:

The Senior Director of Membership will be responsible for leading the Membership Team to meet or exceed revenue, recruitment, and retention goals. The role requires a balance of strategic leadership of the Membership Department as well as direct membership sales development and retention of the Lodging & CVB segment. The ideal candidate will be a sales coach who can both manage the team and contribute to achieving organizational goals.

DUTIES & RESPONSIBILITIES:

Management:

• Lead, coach, and manage the Membership Team, focusing on achieving membership growth through recruitment and retention to meet or exceed the Board approved annual budget pertaining to membership and product revenue.
• Develop and implement annual recruitment and retention strategies in collaboration with the Vice President, Finance & Administration.
• Create a positive and growth-oriented environment for the Membership Team, impacting performance metrics and ensuring alignment with organizational goals.
• Manage the contractual partnership with the National Restaurant Association.
• Collaborate with the Leadership Team and other departments to ensure a cohesive approach to member recruitment and retention.

Strategic Planning and Execution:

• Work closely with the Marketing & Communications Team to develop campaigns that promote membership value and benefits.
• Monitor and assess the effectiveness of membership programs and services, making recommendations for improvement as needed.
• Ensure the integrity and accuracy of membership data, overseeing database management and updates.

Lodging & CVB Membership Development:

• Meet or exceed membership sales goals within the Lodging & CVB segment, working to cultivate relationships, close sales, and provide excellent customer service.
• Identify and pursue new membership opportunities within the Lodging industry, ensuring the association's value is clearly communicated and understood.
• Maintain accurate membership data and ensure new members are correctly onboarded and retained.

Lodging & CVB Member Retention and Engagement:

• Maintain regular communication with existing members through correspondence, telephone calls, and in-person visits to ensure they are receiving excellent customer service.
• Promote MRLA products, services, member-only programs, regional and special events, and grant-funded projects to members.
• Respond promptly to member inquiries, providing solutions and making recommendations as needed.
• Maintain accurate membership data within the MRLA’s database, including updating demographic information and tracking sold properties or closed businesses.

Oversee Sales Department Operations:

• Ensure the Membership Team is following the sales process as designed. Make changes to allow for efficiency.
• Lead Membership Team meetings with a focus on quarterly quota attainment, best practices and accomplishing weekly tasks.
• Develop, maintain, and implement standard operating procedures (SOPs) for the Membership Team, including sales scripts, FAQs, and communication guidelines.
• Manage Membership team expense budget lines, utilizing resources strategically to enhance the overall membership goals.
• Conduct regular meetings with membership team staff, perform annual team reviews, and review compensation packages of team members.
• Work with the Vice President, Finance & Administration on the accuracy of forecasting and Membership Team commissions.

Event Participation and Industry Engagement:

• Promote MRLA and its products to outside organizations by attending industry tradeshows and events, preparing displays and materials, and ensuring events are properly staffed.
• Oversee planning of industry mixers with Events Manager to promote membership and collaboration of industry leaders.
• Serve as the liaison to organizations in the Lodging and Hospitality sectors, ensuring strong partnerships and alignment with association goals.

TEAM MRLA PERKS & BENEFITS

• Health Insurance coverage for you and your dependents
• Dental & Vision Insurance
• Life Insurance
• Short-Term and Long-Term Disability Insurance
• Flexible Spending and/or Dependent Care Accounts
• 401(k) Retirement Plan with matching funds available
• 2-days Personal Time per year
• 8-days Sick Time per year
• 2-weeks paid vacation per year
• 10 paid Holidays per year
• Paid parking
• Access to Hotel Employee Rate travel program

PROFESSIONAL/TECHNICAL KNOWLEDGE, SKILLS & ABILITIES

• Strong leadership and team management skills, with a proven track record in sales and client development.
• Excellent verbal and written communication skills, with the ability to craft clear, concise, and persuasive messages.
• Familiarity with the Entrepreneurial Operating System (EOS) is a plus.
• Proficiency in Microsoft Office Suite and CRM software (e.g.: Salesforce, HubSpot, Atlas).
• Experience in the hospitality industry is preferred.

GENERAL PROFESSIONAL DEVELOPMENT

• Ability to respond to direction and manage time within general priorities and parameters of job
• Demonstrates positive interactions with employees, members, service providers and program participants; provides support and assistance willingly
• Demonstrates professional image, maturity, self-confidence and positive attitudes.

​WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

​The physical demands and work environment characteristics described here are representative of those individual encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work will be performed indoors in a generally comfortable office environment as well as some travel to potential and current members. Employees must possess the following physical requirements:

• Work will be performed in a hybrid environment, with three days in the office and two days remote.
• Able to communicate with staff on a telephone, and hear and speak clearly to members and others face to face
• Has vision sufficient to read printed documents, computer screens, forms, and other communications
• Able to sit or stand for long periods of time
• Able to reach above shoulder level to work, as well as bend, squat and sit, stand, stoop, crouch, reach, kneel, twist/turn, finger and feel
• Must have ability to travel locally and out-of-town for extended periods, using private or commercial transportation and staying in public accommodations
• Must have the physical ability to attend meetings, conventions, and other events, which may be held in large convention facilities with various accessibility, and maneuver through such facilities to perform a broad variety of duties