Member Services Manager

Job Title: Member Services Manager

About You

Are you a customer-focused service professional who understands how to lead a team of two Member Service Specialists, inspire great service outcomes, and the drive to take member/partner programs to the next level? If so, the NETA team is excited to meet you.

About the Job

The primary objective of this position is to support the Associations members and industry partners service needs and to enhance the value of the Association while managing the Member Services Team. In addition, this position will be responsible for managing internal member services programs such as Volunteer Engagement, Alliance, and NETA Approved Military Organizations (NAMO) in coordination with the Director of Membership.

About Us

NETA, the International Electrical Testing Association, is on a mission to lead the electrical power systems industry through education, standards development, accreditation of third-party testing companies, and certification of electrical testing technicians. Put simply, this means that we literally wrote the book(s) on how to navigate medium and high-voltage power systems safely and we work tirelessly to educate industry professionals on the importance of these documents. We take the practice of safety and equipment reliability seriously, so we also accredit testing companies that remain divested of competing interests and certify their technicians based on their unique skillsets and field experience.

Primary Responsibilities

• Serve as the main point of contact for Volunteer Engagement and NAMO Committees with support for the CTD and Alliance Programs.
• Support membership activities and strategies to aid in member integration, engagement, and overall member retention.
• Coordination and execution of Alliance Program initiatives; including sales support and fulfillment of sales campaigns.
• Develop the program for and execute quarterly outreach meetings with member companies point of contact.
• Create and post to the online Community forum at least monthly updating with information and resources.
• Serve as the liaison to the Executive Management Team regarding execution of the member and partner programs.
• Manage the execution of all updates and/or improvements to the Member Services programs and train Member Services team members.
• Identify system improvement opportunities for effective utilization of Association Anywhere (AA), the Association’s CRM database.
• Manage the data integrity of the membership database, ensuring accurate records and timely updates.
• Assist in the development of member meeting materials, communications, and logistics.
• Assist with the ideation, execution, and implementation of marketing strategies to foster member and partner engagement.
• Understanding and oversight of: High quality customer service, outreach initiatives, certification exam authorizations, CTD credit administration, monthly, quarterly, and annual dues billing for members and partners, company and technician certificate process, Member Services email inbox, and incoming phone inquiries and responses.
• Coach and develop the Member Services team.
• Assist in the recruitment and retention of Member Services team members.
• Develop, update, and maintain program SOPs and policies.
• Backup for Member Services Specialist responsibilities.
• Other duties as assigned.

Qualifications

• Bachelor’s degree in business administration, communications, marketing, or related field preferred; Associate’s degree required.
• Minimum of three (3) years’ experience in customer service, hospitality, association or membership management, or combination of education and/or work experience relevant for this role.
• Experience supervising, managing, and developing direct reports.
• Proven project management and organizational skills with ability to manage multiple priorities simultaneously.
• Ability to plan and direct coordinated and complementary work assignments for staff associates toward the achievement of departmental goals and common outcomes.
• Able to provide creative insights and recommendations for department growth.
• Experience managing volunteer committees within a membership organization is highly desirable.
• Able to establish meaningful professional rapport with Board Members, Committee Chairs, and Association Members to help further the Association’s initiatives.
• Strong self-starter.
• Excellent verbal and written communication skills.
• Advanced skills in Microsoft Excel, Word, PowerPoint, Outlook, CRM database management, and Adobe Acrobat.
• Travel required 5-10% for conferences, occasional NAMO meetings, or other events on behalf of the association.

Attributes

• Servant leadership minded.
• Creative problem solver.
• Customer service champion.
• Strategic mindset with a focus on growth.
• Develop authentic professional relationships.
• Proactive and takes initiative.
• Collaborative with the team.
• Continuous improvement focused.
• Excellent communication skills; both verbal and written.

Physical Requirements

• Physical requirements are consistent with working in an office environment – sitting for long periods of time, walking throughout the office, able to go up and down stairs without an elevator, able to lift and move 35 pounds, repetitive motions that may include wrists, hands, and fingers, and operating office equipment,
• When attending PowerTest, or any other event on behalf of the association, standing and walking for an extended period will be required over multiple days, along with moving, packing and unpacking heavy boxes, and any other physical requirement to put on a large event like a conference.

NETA is an equal opportunity employer in which all qualified applicants will receive consideration for employment without regard to race, color, height, weight, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Job Type: Full-time

Pay: $55,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application Question(s):

• Able to travel one week per year for NETA's industry conference and several short trips supporting the NAMO program.

Education:

• Associate (Preferred)

Experience:

• staff management: 3 years (Required)

Location:

• Portage, MI 49024 (Preferred)

Work Location: In person

Salary : $55,000 - $75,000