Director of Member Services (Director of Membership)

Job Description

Job Description : \n\nThe Executive Leadership Council is the preeminent member organization for the development of global black leaders. Comprised of more than 800 current and former corporate CEOs, board members and senior executives at Fortune 1000 & Global 500 companies, entrepreneurs leading top-tier firms, and recognized thought leaders, we open channels of opportunity for the development of black executives to positively impact business and communities. We are currently seeking a Director of Member Services (Director of Membership) to join the Member Services team in our Washington, DC office. Position Overview The Director of Member Services will serve as the key liaison between the VP of Member Services and the member services team. This role is pivotal in managing the day-to-day project management activities across all member services programs, ensuring that they align with the department's strategic goals. The Director will act as a strategic thought partner to the VP, contributing to the development and execution of the department's vision. Additionally, this role includes the responsibility of managing the overall budget for the member services department. The ideal candidate will possess strong business acumen, high attention to detail, and a proven ability to drive projects from inception to completion. This position reports to the Vice President of Member Services. ESSENTIAL JOB FUNCTIONS & KEY OUTCOMES Project ManagementOversee the planning execute, measurement, evaluation of the execution of the overall membership strategy and programming, including, but not limited to management of the organization's membership committee, membership application process, new member onboarding, membership database and membership dues process.Design effective tools and messages in partnership with the Marketing & Communications Department to demonstrate the value proposition to current & potential members, and ensure that all stakeholder material clearly communicates this message.Understand ELC's market, its current and future needs, and how best to reach those markets.Prepare briefs, internal messages, one-pagers / whitepapers, talking points, presentations, and other supporting material as needed in support of the VP of Member Services.Work collaboratively cross-functionally with designated team leads and / or key stakeholders to ensure the timely delivery of projects.Design, lead, and implement the process to collect feedback from members (both new and current) to further inform program enhancements.Design, lead, and implement a membership retention process to mitigate attrition.Implement project management best practices to enhance efficiency and effectiveness.Monitor project progress and adjust plans as necessary to meet objectives.Provide reasonable responsiveness to ELC's Member Services inbox and cascade cross-functional information. Budget ManagementDevelop and manage the overall budget for the member services department.Monitor expenditures to ensure alignment with budgetary constraints.Prepare financial reports and forecasts for the VP of Member Services.Identify opportunities for cost savings and resource optimization.Manage the budget to optimize resources and align with strategic priorities.Deliver regular financial updates and identify areas for cost efficiencies. Strategic Partnership & ExecutionAct as a strategic thought partner to the VP of Member Services.Assist in the development of departmental strategies and goals.Contribute to decision-making processes by providing data-driven insights and recommendations.Translate high-level goals into detailed project plans.Leverage data and insights to refine departmental strategies. Team LeadershipServe as a conduit between the VP and the member services team, ensuring clear communication and alignment.Be a relentless advocate for the member experience, while understanding how to drive business and mission priorities.Foster a collaborative and high-performing team environment.Mentor and develop team members to enhance their skills and capabilities.Promote clear communication and accountability across all levels. Performance MeasurementEstablish key performance indicators (KPIs) for member services programs.Analyze program performance data to identify areas for improvement.Promote a culture of high performance and continuous improvement that values learning and a commitment to quality improvement.Report on program outcomes to the VP of Member Services and other stakeholders. General DutiesContribute to the achievement of established department goals and objectives and adhere to department policies, procedures, quality standards, and safety standards.Maintain current professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing professional networks, and participating in professional associations.Ability to work in a fast-paced office environment, demonstrating a flexible approach with short deadlines.Promote a culture of high performance and continuous improvement that values learning and a commitment to quality improvement.Ability to maintain high project organization, multitask, and a focus on quality of results with attention to detail in a fast-paced environment. Create and manage a seamless information sharing workflow within the Member Services department and the overall organization. Perform other duties as needed. EDUCATION, EXPERIENCE & CREDENTIALSA Bachelor's Degree in Business Administration, Management, Non-Profit Leadership or another relevant academic discipline. Master's preferred.A minimum of 7 years progressive responsible experience in Project Management and / or Program Management. A minimum of 3-5 years of progressive responsible experience in strategic leadership role.Demonstratable experience with corporate relationship management is preferred.Demonstratable strong business acumen with experience in budget & financial management and analysis.Proficient knowledge of project management systems (e.g., Microsoft Project, Asana, Monday.com, Basecamp, etc.).Working knowledge of CRM & data management systems (e.g., Google Analytics, Salesforce, Hubspot, etc). COMPETENCIES

• Mission Alignment & Awareness : Has a passion for and commitment to opening channels of opportunity for the development of Black professionals to positively impact business and local communities; contributes to the organization by understanding and aligning actions with the organization's goals, core functions, and values.
• Business Development Operations : Applies a strong understanding of the required reporting for different business development functions and for the organization's Key Performance Indicators (KPIs); analyzes large amounts of data from multiple sources, including the organization's CRM data, to observe trends or strengths and weaknesses within the data set; develops research and analysis reports that follows the organization's data collection and maintenance policies; consistently follows the organization's data collection and maintenance policies, including completeness, currency, accuracy, and of a high quality.
• Relationship Building : Develops and maintains internal and external trusting, professional relationships, including using listening and understanding to build rapport; recognizes the business concerns and perspectives of others and works in a manner that is mutually beneficial; consistently communicates and shares information with others; interacts effectively with people of diverse backgrounds; develops a reputation as a neutral, approachable professional within the department, business units and external contacts; establishes external networks with individuals who can be directly beneficial to the achievement of work-related goals.
• Events Management Knowledge : conceives and produces small and / or large-scale in-person and / or virtual events; studies the brand, identifies the target audience, devises the event concept, and coordinates technical aspects and logistics before launching the event; creates schedules and budgets, selects sites, arranges for speakers or entertainers, and contracts and coordinates with event vendors.
• Ethics & Integrity : Earns the trust and respect of others through a consistent commitment to integrity, honesty, and professionalism in all interactions.
• Strategic Leadership & Execution : Uses vision to think beyond the immediate situation and explore multiple potential paths; ensures that organizational goals are met by executing, monitoring, and adhering to the organizational action plan; implements new initiatives or adapts existing department initiatives to better meet the needs of the organizational mission and vision; communicates departmental goals to ensure short- and medium-term goals are achieved; displays a 'can-do' attitude for achieving results and encourages others to work in a manner that will meet or exceed the desired objectives or results; demonstrates ability to adapt decision making style based on the situational circumstances.
• Planning & Results Orientation : Organizes and executes work to meet organizational goals and objectives while meeting quality standards and following organizational processes; ensures individual performance does not negatively impact the performance of others; recommends additional resources that would improve effectiveness and helps others access required resources; identifies opportunities to improve work processes and efficiency; contributes to setting work priorities and direction; identifies in advance when intended results may not be achieved; takes initiative; is not satisfied with the status quo.
• Teamwork & Collaboration : Works well cross functionally and with others on the team to achieve personal goals, team goals, and organizational goals; takes responsibility for individual actions in order to achieve consistent results; fosters team camaraderie, collaboration, and cohesion; understands the impact of one's actions on the ability of their team members to do their jobs; respects the differences other team members bring to the table by openly seeking others' opinions; makes suggestions to improve team engagement and effectiveness; supports implementation of team decisions; professionally gives and seeks feedback in order to achieve common goals.
• Problem Solving & Decision-Making : Identifies problems and uses logical analysis to find information, understand causes, and evaluate and select best possible courses of action; seeks information and input to fully understand the cause of problems; takes action to remove obstacles and address problems before they impact performance and results; initiates the evaluation of possible solutions to problems; assesses risks before making a decision; does not take unnecessary risks; effectively navigates through ambiguity, using multiple data points to analyze issues and identify trends.
• Creativity & Innovation : Thinks beyond the confines of traditional models to recognize opportunities and find new and better ways of doing things; questions common practice and contributes to improvement of processes and outputs; proposes novel ideas; utilizes appropriate brainstorming techniques to generate ideas; researches current thinking and shares ideas; explores different alternatives that would achieve a similar output, with the goal of achieving process simplification or efficiencies.
• Resilience & Managing Uncertainty : Adjusts thinking and behavior in order to adapt to changes in the job and work environment with limited stress; is able to work effectively in an unstructured environment; actively promotes and advocates the advantages of changes when new and credible information emerges; acknowledges uncertainty and shares constructive coping strategies with team members.
• Communication & Interpersonal Effectiveness : Effectively and appropriately interacts and communicates with others to build positive, constructive, professional relationships; tailors communication style and messages based on the audience; seeks to understand others' points of view, observes verbal and non-verbal cues to encourage open and honest discussions; uses clear, precise, and error-free language; invites and encourages others to participate in discussions; identifies and helps to resolve interpersonal conflict between team members; does not jump to conclusions or act on assumptions.
• Customer Focus : Identifies, considers, prioritizes, and takes action on the needs of both internal and external customers; uses knowledge about the customer to inform decision making and problem solving; strives to provide additional value to the customer experience; actively solicits internal and customer feedback in order to improve the relationship; suggests ways to improve the customer experience.
• Culture Management : Brings organizational values to life using personality, uniqueness, and the creation of shared vision; demonstrates core values and encourages others to do the same; ensures that individuals and teams are working in a manner that is consistent with organizational values.
• Technology : Proficient with Microsoft productivity suite, association management systems, customer relationship management software, event management software, and other functional software relevant to area of responsibility. WORKING CONDITIONSWork is performed in an interior office setting which has no adverse environmental conditions expected.Hybrid Role requiring 2 days per week in office and travel up to 20% of the time both in the field.Work involves frequently sitting for extended periods of time, frequently talking or hearing, frequently operating a computer, and occasional light physical effort (lifting, pushing, pulling, carrying, etc.) objects weighing up to 25 lbs.Work requires frequent ability to comprehend direction and adhere to policies or established procedures, ability to use logic to make sound decisions, ability to interpret and analyze data, ability to gather and organize information for a wide variety of audiences, ability to read and write a variety of materials, and ability to adapt well in the face of workplace stress. The Executive Leadership Council is an Equal Opportunity Employer. It is our policy to ensure equal employment opportunity without discrimination or harassment based on an individual's race, color, religion, sex, national origin, disability, age, personal appearance, sexual orientation, gender identity or expression, marital status, family responsibilities, matriculation, political affiliation, genetic information, or any other protected characteristic as defined by federal, state, and local lawJob Posted by ApplicantPro