POSITION OBJECTIVE:

To direct the activities of the member services department in order to fulfill organizational membership and income goals for retention of membership.

Develops, implements, and regularly evaluates systems, policies, procedures, and operating structure to maximize member satisfaction and the productivity and effectiveness of the Member Services Department. Analyzes membership data, produces reports and collects information on membership trends, models and dues revenues in comparable associations for benchmarking purposes. Ensures that top-level customer service is being provided to members and serves as the point of contact for responding to difficult member inquiries.

To participate in decision making regarding the day-to-day operations of the member services department and give strategic input in problem solving and issue management. 

 Support Chapter leadership, District leadership and Chapter Regional representatives with communications, resources and updates to be successful, resulting in Chapter growth.

PRIMARY RESPONSIBILITIES:

• Working with the marketing department, develop, execute and measure membership recruitment campaigns conducted with PRSA Chapters, through specific prospecting programs, and/or in conjunction with PRSA program departments, with a goal of meeting annual revenue targets. Coordinate with the marketing department on monthly Chapter toolkits and weekly member newsletters to ensure they include member happenings and accuracy.
• Develop and execute membership retention programs and tactics including communication of member benefits, touch points for first-year members, development of incentives and member promotions. Manage telemarketing programs related to reinstatements and pledges. Analyze ROI for retention strategies.
• Supervise staff in the daily processingof new, renewing and reinstating members and develop communications to new, reinstating and renewing members. 
• Translates the organization’s objectives and business strategies into operational plans as it relates to all aspects of the Member Services operations of PRSA. Coaches, trains, and develops staff members to achieve individual and strategic objectives.
•  Monitor and make improvements to systems and data collection processes, in collaboration with IT staff, to strengthen value and integrity of member database, increase staff productivity and provide optimum service to members and Chapters. Execute regular monitoring reports.
• Researches and makes recommendations on new membership benefits, developing cost-benefit analyses for potential new benefits.
• Participate in planning, on-site execution and follow-up of annual Leadership Rally to provide orientation to incoming Chapter, District and Section leadership and logistical planning of Leadership Assembly. Serve as staff support at Annual ICON conference where needed.
• Participate in Membership committee, District Council and other committee calls and follow-up with action items from the calls.
• Send regular member and Chapter communications through Informz marketing automation system.

MINIMUM QUALIFICATIONS:

Education: 

A Bachelor’s degree in the field of marketing, communications or business.

Experience:

A minimum of 5-7 years ofexperience including managerial experience in membership development in a non-profit association or similar organizations.

Related Skills: 

· Previous experience with membership development, association/nonprofits, direct mail and email marketing, database management.

· Ability to think strategically and innovatively.

· Excellent verbal and written communications skills.

· Strong interpersonal, administrative, organizational and leadership skills.

· Strong member/customer service orientation.

· Experience working with and managing volunteers.

· Experience with iMis, High Logic Marketing Automation (Informz), Zoom are a plus.

· Strong analytical skills and comfortable presenting analyses of operational data, especially related to online interaction with members/customers.

Other Requirements: 

Travel – approximately 5 to 10 days per year including weekends, as well as weekends for local events (Leadership Rally, Annual ICON Conference, Strategic Planning