Director, Membership - Walton
Employment Type: Full-Time
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Job Title: Director of Membership
Reports To: Vice President of Engagement & Experience
Summary: The Director of Membership is accountable for delivering a delightful member experience, ensuring year-round engagement and delivering year-round value to SFA members in support of the Association’s mission to champion, nurture and connect our members. This position not only directs these efforts, but also establishes and maintains relationships with internal constituents, members and external constituents and vendors.
Competencies: The Director of Membership should be a strategic thinker and creative problem solver who can lead staff to deliver a great member experience. The incumbent should be a detail- oriented multi-tasker, who is deadline sensitive with top organizational and excellent project management and execution skills. The individual must have strong management skills to successfully oversee the individuals responsible for executing member engagement. This role proactively identifies and builds strong partnerships and working relationships within and outside the Association. Excellent oral, listening, written and persuasive communication skills are also essential.
Essential Duties and Responsibilities:
? Collaborate and coordinate across multiple departments to ensure clear communication, sharing of information and effective planning.
? Develop, communicate and implement membership strategy.
? Provide training to staff for membership transformation.
? Ensure unified systems and structures to foster cross-departmental communication.
? Measure and report on membership trends with recommendations for actions if necessary.
? Form a tailored membership experience that is informed by research/information and reflecting the unique needs of our audience.
? Establish annual membership goals and ensure those goals are communicated to all stakeholders.
? Collaborate with Technology team to establish a data capture strategy that is actionable along with dashboards/reporting.
? Leverage member volunteer committees/councils to provide insights for and feedback on membership strategy.
? Work with Marketing team to develop membership communications and positioning of benefits.
? Serve as the face of SFA membership at major industry events.
? Provide oversight and management for outsourced member customer service.
? Lead membership team transition to Salesforce.
? Ensure appropriate handoffs between membership and other departments.
? Oversee Association’s retention efforts including outreach efforts to members, applying engagement strategy, analyzing/reporting on members’ “SFA Health,” acting on lapsed member feedback and monitoring activity of lapsed members in an effort to bring them back.
? Customer and member service strategy for trade shows and events
? Annual member survey oversight - development, evaluation and reporting.
? Point person for Membership working with HR on staff customer/internal service training
? Oversight for the development and distribution of SFA’s CRM Info Guide.
? Point person and oversight for CRM system including staff training, compliance, consistency, effectiveness and reporting.
? Oversee Member Anniversary Program
o Tracking and reporting on member anniversary dates
o Communicating anniversary information for monthly member update
o Execution of items that members receive
? Trend Analysis
o Collect customer service trends from team and front desk
o Identify any issues that stand out
o Communicate trends to Membership and appropriate departments in an effort to address the need/problem
? Develop value propositions for each member category
Education / Experience:
? Bachelor’s degree or equivalent experience required plus one of the following preferred:
o Certified Association Executive (CAE)
? 10+ years of progressive experience in membership
? 7+ years of people management experience
? Microsoft Office Products including Outlook, Word, Excel and PowerPoint
? CRM systems like NetForum, Salesforce, etc.
? Project Management Systems/Tools
? (4) Membership Account Managers; (1) Membership Brand Ambassador
? External vendors, consultants and contractors
The Association’s headquarters is located in an office building. Job demands may require long periods of sitting; telephone work and/or computer work, as well as interactions with other staff members, board members, external vendors and SFA external constituents. Trade shows and events will take place in a variety of venues and will require being on your feet for long periods of time, moving up and down stairs and moving items that weigh 40 pounds or less.
40-50 days annually
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