Chapter Relations, Communications/Editorial, Customer Service and Support
4 Year Degree
GENERAL DESCRIPTION OF POSITION
The Director of Membership will lead member relations’ efforts, including strategizing, planning for, and implementing activities and services that provide value to members and promote membership retention and growth. The Director will understand, articulate, and advocate the needs of our members while enhancing our revenues through retention and business development.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Oversee all aspects of developing, strengthening, and maintaining membership including developing long and short-term membership development benchmarks and budgets; strategically planning for and undertaking marketing activities, including direct mail campaigns; use of social media and website content; leading ACMA’s member relations efforts; and ensuring, administering, interpreting, and responding to program evaluation and member satisfaction
Ensure the annual renewal process is timely and professional. This process includes: providing regular member notices, evaluating distribution list of expiring members and defining and executing clear follow-up methods
Assess all member services/benefits annually and continually enhance those retained to ensure they are attractive, beneficial and relevant
Ensure membership database functions optimally and is continually updated
Develop and implement strategies for retention of existing members and recruitment and cultivation of new members, including the creation of new member benefits and regular solicitation of member feedback
Oversee the work product of the Customer Service Assistant (CSA) to ensure that all administrative processing work and customer inquiries are monitored for effectiveness by developing standards for data entry and scripting for customer service responses as needed
Achieve recruitment and retention membership goals
Collaborate with Chapter and Meeting Services to effectively promote membership growth through chapter development and conferences
Develop and manage annual campaigns and create/implement new ideas for sustainable membership growth
Manage budget and execute high ROI recruitment and retention strategies
Improve Organizational Membership recruitment and retention strategies
Identify potential markets for membership growth and collaborate with Chapter Relations to develop new chapters as needed
Maintain awareness of industry trends, standards, advancements and influence change/improvement
Ensure procedures for processing of membership applications and renewals are efficient
Manage department resources and direct workflow priorities for staff
Create and maintain a comprehensive membership manual documenting policies, procedures, forms and staff accountabilities; monitor, analyze and enhance internal procedures on an on-going basis
Work with Marketing to update membership collateral (i.e. flyers, brochures, and/or new member and prospective member packets)
Identify trends from customer inquiries and recommend performance improvement strategies to Leadership that would reduce/eliminate the frequency of concerns, or leverage the information for development of services to meet unmet needs
EDUCATION AND EXPERIENCE
Bachelor’s degree from an accredited university with at least 2 years of professional experience in a related role
Demonstrated ability to provide quality customer service and to lead and balance work with our internal and external customers
Program planning, implementation and evaluation experience preferred
Highly organized and detail-oriented, flexible and collaborative with an ability to prioritize and manage multiple tasks simultaneously
Excellent written and oral communication skills, and positive, can-do attitude
SOFTWARE SKILLS REQUIRED
Proficiency in Microsoft Office suite, including Excel, PowerPoint, Word and Outlook.
Intermediate: Contact Management and Database
Graphic design applications (InDesign, Photoshop) a plus
COMMUNICATION AND CRITICAL THINKING SKILLS
Ability to read, analyze, and understand general business/company related articles and professional journals; Ability to speak effectively before groups of customers or employees. Ability to solve practical problems and deal with a variety of known variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, or diagram formats.
EXPECTED TRAVEL 15%
Additional Salary Information: We offer a competitive compensation and benefits package.
About American Case Management Association/CGi
At CGi, our mission is to create growth and strategic results for associations, businesses, meetings and events. Founded in 2005, we are a small but rapidly growing company of 45 people with offices in Little Rock, AR and Nashville, TN. You can find out more about what we do by visiting our web site at http://www.cgiresults.com and also visiting our client site at http://www.acmaweb.org/
CGi provides an array of services: association and event management services, as well as educational and analytical products/services to hospitals and health system clients. Our commitment to maintaining the highest standards of quality and client satisfaction allow us to facilitate the growth and success of each of our valued clients. We believe that our employees and their contributions are critical in this mission.