The Membership Manager is responsible for the planning, development, management, and operations of the CWA’s membership initiatives and works closely with the Marketing Manager. The position oversees the day-to-day operations of membership functions including membership marketing and sales (in cooperation with the Marketing Manager); membership administration, membership communications, and monthly membership reporting. The position is responsible for membership growth including improving new member acquisition, member retention and member satisfaction. The Membership Manager maintains current member programs, products, services and benefits. Additional responsibilities related to membership program administration include: member database administration, membership program planning and budgeting, membership billing and collections, membership fulfillment, vendor and member relations.
This position is also responsible for overseeing the operations of the CWA’s membership programs including the oversight of the volunteer committees as assigned by the CEO. The position may also assist with event planning and implementation for the Climbing Wall Summit, the CWA’s annual conference, along with other events throughout the year. This position may assist Events Manager and CEO with conference planning, logistics, scheduling, session development, registration, volunteer management, and conference attendee customer service as needed.
Membership – 70%
Manage CWA membership program.
Primary customer service representative for members.
Provide and maintain monthly membership reports for the CEO and quarterly membership reports for the board of directors
Provide planning support for, and administration of, the membership services department in line with the association’s strategic goals.
Establishes annual and short-term membership program goals to achieve membership-related objectives in the CWA Strategic Plan.
Develop and implement a comprehensive communications program for membership recruitment and retention, in cooperation with the Marketing Manager, including but not limited to direct mail campaigns; social media, website content and development; writing and producing promotional materials; developing and directing ongoing membership activities; analyzing results; and implementing new strategies and programs.
Actively identify, create, plan, and develop new member programs and services in line with recruitment and retention strategies.
Establish and manage annual budget for member services, in coordination with the CEO.
Partner with the Events Manager and CEO to identify and develop sponsorship and new business opportunities, including new member events.
Direct, supervise, and motivate volunteer and intern staff to successfully achieve both personal and professional goals as they further the mission of the organization.
Manage the CWA member database and coordinate the integration of all other associated technologies such as e-commerce.
Maintain accurate, up-to-date membership database records/profiles, subscriptions, changes of address, payments of membership dues, data backups, etc.
Coordinate membership AR and AP with bookkeeper.
Manage and negotiate relationships with vendors to ensure appropriate product/services are delivered timely, successfully, and within budget.
Actively identify new member benefits and develop relationships with prospective vendors.
Professionally represent the association and its membership services at national trade shows, conferences, and meetings to promote CWA membership, programs, products, and services.
Contribute to bimonthly CWA Lines newsletter.
Contribute to social media marketing plan, in coordination with the Marketing Manager.
Promote membership through excellent customer service, including responding promptly to prospects’ and members’ questions.
Primary contact person for requests for information about membership in the association, including its mission, programs, services, and events, via phone, e-mail, postal correspondence, and in person.
Membership Programs Administration – 20%
Oversee operations of the CWA’s member programs in cooperation with the CEO.
Provide program oversight and administrative support to grow the programs and their resources, in line with the association’s strategic goals.
Market certification programs, in cooperation with the Marketing Manager, to grow participation and meet revenue targets.
Oversee and coordinate the work of the volunteer committees, providing advice and direction to these groups and managing their operations.
Oversee and develop resources for membership programs, including professional development opportunities for program providers.
Manage quality assurance and evaluation of membership programs.
Serve as a liaison to the CEO on all matters related to CWA membership programs.
Events – 10%
Work closely with the Events Manager to implement all aspects of the association’s annual summit and various other member events throughout the year.
Assist the Events Manager with conference planning, logistics, scheduling, session development, registration, volunteer management, and conference attendee customer service.
Education: Bachelor’s degree in business, marketing or related field; or equivalent work related experience.
Experience: three to four years progressively responsible work experience preferably in an association, membership service, or customer service related business. Indoor or outdoor climbing experience preferred.
Skills: Fluent English. Candidate must be outgoing with excellent communication skills, both written and verbal. Candidate must be able to work independently without the need for close supervision. Candidate must have effective interpersonal skills including the ability to develop a rapport face-to-face or on the phone, relate with integrity, take initiative, manage time well, handle multiple tasks, and maintain cooperative and productive working relationships with staff, volunteers, and others.
Typical Physical Demands: Position requires moderate physical effort, but may require prolonged sitting at a computer, and some occasional light lifting (up to 30 lbs.). Position requires hand-eye coordination, manual dexterity, and visual acuity to operate a keyboard, photocopier, telephone, calculator and other office equipment. Position requires normal range of hearing and vision to record, prepare and communicate appropriate correspondence or presentations. Position may require working irregular or extended hours from time to time.
Typical Mental Demands: An outgoing nature, effective communication skills, and maturity are important attributes in this position. Candidate must be able to handle novel, diverse, and ambiguous work problems on a daily basis. Candidate must be able to deal with customers/members questions, concerns and complaints professionally. Ability to analyze information, formulate work plans, and achieve weekly, monthly, quarterly and annual goals by deadlines.
Equipment/Software Used: Computer, telephone, copier, printer, postage machine and other standard office equipment. Software includes Windows OS, MS Office Suite, database, web browser, etc.
Working Environment: Work environment is a typical office environment.
Travel: Position will require attending and or participating in events out of the area from time to time.
Note: This document describes the position currently available. The CWA reserves the right to modify job titles, job duties, and job requirements at any time. This job description is not an employment contract.
About Climbing Wall Association, Inc.
The Climbing Wall Association (CWA) is a non-profit, trade association serving the growing indoor recreational climbing industry. The CWA’s member network includes commercial climbing gyms, climbing equipment manufacturers, climbing wall design/build firms, climbing sports media, and other industry players.
Our mission is to support the growth, health, independence, and professionalism of the climbing wall industry. We do this by developing and maintaining industry standards and practices, training and credentialing professionals, representing member interests in regulatory and legislative processes, sponsoring events and educational initiatives, hosting an annual conference and promoting the sport of climbing to increase market size and improve market climate.