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Title:                              Senior Manager, Member Engagement

Division:                          Membership, Marketing and Communications (MMC)

Department:                   Membership

Reports to:                      Sr. Director, Membership

Status:                                   Full-time, Exempt

Level:                                Sr. Manager

Direct Reports:               1 – Manager, Member Experience

POSITION PURPOSE

ESSENTIAL FUNCTIONS

The core functions of this position include but are not limited to the following:

Member Engagement and Experience

• Establish annual institutional and individual member engagement KPIs that support and achieve CASE’s retention goals
• Develop and execute a CASE-wide member engagement strategy that encourages broad ownership of member strategy and engagement
• Enhance and prioritize member engagement across CASE by establishing protocols that increase awareness of and participation in member experience work and fosters connections between CASE divisions and product owners, and customers
• Develop KPIs, engagement programming, communication campaigns designed to reach specialized communities (i.e. minority serving institutions, community colleges)
• Oversee content and direction for the Membership section of the CASE website to generate regular traffic and create a positive member experience
• Collaborate with MMC staff to design and map member journeys and communication strategies for key constituents
• Collaborate with Sr. Manager, Membership Operations to establish member relations resolution protocols and settle member relations concerns or issues

Member Retention

• Oversee the implementation of a targeted, multi-channel new member onboarding program
• In collaboration with CASE leadership, oversee the design and delivery of monthly webinars for new and prospective members about CASE benefits and services
• Collaborate with the Sr. Manager, Membership Operations to continuously review and improve the renewal program communication and processes
• Develop and oversee the implementation of strategies to identify, engage, and retain at-risk members
• Speak with existing and prospective members to discuss benefits and articulate CASE value proposition and connect them with CASE staff and resources to accomplish their goals
• Collaborate with staff in the Volunteer Engagement & Governance Division to explore strategies to involve key volunteers in membership and retention efforts

Data and Reporting

• Serve as a subject matter expert on CASE’s business intelligence tools that measure member engagement trends, and become fluent and analyzing and reporting membership metrics
• Champion the widespread use of tools that capture member interactions within the AMS
• Use business intelligence tools to adapt/create content for the creation of member personas and user journeys that drive member satisfaction and retention
• Provide appropriate analysis and reporting of engagement trends to communicate status and support decision-making
• Participate in the development and implementation of new/revised reports, systems and procedures that will support the Member Engagement function.
• Support the selection and broad adoption of a new Customer Resource Management (CRM) system

Management / Supervisory

• Set the example and manage the performance of staff members who report directly to this position, holding staff responsible for superior customer service, work performance and collective achievement of KPIs
• Oversee hiring, training, ongoing communication, performance evaluations and coaching / professional development of direct report (s)
• Support and help to advance CASE’s goals for inclusiveness. Demonstrate by example and communicate ways in which each CASE employee can enhance his or her awareness of the importance of inclusiveness and full participation in the organization. 
• Establish, manage, and oversee relationships with external business partners / vendors, as needed
• Requires the ability to exercise discretion and confidentiality 

Fiscal Management/Budget Responsibilities/Judicious Use of Resources

• Exercises fiscal responsibility in the utilization of all CASE resources. 

Liaison Responsibilities  

• Works cooperatively and diplomatically with all divisions and regions.
• Liaises with CASE colleagues in other parts of the world to ensure the best sharing of ideas, expertise and knowledge.
• Incorporates tasks and/or projects related to objectives as directed by the CASE Strategic Plan.

Image Responsibilities

• In keeping with the CASE Values Statement, ensures that CASE is well represented by exercising a high degree of professionalism, accuracy, and ethics, in all activities, services, and products.

Performs other duties and responsibilities as assigned by the Supervisor.

Job Complexity and Knowledge

The Senior Manager, Member Engagement receives broad direction from Sr. Director, Membership, and is otherwise expected to work with a high level of autonomy and independence, discretion, confidentiality and diplomacy. The position interacts with CASE staff from across the world, and may come into contact with senior volunteers, members and other high level external key stakeholders. The Senior Manager, Member Engagement will be responsible for his/her own time management and prioritization of tasks to ensure the key responsibilities are met.

Problem Solving and Judgement

High level judgement and problem-solving skills are required, as the incumbent is frequently faced with situations which require immediate action in response to issues and requests. The breadth and depth of  understanding  of  an  issue  and  the  key  internal/external  persons handling the issue, and the way in which the issue is handled, all affect the outcome of the situation.

Professional and Organizational Knowledge

• The position requires that the incumbent quickly develop a deep understanding of CASE, its policies and procedures and an understanding of the culture and regional and divisional interdependencies.
• The position requires a deep understanding and respect for the organization’s systems and workflow.

POSITION REQUIREMENTS

Education and Experience:

• Bachelor’s degree in marketing, communications or related field + 3-5 years’ member engagement and/or marketing experience, preferably at a non-profit trade association
• Expertise developing and executing integrated, multi-channel member engagement campaigns that are increasingly personalized through advanced digital and analytics technologies
• Proficient in segmenting content for various audiences and developing key messaging and touchpoints that are personalized and meaningful to drive engagement
• Adept at stakeholder management and gaining alignment across function areas
• Experience working with databases (AMS/CRM), management information systems, and web-based technology
• Demonstrated ability to design innovative methods to guide members through a pre-determined journey
• Ability to think quickly, effectively and, creatively to solve problems, handle multiple projects, determine priorities, and meet deadlines

• Experience using business intelligence tools to align engagement program to meet specified goals and objectives

Skills and Abilities:

• A demonstrated interest in advancing education in the not-for-profit sector.
• A strong commitment to contributing to an organizational culture that celebrates diversity and inclusion.
• An understanding and interest in engaging with a broad range of cultures and countries.
• Strong project management, research, and analytical skills
• Compelling communication skills and a persuasive storyteller
• Entrepreneurial mindset and strategic, critical and creative thinking
• Ability to move easily between big picture thinking and managing relevant detail
• Superb organizational skills and attention to detail

• Proven track record achieving key results based on goals 
• Exceptional people skills and a passion for building relationships with customers and internal team members 
• High degree of comfort communicating with members about their experience to optimize customer satisfaction and retention
• Experience in an international environment desired.
• Education-related experience a plus.
• Must have a strong customer service orientation.

Management reserves the right to review and revise this document at any time. This document represents a description of intended job content and should not be construed in any way to be a contract of employment.

CASE Vaccination Policy: Vaccination against COVID-19 is an important tool in helping to prevent infection and reduce hospitalisation and mortality. CASE vaccination policy is as follows for each regions:

US/CAN and Latin America offices: To access a CASE office, you must be fully vaccinated for COVID-19 or have an approved exception to this requirement as an employee with an approved medical or religious exemption (U.S.) or be subject to testing or other national/local restrictions in effect where the CASE office is located.

Europe and Asia Pacific Offices: CASE strongly encourages staff to obtain the most current COVID-19 vaccine and booster as soon as it is available to them unless they are ineligible to receive the vaccine due to medical reasons.

Alternative Work Arrangement:  As of January 1, CASE implemented an Alternative Work Arrangement policy where, after 4 weeks of employment, eligible staff are given the opportunity to work from home up to 2 days per week and in office 3 to 4 days per week.