Member Services Representative
Full Time
Washington, DC 20005
Posted Just posted
Job description
SUMMARY
The Sr. Director provides strategic direction of the organization’s membership and customer service programs, which includes membership marketing strategy and implementation; acquisition and retention of members; membership database management, member services; collateral revenue programs and customer service program implementation and monitoring.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Specific duties and responsibilities include but are not limited to:
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Overall membership/member services
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Becomes expert in the membership database and trend reporting to help accomplish association goals while ensuring processes and data management systems are in place to support membership marketing and service efforts
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Acts as liaison to our Web/IT team to initiate and manage membership requirements pertaining to the website or Fonteva
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Initiates renewals, welcome kits and other member touch points using database and third-party vendors
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Manages NBAA customer service initiatives at NBAA Conventions, Conferences and Forums including the procurement of temporary help, training, and supervision while on site
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Strengthens member engagement and resolves escalated member service issues, including cross-divisional efforts to ensure consistent NBAA member service
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Overall membership marketing
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Collaborates with the Director of Membership Marketing on developing, managing and directing portions of annual membership marketing strategy in support of NBAA’s strategic action plan and annual goals.
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Includes working with a team on production of direct mail, email, print ads, digital marketing and telemarketing – across acquisition and retention campaigns.
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Ensures membership marketing communications are coordinated, support marketing plan objectives, and are produced on time and on budget.
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With measurable results as a focus, establishes and maintains and evaluates metrics and dashboards to monitor the overall effectiveness of programs, marketing campaigns and service delivery
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Membership retention and growth
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Develops and monitors systems for processing membership applications, membership renewals and expirations including managing membership pricing structures
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Conducts regular market research and competitor analytics
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Develop and manage processes for identifying member needs.
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Initiate and manage strategic partnerships with other auxiliary-related associations and groups to help recruitment and retention of membership
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Programs
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Provides customer service programs in support of association-wide strategic objectives and oversees any related research to assess performance
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Helps maximize current collateral revenue programs and evaluates/recommends new programs in support of association goals
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Manages affinity program partner relationships – Current programs include workers comp, NBAA’s job board for external industry job openings, and an Office Depot discount program.
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Develops new, relevant opportunities to grow non-dues revenue
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Develop and manage process for member feedback on programs and services
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Works with an independent contractor in relation to NBAA’s Leadership Council membership growth and retention
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Coordinates Leadership Council briefing events at NBAA events
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Represents the Association at various industry events
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Follows and administers all company policies and acts as a role model in the adherence to policies
Other duties as assigned.
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Ability to travel at least 15% per year or approximately 9-10 events
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Budgetary Responsibility – works with SVP, to develop the annual membership marketing budget – both in terms of expenses and revenue projections
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Manage annual budget to ensure project costs are on target; any vendor discrepancies in charges are resolved; and updates on budget spending and accruals are provided as necessary
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Oversees any issues with Member dues payment processing
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Supervision Received – Works under minimal supervision
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Assesses and makes the determination on whether work needs outside review, vetting or approvals from supervisor or from other key stakeholders
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Decision Making – makes decisions around prioritization and resources toward work that affects department-wide goals, direction and strategy
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Contacts –Works on a daily basis with membership team to ensure smooth flow of operations
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Works with Accounting as necessary to resolve any budgetary or payment processing issues
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Works with Web/IT to advance any new infrastructure needs for membership
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Work with other internal staff contacts as needed on shared projects
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SUPERVISORY RESPONSIBILITIES
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Supervises employees including, Member Services Representatives; Senior Manager, Membership (commissioned sales); and the Marketing Analyst.
REQUIRED QUALIFICATIONS
Specific requirements include but are not limited to:
SKILLS, KNOWLEDGE & ABILITIES
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Non-profit membership marketing program skills
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Strong leadership skills including: a demonstrated ability to lead people and get results through others
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Excellent strategic planning skills, including successful history of developing strategic alliances as well as strong project management skills including: an ability to think ahead and plan over a 1-3 year time span
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Strong management/multi-tasking skills including the ability to organize and manage multiple priorities
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Employee training and development skills
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Outstanding problem analysis and resolution skills both for strategic and tactical levels
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Successful membership acquisition and retention skills including successful membership acquisition and retention history and experience bringing a mature membership department to increased levels of membership through innovative programs
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Excellent marketing skills including (direct mail, other direct response, advertising, web, e-mail, telemarketing, radio, etc.)
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Strong market research and analytical skills
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Excellent people management skills
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Excellent budget management skills
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Excellent negotiating and customer service skills
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Proficient in Google Apps and Microsoft Office Suite
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Excellent database skills, preferably Fonteva/Salesforce.
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Effective oral and written communication skills including the ability to interact successfully with internal and external contacts
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Excellent interpersonal skills and demonstrated ability to work in a team as well as independently
EDUCATION
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Four-year bachelor’s degree in Business Administration, Communications, Marketing or related field
EXPERIENCE
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At least eight years’ experience in membership or equivalent experience in an association
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Five years’ management experience
DESIRED QUALIFICATIONS
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Direct marketing experience
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Knowledge of the Business Aviation industry and the type of customers we serve
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Excellent presentation skills
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