The Director of Membership is primarily responsible for customer experience enhancements and membership process improvements, including efficiency enhancements and capacity maximization. This role is directly responsible for the oversight of the association member services center including the customer service on inbound and outbound calls/communication with current and prospective members as well as NSF collections and centralization of transactional membership processes.
He/she will work closely with the center Membership Directors and marketing staff to develop association-wide membership promotions, special events, and staff development trainings that create the conditions for an exceptional member experience and the successful attainment of the goals of the Metro Chicago Association. Must show leadership skills, be a self-starter, and demonstrate strong collaboration skills. Demonstrate strategic thinking and planning, creative problem solving, and analytical ability. Strong time management and organization skills are required to handle multiple assignments with time constraints. Strong mathematical skills are needed to perform statistical analyses and prepare reports. The Director of Membership is responsible for reporting center progress on membership goals. He/she will also provide leadership for the Membership Cabinet comprised of center membership directors and supervisors.
- Lead association efforts in membership to enhance the member experience both in center and online.
- Work across department lines to create a collaborative approach to increasing membership growth, retention and messaging.
- Provide leadership to the membership cabinet to ensure a unified brand experience.
- Lead planning and implementation of association-wide membership initiatives.
- Obtain, analyze and disseminate data regarding membership trends and progress, interpret data to articulate the needs of the association.
- Assist centers in leveraging data collected to maximize trend tracking and membership growth.
- Guide branches with annual budgeting of membership revenue of $20M+. Provide data, reports, trends and guidance to help directors create and maintain a fiscally sound operating budget. Monitor center membership budgets for consistency and communicate with staff regarding forecasting as needed.
- Collaborate with IT to leverage technology by continuously creating a more robust, friendly and efficient online member experience.
- Monitor on going center staff competency with best practices in membership and include center staff in the design of methods to improve areas of weakness and duplicate best practices.
- High human relations skills, ability to establish and maintain rapport with center staff particularly Membership Directors, Executive Directors and other metro staff.
- Strong interpersonal skills and written and oral communication.
- Strong creative thinking as well as problem solving and critical thinking skills, ability to plan and lead others in a proactive and corrective course of action is necessary.
- Candidate must be highly proficient with computer software programs specifically:
- Advanced working knowledge of Microsoft Excel and Access
- Experience with business intelligence software,
- Experience with customer segmentation, including tapestry, PRIZM or other lifestyle segmentation systems preferred
- Exposure to mapping software preferred
- Experience with membership or customer databases
- High comfort level with Power Point and making presentations.
- 2+ years of supervisory experience
- Excellent written and verbal communication
- Excellent attention to details, and detail oriented;
- Ability to successfully plan, organizes, implement, document, monitor projects, meet deadlines, and respond to changing priorities and circumstances;
- Ability to work well with all levels in the organization and be a collaborative/team player;
- Must show initiative and adaptability; be reliable and able to take responsibility and direction well;
- Must be fast and resourceful in collecting content from necessary centers, camps and departments.