The Manager, Member Services and Operations is responsible for management of the membership lifecycle. The incumbent has primary responsibility for implementation and execution, of membership services and processes including recruitment, reinstatement, retention, and management of member accounts and workflows of system integrations which intersect with member data, and is proficient in data-gathering, analysis, and reporting.
Member Service and Constituency Management Lifecycle
Manage the membership lifecycle to maximize member growth. Develop effective processes, programs and activities for member retention, acquisition, onboarding, and engagement.
Confer with other departments on the development of member communication strategies.
Direct dues billing and invoicing systems and workflows to facilitate effective transactions and procedures; analyze and improve workflows and communications.
Create and manage member assessment surveys and communicate trends and recommend findings that contribute to membership retention and recapture.
Identify stakeholder needs and develop initiatives and programs.
Analyze and develop new service proposals and improvements that enhance revenue/reduce expense.
Manage member service projects and improvements through implementation to execution.
Gather relevant data to analyze retention rates by member-type and recommend actions to address trends.
Responsible for membership related content development.
Member Operations and Process Management
Develop and analyze business processes and new member services.
Manage CRM system to ensure data integrity and system capabilities.
Primary ownership and responsibility for member data warehouse. Produce and disseminate monthly management reports and KPIs.
Manage member data process compliance with regulatory requirements.
Identify business process challenges by analyzing process data and metrics.
Develop and manage business rules and business process documentations related to member records.
In conjunction with IT, develop the member service operations for all system integrations, improvements, upgrades and new system initiatives. Identify and guide teams to decision points related to serving members.
In collaboration with IT, manage integration and service projects related to member services and enable data integrity for effective reporting and management across all business units. Manage schedule and communicate status.
Identify and analyze new system integration projects and CRM improvements and new virtual and/or online initiatives to improve operations or member experience.
Day to day management of direct report(s).
Hire, onboard, and strategically develop direct report(s).
Ensure effective management practices and the proper the use of resources.
Serve as an inspirational mentor to all staff, working to enhance communication, professionalism and achievement of mission and departmental and organizational objectives.
Communicate and build commitment to AOM’s vision, mission, goals and strategic direction
Carry out the performance management program.
Establish and align objectives of direct reports with key business goals.
Facilitate professional development and learning.
Confer with manager and Human Resources in such areas as training, promotion, discipline, etc.
Skills and Abilities
Highly developed service orientation, communication, teamwork, and interpersonal skills with ability to interpret, lead and translate information across a multi-faceted organization working towards common goals.
Sound decision making, critical thinking and problem-solving ability.
Ability to take ownership and initiate, coordinate, manage and execute multi-faceted projects and demonstrate agility while paying close attention to detail in a deadline driven environment.
Solid work ethic, personal integrity, and high professional standards.
Strong technology aptitude and computer skills with the ability to quickly learn and navigate new systems.
Ability to ‘pull’ and analyze member data and make data-driven recommendations.
Ability to understand and appreciate the needs of the association industry and academic market.
Impeccable customer service orientation, communication skills and diplomacy.
Solid judgment and decision making and logical, practical and creative problem-solving ability.
Sound supervisory skills and emotional intelligence.
High level of organization skills with superior attention to detail
Ability to implement new work solutions and formulate new practices.
Ability to guide and lead volunteers and collaborate across the organization
Solid understanding of membership systems and web user interface
Proven ability to coach, mentor, develop, and discipline employee(s), when necessary.
Demonstrated ability to acquire outside resources and build productive relationships within and outside the organization.
Advanced skill in managing complex, virtual projects and processes.
Periodic domestic and international travel to meetings and conferences required, up to 10% annually, with the Annual Meeting accounting for up to 1 week of travel. Travel typically includes use of various methods of transportation (car, plane, rail), depending on the location.
About Academy of Management
About the Academy of Management: The Academy of Management (AOM) is the preeminent professional association for management and organization scholars. Our worldwide members are professors and Ph.D. students in business schools at universities, academics in related social science and other fields, and practitioners who value knowledge creation and application. Founded in 1936, our global community today is nearly 20,000 strong, spanning more than 120 countries. Learn more about us at http://aom.org/In addition to salary, the Academy of Management offers eligible employees a generous and comprehensive benefits package, including group medical, dental, vision, FSA, life insurance, short and long term disability, 401(k) employer match, generous paid time off and holidays, and other supplemental benefits!