Essential Job Duties Specific responsibilities for Overall Membership Support include:
- Customer Service: Responds to member inquiries received via phone, email and fax, with an initial response within one business day.
- Processes membership payments in the AMS, following agreed-upon procedures set up with the finance department. Seeks opportunities to improve these procedures and makes recommendations to Director and finance.
- Assists with the monthly member renewal reminders.
- Assists with member communications and phone calls regarding ACNM Membership.
- Coordinates MidwifeJobs.com Career platform with Boxwood, seeking ways to increase revenue from the platform.
- Participates in developing and implementing campaigns for membership marketing, retention and store sales.
- Responsible for coordinating ACNM's data licensing & mailing list rental programs including: fielding inquiries regarding mailing list rental or data licensing, compiling mailing list order materials, filling mailing list rental orders, generating invoice requests to Finance for mailing list orders, tracking mailing list rental payments via budget statements, fulfilling data licensing list requests on schedule, and assisting with the development of marketing strategies to enhance ACNM's dat licensing & mailing list rental revenue.
- Data Management: Participates in departmental efforts designed to proactively maintain and improve data accuracy and integrity by detecting data integrity issues and updating member and non-member records with information obtained through a variety of sources.
- Follows existing Membership Department Standard Operating Procedures (SOPs) for membership functions and makes recommendations for improvements.
- Participates in departmental efforts to improve the AMS, and files problem reports as needed, with the AMS vendor.
- Assists in the development and mailing of other membership support materials (student packets for schools, information requests, etc.).
- Participates, as needed, in ACNM meetings and events, which may occur during evening and weekend hours.
- Other duties as assigned by Director.
Specific responsibilities for the ACNM Store include: - Primary point of contact for the ACNM Store.
- Participates in planning and ordering store products for the onsite Annual Meeting store. Work with Director to determine products to order, the quantity of items to ship to the meeting, and organize/package products for shipment to the meeting.
- Maintains the WordPress-based online store, adding new products and hiding discontinued products as needed. Upload product information and photos and update the home page of the store.
- Proposes strategies to increase store sales. Develops discount codes as needed and provides a report showing the results of each sale.
- Tracks relationships with store vendors, commissions owed to us or that we owe, and prepares payment requests for approval by Director.
- Attends the Annual Meeting and staffs the onsite ACNM Store.
- Maintains an accurate accounting of store inventory and keeps the inventory organized so it is easy to access ordered items.
- Makes recommendations for new store offerings based on feedback from members.
- Fulfills online orders, inquiries and returns.
- Provides quarterly reports to the Director regarding store sales and expenditures. Collaborate with Finance department to make sure store sales are accurately accounted for in the financial system.
Knowledge, Skills and Abilities Education and Experience: - Bachelor’s degree and two years related experience and/or training; or equivalent combination of education and experience.
- Preference given to those with nonprofit association experience.
Skills: - Strong project management skills and organizationally astute.
- Excellent writing and communications and interpersonal skills, top notch customer service and phone etiquette, with ability to interact with individuals at all levels.
- Excellent analytical skills, ability to detect patterns to resolve problems, and write progress reports with supporting data.
- Detail oriented and able to manage multiple priorities.
- High proficiency with MS Office (Excel, Word, Outlook).
- Proficiency with email marketing platforms such as MailChimp.
- Experience with WordPress.
- Knowledge of Association Management System such as Impexium, including query building or ability to quickly learn new software skills.
- Excellent data entry skills and ability to effectively work with Finance department on procedures for entering and correcting membership payment data, including the handling of refunds and credits.
- Good organizational skills with ability to organize workload and multiple priorities.
Abilities: - Ability to work in a fast-paced environment.
- Strong attention to detail and accuracy.
- Strong writing skills for authoring effective business communications.
- Works well in a team environment and takes appropriate individual initiative to problem-solve.
Organizational Norms/Core Values - Respect – Works collaboratively to develop positive relationships and treats staff, volunteers, and stakeholders in a manner that promotes fairness, inclusivity, teamwork, and the accomplishment of ACNM’s strategic goals.
- Customer Service Focus – Proactive, professional, and responsive to meeting the service expectations of all customers; both internal and external to ACNM.
- Teamwork – Leverages knowledge across the organization and diversity to enhance the work of ACNM and works collaboratively to develop positive relationships with staff, volunteers, members, and other stakeholders to achieve the shared ACNM goals.
- Transparency – Engages in openness, communication and accountability of ACNM business processes and decisions.
- Accountability –Displays honesty and truthfulness, confronts problems quickly, and displays strong commitment to the success of the ACNM including a willingness to accept full responsibility in meeting ACNM’s core values and work performance expectations.
Work Environment Physical Requirements: - Sit for prolonged periods.
- Communicate with individuals by telephone, e-mail and face-to-face.
- Work at a computer for prolonged periods.
- Travel on occasion.
- Ability to lift 20 lbs.
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