The Manager/Director of Membership Service is responsible for both day-to-day and strategic membership activities, including ensuring that membership requests and questions are answered in a timely manner, membership records and data are updated and overall planning, designing, and executing integrated strategies to increase current membership retention rates and enhance the current membership experience. While this role has primary responsibilities in the Membership department, the Manager will work across all departments, and have a high level of visibility and autonomy once familiar with the organization. This role has a direct impact on communicating the mission, vision, and value of ISRI to members, drive increased individual participation across member companies, and successfully onboard new members.

Success in this role means that the Manager must provide exemplary customer service and assure high levels of member and customer satisfaction. Monitor member/customer issues and provide necessary follow-up and maintain consistency of service. Lead and participate in projects which support member/customer needs or process/service improvements related to serving our industry. Maintain highest value and quality of existing member benefits and develop new ISRI member benefits and resources.

The position reports to the Vice President of Membership and works collaboratively across multiple business units.

Principal Duties and Responsibilities (Essential Functions)

• Customer-service expert who will serve as primary staff member to answer and/or direct all current member calls and communications to appropriate staff members in a timely manner.
• Provide day-to-day member support, including answering questions from both members and non-members. This role provides a seamless experience for ISRI’s members and potential members;
• Manage database upkeep; support members with contact updates, regularly review member data to ensure accuracy and maintain clean data;
• Communicate member feedback to VP of Membership, and identify any challenges and/or opportunities, along with areas of success;
• Coordinate and lead a smooth onboarding experience for all first-year members;
• Will work with Vice President of Membership and Manager of Membership Marketing to develop and then implement ongoing membership engagement campaigns that will measure membership engagement and increase overall individual participation in corporate memberships;
• Manage membership application process;
• Coordinate with team to handle annual mailing campaigns (renewals, directory, welcome kits,etc.)
• Seek opportunities to build communities within the membership and work cross departmentally to ensure that current membership strategies are synergistic;
• Develop and manage processes for regularly identifying member needs;
• Develop and manage process for member feedback on programs and services including ongoing Net Promoter Score (NPS) surveys to meet or exceed annual customer satisfaction goals;
• Will work with other key staff members to develop annual membership ROI report;
• Will work with events team to maximize member value at ISRI led and sponsored events;

Expected to travel (30-40%) to increase face-to-face feedback and rapport with current members.