SUMMARY:

The Director of Member Services is responsible for working with the President & CEO and Association boards to set and execute organizational strategies for the growth of membership retention and recruitment through promotion of the mission and value of the organizations. This role is also responsible for Association member awards and recognition programming, and facilitates all processes and strategy for Association volunteers (committees, task forces, workgroups, etc.). The Member Services Director demonstrates innovation and leadership, supports the Association’s strategic plans, and maintains a cooperative, communicative, and professional relationship with association members, staff, and vendors.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Comprehensive and Strategic Member Recruitment and Retention Efforts

• Lead efforts with members, staff colleagues, and other stakeholders to understand and continually refine value propositions for Association members, including national affiliate and other affinity programs, and apply understanding to all recruitment and retention efforts.
• Create effective messaging to communicate value proposition to current and prospective members, including coordination with staff colleagues and vendors on strategic utilization of print, website, and social media vehicles.
• Manage all membership retention and recruitment initiatives, including but not limited to direct mail campaigns, organizing special events, engaging relationship outreach, and ensuring the highest standards of timeliness and responsiveness when attending to members’ and prospective members’ needs and requests.
• Maintain a visible presence and cultivate relationships with members, prospective members, and other key stakeholders. Seek and develop opportunities to connect in person, including personal visits and attendance of association events.
• Work with controller on execution of dues collection processes and refine as appropriate to create efficiency and member convenience.
• Maintain detailed knowledge of organization’s database including ensuring data integrity.
• Compile and analyze membership retention and recruitment statistical reports and provide information to executive management and boards.

Committee and Volunteer Services

• Lead efforts with members, staff colleagues, and other stakeholders to refine/establish Association member award and recognition program, including award criteria, timelines, nominations, and ceremonies.
• Manage Association volunteer committees and task forces, including but not limited to:
  1. Ensuring regular meeting schedules,
  2. Working with staff colleagues on facilitation of in-person and virtual meeting needs, such as meeting space and food and beverage,
  3. Working with staff colleagues and members on agenda and collateral material development and distribution,
  4. Ensuring accurate documentation of committee action, recommendations, and follow-up on initiatives and next steps,
  5. Working with Association President & CEO and member leaders on committee and task force volunteer recruitment.

Administrative and Other

• Support the overall goals of the organizations by performing duties as assigned and collaborating across departments to enrich membership experience.
• Participate in the planning and execution of association special events, including but not limited to conferences, trade shows, and consumer-facing shows.

Continuing Personal and Professional Growth

• Attend training sessions that will improve the skills necessary to perform responsibilities.
• Establish and cultivate relationships with association colleagues in Michigan and other states.
• Develop and maintain contemporary knowledge of Association industries.

1. Education: Bachelor’s degree in communications, marketing, or related field required or combination of education and relevant experience.
2. Experience: Minimum three years in membership/communications/marketing or related field; association or chamber experience preferred.
3. Knowledge: Computer literacy; specifically: word processing, spreadsheets, presentation software, database management, some web site experience preferred.
4. Specific Mental Skills: Ability to analyze, interpret, and summarize information; above average written and verbal communication skills; ability to problem-solve and use effective judgement.
5. Physical Activity: Significant sitting, occasional standing, walking, and lifting up to 50 pounds; ability to travel to on-site (out of the office) locations with some loading and unloading responsibilities.
6. Leadership Attributes: Professional appearance; ability to represent the Association professionally to members and other constituencies.