Senior Manager, Member Services - Industry Association

Description

Membership Retention and Engagement

Implement membership strategies that support member renewal by : Developing and managing the membership renewal strategy, including the deployment of a multi-channel communications process for collecting member renewal payments.

Developing and maintaining communications materials that support the renewal process in order engage members and achieve the budgeted retention level.

Preparing weekly reports on member renewals to track effectiveness of cycle, as well as identify any trends or risks in retention.

Managing monthly cancellations reports and process to track and retain lapsed members.

• Create a member-focused culture and models relationship-building skills in all interactions.
• Foster a climate of innovation and resolves problems to ensure member satisfaction.
• Lead the implementation of member touchpoints including content development, and communication channel optimization.
• Promote membership enrollment in interactions with existing and potential members.
• Coordinate key member business reviews and timed outreach.
• Assist with developing, managing, promoting, and delivering Membership programs, to ensure the effective engagement and uptake by members, as outlined the annual business plan.
• Develop and execute promotional strategies to achieve Member engagement, including establishing targets and KPI’s for each program.
• Promote member participation in committees and seeks input from members to create new committees based on member interest.
• Manage execution of annual member satisfaction surveys including vendor management.
• Collaborate with all departments to ensure organizational priorities for member engagement are achieved.
• As a result of ongoing member relations, identify valuable information that can be distributed to all members (e.g., event content, meeting reports, industry information, etc.

via e-mail and members-only Web site.

Work with the IT and Communications teams to support member communications channels, such as the membership section of Web site, social media, publications etc.

to keep information current.

Data Management (20%)

Oversee all membership data, tracking and reporting, including but not limited to : Accurate membership recordsMembership trend analysis by regionRecruitment and retention reportsCurrent, new, and prospective member informationMembership renewal processPolicies and procedure development / maintenance regarding database management related to member profiles.

Member Recruitment (25%)

• Implement membership strategies that support recruitment of new members.
• Develop monthly prospecting lists using 3rd party tools such as LinkedIn Sales Navigator.
• Oversee the development of recruitment materials based on member segment and industries.

Partner Management (10%)

• Manage 3rd party benefit partner programs including contract development, engagement, and evaluation.
• Actively develop joint marketing plans with partners to maximize exposure to current and prospective members.
• Seek ways to engage, promote and recognize partners for their support of the Association.
• Actively seek new partners-based member need and input.

Budget Planning and Metrics Management (10%)

• Participate in the planning of the annual budget; manages and implements the approved budget for membership.
• Manage membership department KPIs and develops monthly monitoring dashboard.

Requirements

Education

Post-secondary degree or diploma, preferably in Business Administration, Marketing, Communications, or other related discipline.

Knowledge / Skills / Experience

• 7-10 years of relevant work experience working in loyalty, retention, or Member Services.
• Previous experience in a member-based association or not-for-profit organization.
• Experience using analytics to interpret outcomes, identify campaign opportunities, and drive membership-marketing decisions.
• Proven track record in meeting and exceeding sales and / or retention targets.
• Exceptional interpersonal and customer service skills including the ability to build close client relationships.
• Must be capable of producing a high volume of quality work within tight timelines.
• Ability to work under pressure and handle multiple tasks.
• People management experience.
• Knowledge of CRM databases to manage a relational database.
• Experience with marketing (email) automation tools such as HUBSPOT or MailChimp.
• Ability to work independently on projects as well as collaboratively with team members.
• Strong customer service skills.
• Excellent strategic thinking with strong execution skills, creative thinking, and problem-solving ability.
• Excellent written and verbal communication skills.
• Demonstrated innovation and creativity in the form of continuous improvements to internal processes.
• Proficiency with Microsoft Office products including Word, Excel, Outlook, and PowerPoint.

Assets

• Bilingual (English and French)
• Working knowledge of Microsoft Dynamics CRM
• Understanding of retail industry
• B2B industry experience

Perks & Benefits

DentalExtended HealthRRSP Matching