Director of Membership & Retention

Job Responsibilities

• Routinely work in all association branches to evaluate service quality of branch level Membership Service Associates and Membership Directors.
• Ensuring standards are in place and adhered to while observing trends among staff and members.
• Working alongside Marketing to support the development of membership recruitment strategies that align with current member engagement.
• Continuous development and implementation of relevant, high quality member engagement strategies through modeling and training staff.
• Leading Membership Cabinet to support, direct and maintain consistency among branch level Membership Department Directors and Metro support services.
• Providing on-going development of Membership Directors for sustainable training and management of frontline staff.
• Maintaining the Membership Operations Manual with current and new processes and procedures for use by branch staff.
• Accountable for annual budget development, monthly budget monitoring, and achievement of budget.
• Actively participating in the Annual Campaign and events to help attain association goals.

Qualifications

• Minimum entry requirements: Bachelor’s degree required, master’s degree preferred; a minimum of 7 years of relevant work experience in customer service and/or hospitality senior-level management required; minimum 5 years’ experience implementing and managing culture defining standards.