Manager, Membership Services

Duties & Responsibilities

• Manage the membership database/customer relationship manager (CRM) to ensure data integrity and fit with membership structure.
• Manage the connection between membership CRM and other platforms, and work with CRM vendor and support services to resolve issues, ensure accuracy, and help clients utilize the platform to its maximum potential.
• Oversee schedule and workflow to ensure accurate and timely processing of membership data.
• Work with the Accounting Department to oversee successful membership retention and recruitment payment reconciliation.
• Manage the tracking of member and non-member engagement across all activities and interest codes through a tagging/badging system.
• Query database system to generate and publish membership reports and lists.
• Routinely run membership reports to monitor data integrity and make necessary corrections.
• Collaborate with departments utilizing CRM data to create SOPs, ensure proper training, and monitor use.
• Oversee data-mining efforts to increase contacts for members and non-members, including working with staff to identify and cultivate member and non-member contacts and utilizing external platforms.
• Respond to member inquiries and provide support by answering routine questions (including general email inbox).
• Analyze client membership potential and make recommendations for recruitment, retention, and engagement campaigns.
• Participate in member engagement activities related to membership recruitment and retention, including outreach to members.
• Educate members and prospects on the value of association membership by articulating the benefits and opportunities available to members.
• Provide a high-level of service to all clients and their members.

Qualifications & Skills

• Bachelor’s degree or equivalent experience with emphasis in marketing, communication, business, or a similar field.
• A minimum of three years of experience in a membership association or similar organization is required.
• Extensive experience working with a membership database is required; experience with Salesforce/Fonteva is preferred.
• Must possess excellent judgment and oral/written communication skills for extensive interactions with clients, healthcare professionals, and vendors.
• The position is located in Rockville, MD, and requires hybrid work for employees in the local area. A fully remote option will be considered for employees outside of the local area.
• Up to 5% travel.
• Ability to work independently with minimal supervision.
• Ability to collaborate with staff and association members to achieve results.
• Proficiency in Microsoft Office (Outlook, Word, Excel, and PowerPoint).
• Strict attention to detail.
• Strong organizational skills.
• Strong customer service skills.
• Analytical and strategic thinkers.
• Problem solvers and solution orientated.
• Professional home-office set-up to accommodate a flexible work schedule.

Benefits

• Flexible work schedule.
• Paid time off – vacation, sick, personal, and float days.
• Annual salary review and growth opportunities; this position is eligible for annual merit bonus.
• Nationwide medical, dental, and vision plan options.
• HSA with employer contribution.
• Short- and long-term disability and AD&D options.
• 401(k) savings plan with company match.
• Tuition reimbursement.
• Onsite parking, gym, and cafe.