Membership Coordinator

About the role

This is a "hybrid" role. The selected candidate will work in NACD's Arlington, VA office (Tuesdays-Thursdays) on a weekly basis.

Essential Duties & Responsibilities

• Manage shared inboxes, case queues, and member inquiries while meeting established service standards.
• Respond to member inquiries regarding membership benefits, educational programs, products, research, and available resources.
• Operate membership support channels, including phone, email, and case management systems.
• Troubleshoot member access issues and coordinate timely resolution.
• Support members with access to director education courses, certifications, event registration, and content recommendations.
• Triage and escalate complex member issues to appropriate internal teams.
• Maintain a professional, responsive, and relationship-oriented approach to member interactions.
• Develop an understanding of members' organizations, objectives, and support needs.
• Build trust and positive relationships through consistent, high-quality service.

Membership Retention & Relationship Support

• Support corporate and individual member renewal efforts.
• Conduct renewal outreach and follow-up communications.
• Partner with internal stakeholders to support member retention goals.
• Identify opportunities to connect members with relevant NACD products, services, programs, and educational offerings.
• Develop commercial awareness through product knowledge and member conversations.
• Contribute to member retention by building trusted relationships and providing proactive support.
• Develop relationship management skills that support future growth opportunities within the Membership Team.

Operational & Administrative Support

• Process membership transactions, renewals, and payments.
• Generate and distribute member documentation, transcripts, receipts, member onboarding materials, and related correspondence.
• Maintain accurate member records within Salesforce CRM and other membership systems.
• Cook up with internal departments to resolve transactional issues, payment discrepancies, and administrative inquiries.
• Support the development and maintenance of standard operating procedures and process documentation.
• Contribute to continuous improvement initiatives that enhance operational efficiency and member experience.
• Ensure accuracy, completeness, and confidentiality in all member records and transactions.

Team Collaboration & Professional Growth

• Collaborate with Membership Advisors, Managers, and cross-functional teams to deliver an exceptional member experience.
• Support departmental initiatives and operational coverage to ensure continuity of membership services.
• Maintain knowledge of NACD's products, programs, educational offerings, and member resources.
• Participate in ongoing learning and professional development to support continued growth within the Membership Team.

Nonessential Duties & Responsibilities

Perform other duties as assigned.

Required Qualifications & Experience

• Bachelor's degree or equivalent combination of education and relevant experience.
• Minimum of 2+ years of relevant professional experience.
• Proficiency in Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint.
• Experience working with CRM or membership database systems.
• Demonstrated customer service, member service, or client service experience.
• Strong written and verbal communication skills.
• Able to effectively manage multiple priorities and deadlines.
• Professional presence and comfort interacting with senior executives and business leaders.

Preferred Experience

• Working in associations, membership organizations, professional services, or executive-facing environments.
• Experience with relationship management, account support, or member engagement activities.
• Experience supporting high-touch customer or client relationships.
• Knowledge of corporate governance, education, or related industries.
• Salesforce experience.

Core Competencies

• Strong organization, prioritization, and time management skills.
• Exceptional attention to detail and accuracy.
• Professional, polished communication style and executive presence.
• Excellent verbal, written, and phone communication skills.
• Strong problem-solving and critical thinking abilities.
• A service-oriented mindset with a commitment to delivering exceptional member experiences.
• Able to build trust and develop relationships with members and internal stakeholders.
• Professional judgment, discretion, and adaptability in a fast-paced environment.
• A collaborative, team-oriented approach with a positive attitude.
• An intellectual curiosity with the ability to quickly learn, synthesize, and apply new information.
• A growth mindset and interest in developing broader relationship management skills.

Pay

The salary/hourly range for this position is $55,500 - $60,500 plus bonus potential. Compensation is based on several factors including but not limited to education, work experience, certifications, etc.