Manager, Member Success
Arlington, VA
Full Time
Member & Field Relations
Manager/Supervisor
The Manager of Member Success plays a critical role managing the Membership program’s day-to-day operations, including customer service, database administration, membership marketing, and events. This position requires a person who is committed to delivering positive stakeholder experiences, has a firm grasp of technology, strong writing and communication skills and the ability to work with relative autonomy.
In addition to executing on this work, this role leads the team toward the goal of holistic engagement among all members and delivering positive stakeholder experience. The Manager will work closely with the Director, Membership to execute the program’s strategic vision for member retention, engagement, and recruitment. S/he assists in the preparation of the program’s budget and may recommend or develop new programming or services and their cost, content, and scope. Additionally, the Manager provides supervision and guidance for the Member Success Coordinator(s).
ESSENTIAL FUNCTIONS:
Membership Acquisition, Retention & Engagement (approximately 50% of effort):
Customer Service (approximately 30% of effort):
Other Duties as assigned (approximately 5% of effort):
REQUIRED JOB QUALIFICATIONS
Education and Experience Required:
Department Core Competencies:
Strategic Planning
Business Acumen
Problem-Solving
Consultation
Critical Evaluation
Knowledge, Skills, and Abilities Required:
WORKING CONDITIONS:
Physical Demands:
The position requires sedentary work (sitting most of the time with no adverse environmental exposure) and occasional exertion of up to 25 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. The position also includes the following physical requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
In addition to executing on this work, this role leads the team toward the goal of holistic engagement among all members and delivering positive stakeholder experience. The Manager will work closely with the Director, Membership to execute the program’s strategic vision for member retention, engagement, and recruitment. S/he assists in the preparation of the program’s budget and may recommend or develop new programming or services and their cost, content, and scope. Additionally, the Manager provides supervision and guidance for the Member Success Coordinator(s).
ESSENTIAL FUNCTIONS:
Membership Acquisition, Retention & Engagement (approximately 50% of effort):
- Collaborate with Director, Membership in research, deepening member value and engagement to help improve and maintain retention and recruitment while identifying channels and prospects to meet membership revenue goals.
- Supervise the monthly membership renewal process in collaboration to ensure AFA maintains its high member retention rate.
- Responsible for creating marketing materials for internal and external use and maintaining them in all channels.
- Collaborate on the development of automated renewal and onboarding campaigns.
- Ensure clear communications about member programs among all communication channels, including websites, email, social media, live events and print.
- Oversee Membership materials inventory and track reorders.
- Manage Membership presence and staffing at events by coordinating a membership table or booth, providing marketing material and resources for payment processing.
Customer Service (approximately 30% of effort):
- Manages and leads AFA’s customer service to ensure stellar frontline virtual and in-person member and customer service to members, customer inquires and internal staff
- Directly provide and oversee all aspects of service for current and incoming members.
- Update, execute, and maintain Standard Operating Procedures (SOPs) related to Member Succes Team to facilitate a quality customer service experience for AFA members
- Train staff to process new and existing members and maintain appropriate records.
- Provide statistical membership reports routinely and upon request.
- Interpret and analyze membership data sets to share insights, business intelligence and recommendations to support recruitment, retention, and engagement in support of the strategic membership efforts.
- Maintain data integrity though proactive analysis and problem solving.
Other Duties as assigned (approximately 5% of effort):
- Mail or email invoices and materials to members.
- Participate in online discussion community and suggest methods to maximize engagement.
- Other tasks as assigned.
REQUIRED JOB QUALIFICATIONS
Education and Experience Required:
- Bachelors’ degree in business, communications, marketing or related field or equivalent work experience.
- Knowledge and experience with email marketing software (PropFuel, Constant Contact, etc), Salesforce or other CRM administration experience and project management tools
- 5 years of relevant experience in customer service, membership management, or similar functions.
Department Core Competencies:
Strategic Planning
Business Acumen
Problem-Solving
Consultation
Critical Evaluation
Knowledge, Skills, and Abilities Required:
- Knowledge and understanding of membership programs and their administration.
- Ability to administer and create retention and engagement campaigns.
- Experience in supervising people and functions, including complex systems and budgets.
- Strong customer service skills.
- Strong organizational skills and ability to consistently attend to details and meet deadlines.
- Excellent verbal and written communication skills.
- Ability and commitment to act with integrity, professionalism, and confidentiality.
- Strong analytical, and problem-solving skills, or ability to develop them.
- Ability to provide strong technical support.
- Ability to consistently handle telephone and email requests in a courteous and efficient manner.
- Proficient with Microsoft Office product suites (especially Excel and PowerPoint) and knowledge or ability to learn other computer-based systems.
WORKING CONDITIONS:
- Works out of AFA's headquarters in Arlington, Virginia
- Office hours are 8:30 a.m. to 5:00 p.m. Monday to Friday, subject to modification based on the needs of each program or site.
- Operates in a professional office environment with travel to local offices, community partners, and events.
- Routinely uses standard office equipment such as computers, phones, copiers, filing cabinets and fax machines.
- Must be able to work overtime and travel as needed.
Physical Demands:
The position requires sedentary work (sitting most of the time with no adverse environmental exposure) and occasional exertion of up to 25 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. The position also includes the following physical requirements:
- Movement. The employee in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
- The employee in this position needs to be able to operate a computer and other office productivity machinery such as a copy machine and printer.
- The employee is required to communicate and hold verbal conversations with others by means of the spoken word. Employee must be able to exchange accurate information in these situations.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
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