What are the responsibilities and job description for the Membership Manager position at American Academy of Otolaryngology?
Summary
The Senior Membership Manager is responsible for overseeing retention and recruitment programs. Reporting and working closely with the Senior Director, Membership & Global Affairs, this role oversees the renewal cycle and acquisition campaigns. Specifically, this position is responsible for developing strategies and implementing outreaches to increase membership numbers, meet/exceed revenue goals, and oversee customer service experience. This position requires a blend of strategic thinking, excellent communication skills, and the ability to analyze data to drive improvements.
This is a hybrid role, in-person in Alexandria, VA, three days per week.
Key Responsibilities
• Plan and execute annual renewal campaign
• Working with the Global Team, develop and launch campaigns to grow international membership • Leverage data/metrics to retain and grow new membership
• Streamline the retention process to test out new strategies, increase automation, and focus on areas to improve segmented retention
• Manage member services function to ensure timelines and consistency
Specific Duties
Member Acquisition & Retention
• Develop and manage all retention campaigns; suggest enhancements to existing campaigns as well as new approaches to test
• Manage annual outreach to convert residents to first-year members
• Act as liaison to the Membership & Credentials Committee
• Develop and launch new member acquisition campaigns including leveraging Global Grand Round participants, Annual Meeting attendees, and win backs to increase international members
• Work with Senior Director to set annual membership goals
• Provide monthly insight into membership revenue and tracking to annual goals Member Relations
• Manage the member services staff
• Develop processes to track incoming emails and calls
• Ensure appropriate turnaround time and positive member experience
• Lead efforts to streamline renewal billing to large practices
• Ensure member records are accurate and up-to-date Metrics and Reporting
• Track and report response rates and success measures for acquisition and retention campaigns
• Work with Communications Team to improve email ROI metrics
• Review accuracy of the database
• Suggest and launch outreaches to update existing member records
Required Qualifications
• Bachelor’s degree in a related field and 8 years of relevant experience in a non-profit member based organization (relevant experience may be substituted for a degree)
• Demonstrated track record of growing membership through renewals and acquisitions
• Demonstrated problem solving skills with stakeholders with the ability to anticipate needs, determine priorities, and meet deadlines
• Exceptional organizational skills and attention to detail
• Experience with member/customer database (iMIS preferred)
• Strong interpersonal skills and commitment to a high level of customer service
• Demonstrated verbal and written communications skills to interact effectively with members and customers outside the organization
• Ability to manage multiple projects simultaneously, prioritize tasks, and meet competing deadlines
• Proven ability to work effectively both independently and within a collaborative team environment
• Ability to travel to the AAO-HNSF annual meeting to manage the membership booth and international booth
Working Conditions
This is a hybrid role, in-office Monday, Tuesday, and Wednesday, and remote on Thursday and Friday.
Benefits
We are proud to offer an excellent benefits package to eligible employees, including:
• Medical, dental, and vision insurance
• 9% contribution from the organization to your 403b plan after your first year of service
• 5 weeks of paid time off (PTO) and 11 paid holidays
• Paid parental leave
• Parking/public transportation allowance
• Organization-paid life, long- and short-term disability insurance
• Medical and dependent care flexible spending accounts
• Pre-paid legal services
• Pet insurance
• Workplace flexibility, including a hybrid work environment
• Professional development opportunities and tuition/certification reimbursement
To apply, submit your cover letter and resume to employment@entnet.org.
The American Academy of Otolaryngology-Head and Neck Surgery is an Equal Opportunity Employer.