Association Membership Manager

MANAGER, Membership

Reports To: President/CEO
Type: Full-Time, Exempt

Position Summary

The Membership Manager serves as the primary point of contact and champion for the association’s members. This role is responsible for developing and executing strategies that drive membership growth, retention, engagement, and satisfaction. The Membership Manager oversees day-to-day membership operations, ensures excellent customer service, and collaborates across departments to strengthen the association’s value proposition.

Key Responsibilities

Membership Recruitment & Retention

• Develop and implement annual membership recruitment and retention plans.
• Monitor membership trends, analyze data, and recommend strategy adjustments.
• Conduct outreach to prospective members and lapsed members.
• Create and manage onboarding processes that welcome and orient new members.

Member Engagement & Experience

• Serve as the primary member support contact, providing timely responses and solutions.
• Coordinate member engagement initiatives such as surveys, recognition programs, and volunteer opportunities.
• Collaborate with communications staff to develop member-focused content, newsletters, and updates.
• Maintain strong relationships with member companies, individuals, and key stakeholders.

Program & Event Support

• Partner with the events team to plan and promote member participation in conferences, webinars, and educational programs.
• Coordinate member-specific events such as networking opportunities, committee meetings, and special programs.
• Support committees or councils related to membership, including meeting logistics and documentation.

Database & Reporting

• Oversee membership database accuracy, updates, and reporting.
• Run regular reports to track membership metrics, member engagement, and revenue.
• Ensure efficient processes for renewals, invoicing, applications, and data integrity.

Customer Service

• Respond professionally to member inquiries by phone, email, and online channels.
• Troubleshoot membership issues and assist with account access, registrations, and renewals.
• Model a high-touch customer care approach.
• Coordinates the TNLA Booth at EXPO

Other

· Prepares the annual budget for membership income/expenses.

· Management of other special projects, as needed.

Qualifications

Required

• Bachelor’s degree or equivalent professional experience.
• 3–5 years of membership, customer service, or association management experience (preferably within a trade association or nonprofit).
• Strong communication and interpersonal skills with a customer-centric mindset.
• Proficiency with CRM or AMS platforms (e.g., IMS, MC Trade, Personify).
• Excellent organizational skills and attention to detail.
• Ability to manage multiple projects and deadlines independently.

· Personal qualities of integrity, credibility, and unwavering commitment to organization’s mission; a proactive, hands-on strategic thinker who will own the responsibility for the customer service, branding, and marketing.

· Excellent motivational, project management and problem-solving skills.

· Ability to work successfully in a team environment.

· Ability to analyze and integrate information from relevant sources and incorporate changes or make appropriate decisions.

· Ability to work with diverse individuals and groups.

· Remains composed under stress and takes responsibility for delivering personal and organizational goals and commitments.

· Ability to respond to changing circumstances and priorities in a focused and timely manner. Proactively addresses issues as they arise.

Preferred

• Experience working in a small or medium-sized association environment.
• Knowledge of membership marketing practices.
• Comfort with data analysis and reporting tools.

Key Competencies

• Member-focused and relationship-driven
• Strong problem-solving abilities
• Clear and professional communicator
• Collaborative team player
• Adaptable and resourceful
• Data-informed decision-maker

Physical & Work Requirements

• Hybrid
• Ability to travel for annual conferences, events, or regional meetings (30%).

· Infrequent travel to the Cedar Park office will be required. (The first 3 months of employment will be in the office.)

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Cell phone reimbursement
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Travel reimbursement
• Vision insurance

Work Location: Hybrid remote in Cedar Park, TX 78613