Description

The Membership Manager is responsible for overseeing all aspects of the association’s membership program, including membership acquisition, retention, engagement, and services. This role ensures the integrity of the membership database, manages membership programs and services, develops and implements strategic initiatives to grow and enhance membership, and provides leadership within the membership team. 
  
Key Responsibilities 
Membership Management 

• Develop and implement strategies to recruit, retain, and engage members.
• Administer membership service programs, ensuring high-quality delivery and identifying opportunities for new services.
• Coordinate and execute membership renewal campaigns and welcome programs for new members.
• Maintain and audit membership records in the association management system to ensure data accuracy and integrity.
• Ensure membership-related content on the website is accurate and up to date.
• Address member inquiries and resolve issues in a timely and professional manner.
• Generate reports, analytics, and dashboards to monitor membership trends, retention, and engagement.
• Strategic Membership Growth & Services
• Identify needs for new membership services or programs, including scope, content, and pricing, and manage implementation.
• Manage the association’s Affinity Partnership Programs by developing new partners and maintaining existing in collaboration with the Advertising and Business Development Coordinator
• Develop and implement membership marketing strategies in collaboration with the Marketing and Communications teams.
• Monitor membership trends and make recommendations to leadership to improve member satisfaction and retention.
• Oversee or coordinate customer service functions, including call center operations if applicable, responding to member inquiries, and ensuring timely follow-up.

Leadership & Collaboration 

• Provide advanced support, guidance, and leadership to the membership team, fostering a collaborative and member-centric environment within the Membership Team and across other divisions.
• Collaborate with the CEO, Directors, and other staff to align membership strategies with overall organizational goals.
• Serve as a key liaison to members, volunteers, and external stakeholders, ensuring high-quality engagement and communication.
• Coordinate with other teams on campaigns, communications, and events that enhance membership value.
• Monitor emerging trends and leading practices in membership, sharing relevant insights with other leads to support continuous improvement.  

Additional Duties 

• Assist with special projects, events, and initiatives related to membership growth and engagement. 
• Perform other duties as assigned by the Executive Team. 

Working Relationships and Scope 

• Reports directly to the Director of Operations.
• Works closely with other staff, including Managers, Coordinators, Marketing, and Communications teams.
• Provide direct supervision to the MSR – Membership position(s).

Performance Dimensions 

• Member-centric approach with a focus on service, engagement, and satisfaction. 
• Integrity, honesty, and professionalism in interactions with members, staff, and leadership.
• Strong organizational, project management, and problem-solving skills.
• Effective verbal and written communication, collaboration, and interpersonal skills.
• Ability to make informed business decisions that support long-term organizational goals. 
    

Requirements

Knowledge, Skills, and Abilities 

• Bachelor’s degree in business, marketing, communications, or a related field.
• Minimum five years of customer service experience; at least two years in a membership or association management role preferred.
• Demonstrated experience managing membership databases/association management systems.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and other relevant software.
• Strong analytical skills and ability to generate actionable reports.
• Ability to manage multiple priorities, meet deadlines, and work independently and as part of a team. 

Working Conditions 

• Primarily office-based work with minimal risk of injury.
• Standard workweek Monday through Friday, averaging 37.5 hours per week.
• Some evening, weekend, and limited travel may be required.