Illinois
Old Town Alexandria, VA
Chicago, IL-Hybrid Workplace
Remote
Posted: 15-Nov-23
Location: DC Metro Region or Lawrence, KS
Type: Full Time
Categories:
Applications submitted without a cover letter will not be considered.
Reports to: Chief Member & Chapter Services Officer
Position Summary
The Member Services Manager will oversee all member services and manage the annual membership cycle. He/she will be the day-to-day expert on members and member data. The manager will work directly with CREW Network volunteers, chapter leaders, and internal staff. The individual will deeply understand membership databases, be an astute volunteer manager, and have a drive to create standard processes and procedures. He/she will provide guidance to the Membership Coordinator in managing individual membership records and inquiries.
Position Duties:
(1) Member Services – This individual will be responsible for all member-facing programs. This will include regular communication with volunteer member leads, strong project management skills, and adeptness at learning new technology software. This person will play an important role in managing the following programs:
- Global Mentoring Program – Launch and manage two mentoring cohorts a year, including recruiting mentors/mentees, designing program structure, managing communication, and program evaluation.
- Councils – Execute all duties related to 12+ CREW Councils annually. This includes creating and managing the application and selection process, setting up online communities, and regular communication with council co-leads.
- Annual Awards – Manage the annual awards application process, including setup of the online portal and website management.
- Member Webinars – this person will monitor the online forums for topics of interest and work with members to transition topics into webinars (10 – 15 per year).
(2) Membership Management – This individual is the staff expert on membership data and membership systems; supports a base membership of 14,000 members across 79 chapters and 3 global affiliates.
- Membership Recruitment & Retention – annually, create two member recruitment campaigns and a renewal campaign, including messaging, toolkits, and marketing materials.
- Membership Analytics – analyze membership data and provide regular reports (using the AMS, Business Intelligence, and a conversational engagement platform).
- Chapter Relations – build relationships with chapter volunteers and work with them to update membership categories and procedures to ensure they are following best practices. Provide guidance to chapters in formation about who to recruit and how.
- Membership Engagement – develop a year-round strategy to help chapters engage and retain their members. Work closely with select chapters who need additional assistance.
- AMS Support – understand and troubleshoot all membership issues in the database (NetForum Enterprise). Provide support to Membership Coordinator during peak renewal season.
To apply, please submit two files: a cover letter explaining why you are the best candidate and a copy of your resume to apply@crewnetwork.org.
Skills and experience for this position include:
- Bachelors degree preferred; minimum 3 years of association experience required.
- Database, AMS, or CRM experience required; preference for experience in NetForum Enterprise.
- Excellent time management skills with ability to complete multiple tasks and complete a high volume of work in a deadline-driven environment. (Required)
- Technology savvy: must be able to quickly learn multiple technology platforms
- Desire and ability to troubleshoot database issues as they arise and work with team to fix them.
- Strong command of English language and ability communicate clearly and concisely via email.
- Disposition towards continual learning.
- Microsoft Word, Excel, and Outlook proficiency required.
Software used by CREW Network:
- netFORUM Enterprise- Association Management Software
- EventsAir – Events & Registration Software
- Formstack (online form software)
- SurveyMonkey (online surveying software)
- Adestra (mass email distribution software)
- Microsoft Outlook (individual email)
- Microsoft Office (Word, Excel, PowerPoint)
- Monday.com (project tracking/management/planning software)
- Sage 50 Financial Software (recording billable time)
Disclaimer
The statements herein are intended to describe the general nature and level of work being performed by the employee in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of the person in this position.