Manager, Member Engagement

Summary of Position:

NAMA is seeking a highly motivated Manager, Member Engagement with a can-do attitude to provide exceptional customer service to current and prospective members, effectively communicate NAMA’s value proposition, and identify areas to improve member experience.

The Manager, Member Engagement will work collaboratively across teams and support the department’s daily operations, including efforts to boost member engagement, efficiently renew members, and maintain a healthy database. This person should be a detail-oriented self-starter who is prepared to serve in a member-facing role that requires patience, empathy, and problem-solving.

The Manager, Member Engagement will report directly to the Vice President, Member Engagement and work alongside another Manager, Member Engagement.

Duties and Responsibilities

• Support department efforts in member renewals, engagement, and recruitment, including membership marketing campaigns.
• Become well-acquainted with NAMA programs and services to play an active role in member outreach, confidently connecting with existing and potential members to resolve customer service inquiries and communicate NAMA’s value proposition.
• Serve as the staff liaison for member constituent groups as assigned, increasing opportunities for engagement.
• Maintain member data in iMIS to ensure accuracy and completeness of member information. This person should “own” the database, constantly considering ways to improve data integrity and processes and serving as a resource for staff.
• Assist in the development of department’s marketing and communications, as well as developing membership content for various platforms.

• Lead the annual Membership Directory effort, one of the most valued benefits for NAMA members.
• Ensure consistent and accurate membership reports are created and shared. Initiate discussions of successes and/or concerns based on data.

• Lead discussion and exploration of membership issues and best practices that allow NAMA to grow and develop membership.
• Opportunity to travel for various membership initiatives throughout the year.
• Other duties as assigned.

Technical Requirements – Education, Areas of Knowledge and Experience

• Bachelor’s degree required.
• Ability to be a quick study on membership database platform. Familiarity with iMIS and/or Smartsheet is a plus.
• Ability to work collaboratively and effectively in a member focused, team-oriented environment.
• Project and relationship management experience and a technical understanding of database management software and related communications tools.
• Experience working with members of a trade association or other membership organization, or client or customer-facing experience is a plus. Excellent written and verbal communication skills.

Behavioral Requirements - Personal Skills and Competencies

• Results driven individual who takes initiative and can work independently, but also is able to work effectively as a team member.
• Ability to juggle multiple projects, meet deadlines, and problem solve.
• Exhibits a commitment to excellence in member service and to the goals and values of NAMA.
• Ability to deal effectively and tactfully with a wide variety of individuals.
• Effective problem solving, time management and organization skills.
• Ability to proactively identify issues, generate recommendations and implement solutions.
• Motivated team player with desire to learn and grow.
• Excellent organizational skills and keen attention to detail; ability to handle multiple tasks simultaneously and balance competing priorities.

PandoLogic. Category:Customer Service, Keywords:Membership Manager, Location:Arlington, VA-22209