Membership Experience Manager

POSITION SUMMARY

The Membership Experience Manager will be responsible for the management and administration of ASCD’s member relations in collaboration with the cross-functional departments within the organization. This position implements activities and communications related to membership retention, monitoring the quality and integrity of the activities. This position is responsible for making improvements in the processes, systems, and operations that support the membership renewal experience and leads efforts to troubleshoot issues related to membership processes and procedures with a variety of internal stakeholders and external vendors.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Develop a firm understanding of the Association, its mission, and strategic plan.
• Drive profitable management and delivery of monthly member campaigns from concept through design and delivery using direct response channels and tactics that increase overall membership – specifically via direct mail, email, and integrated channels.
• Establish short and long-term strategic membership objectives.
• Manage new member onboarding program, working to improve communications and engagement.
• Write and oversee production of membership materials, including the members’ monthly newsletter, prospect mailings, special appeals, and list exchanges in collaboration with the short form publications staff, marketing, and other Association staff.
• Review all member-related website functions and collaborate with the short form publications and the marketing team to update on an as-needed basis (e.g., dues renewal process, updating member demographics, etc.).
• Co-Manage the ASCD Virtual Community with the Director of ASCD Professional Learning Communities. Manage and create campaigns to promote online engagement through the Vanilla platform. Support volunteer leaders through the community platform and constituencies by creating new affinity groups and working with the Educator Success and the Digital Learning teams to develop content for the boards.
• Plan and manage the Member Services booth, the first-timer/new member Program, and develop other program-oriented spaces at the ASCD Annual Conference and other events.
• Effectively manages the association management system, data to pull, report, and react to the renewal pipeline.
• Actively recruit new members through member acquisition campaigns, promotions at industry events, or advertisements.
• Manage relationships with key school districts and ASCD Regional Partnership Managers to facilitate bulk memberships.
• Direct and manage year-long membership recruitment, engagement, and retention campaign strategies, including the recruitment of new members.
• Prepare and analyze monthly reports from the AMS that provide statistical information on membership, as well as reports to the leadership team and board of directors to update on the progress of meeting recruitment and retention goals.
• Manage SSOs and APIs between the association management system and other key technologies at ASCD.
• Track benefits usage to drive decision-making strategy for new benefit creation and recommend what benefits should be behind the paywall.
• Manage existing and recommend new or expanded channels, including both on and offline and through inbound and outbound telesales, to create efficiencies that optimize cost per piece, cost per renewal, the total cost per order, etc.
• Work effectively with others to expand opportunities to increase integrated membership enrollment programs and initiatives across the organization.
• Help formulate and monitor annual and monthly budgets and forecast membership enrollments and revenue.

QUALIFICATIONS

Knowledge

• An advanced degree in business administration, marketing, or a related field, is preferred.
• In-depth understanding of the essential functions of membership retention including identifying member segmentation, In-depth experience with direct mail and print production, mailing personalization, and e-mail tactics including measurements for success
• Experience with e-mail and other digital delivery systems is desirable.
• Working knowledge of database management systems for performing data queries, running reports, and generating forms.
• Knowledge of website structure and content standards.
• A certificate in direct marketing from DMA or other similar organizations is helpful.

Skills and Abilities

• Ability to provide excellent customer service skills, with a commitment to educational equity and teacher support.
• Ability to develop, maintain, and strengthen partnerships with others inside or outside the organization.
• Strong communication skills, both verbally and in writing. Comfortable speaking to small groups and presenting the information. Ability to perform research, track and analyze the findings to develop strategies for renewing members.
• Ability to use statistical analysis and reports to create campaigns.
• Attention to detail and quality.
• Ability to read, analyze, and interpret general business information.
• Ability to apply sound judgment in decision-making and problem-solving and when making recommendations for process improvements.
• Strong analytical and organization skills.
• Ability to build rapport and work creatively with other team members.
• Ability to work and resolve practical problems independently.
• Ability to provide superior customer service for, and present information and respond to questions from, both internal and external customers.
• Ability to meet tight deadlines of ongoing projects and programs and adapt quickly to changing schedules with exceptional attention to detail and accuracy.
• In-depth experience and ability to work with Microsoft Office to prepare reports, documents, correspondence, presentations, spreadsheets, etc.
• Ability to update websites using common web editing software.
• Familiarity and ability to work with database records Salesforce experience desired.
• Ability to learn and use web-based office applications for online collaboration and document/content management.

Experience

• Six or more years of direct experience in a similar role using business-to-consumer direct marketing across both digital and print channels, specifically direct mail and email, and program management.
• Association or nonprofit experience is preferred.
• Direct experience forecasting and using database management systems to produce routine and complex data queries, reports, and forms are required.

WORK ENVIRONMENT

• Normal demands are associated with a deadline-driven office environment.
• The noise level is generally quiet to moderate.
• Daily contact with external customers, vendors, colleagues, associates, supervisors, and staff at all levels of the organization.

PHYSICAL DEMANDS

• Ability to remain at a desk for extended periods of time.
• Ability to communicate and exchange information with others.
• Ability to perceive and inspect records in a document management system.
• Ability to travel to off-site meetings up to 10%.