Job Opening: CLOC

Job Role: Member Experience Manager

PQE: 5 years

Member Meetings and Events (25%)

• Work with volunteer leaders to plan a regular cadence of meetings and events, including sponsored in person gatherings, virtual events, regular check-in meetings/calls, member connections, and tools/resources
• Schedules, calendars and facilitates group meetings internationally

• Serve as staff lead for councils, committees or groups, as assigned, including but not limited to developing group virtual and in-person meetings, including agenda and supporting materials; record and transcribe minutes and action items follow up
• Support member events by developing and sending invitations, or creating registration links, tracking registration and payments, assisting with logistics and communications, providing technical support, and sending follow-up communications

Operations (20%)

• Develops FAQs and other standard operating procedures to ensure consistent and effective engagement with our member community

• Ensure the timely and effective processing, tracking, and acknowledgment of all memberships
• Develop and implement membership workflow and processes involving multiple departments such as finance, communications, events and education

Membership Strategy Support (20%)

• Work collaboratively to ensure that CLOC’s membership programs are thoughtfully aligned with and support CLOC’s activities, mission, vision, and values
• Implement member recruitment, engagement and retention strategies
• Follow association trends and best practices to drive member acquisition, retention, and satisfaction

Data Management and Reporting (20%)

• Provide regular reports to leadership and staff team on membership trends, progress, and goals
• Support other data and reporting needs of the department on an ad hoc basis
• Lead and advance a culture of data competency, data leveraging, and data protection
• Expand and streamline collection and input of strategic and quality data into our data lake
• Modernize and leverage data system(s), platforms, and resources
• Recommend strategies to improve membership metrics and standards
• Maintain high data integrity for member & prospects
• Complete manual data entry tasks with attention to detail and consideration of the potential for potential process improvement or future automation wherever possible

Communications (15%)

• Responsibilities include extensive contact with members and non members regarding inquiries, concerns, and requests
• Partner with our Head of Marketing and Communications to develop member engagement messaging, and communications, including email, and social media
• Manage correspondence (email and discussion forum) and respond in a timely and professional manner
• Follow up with members on outstanding items, such as payments, event registrations, requests, and survey/data completions

Critical requirements include:

• Bachelor’s degree or equivalent
• Minimum 5 years of work-related experience within a membership organization
• Fluency in an Association Management System is required
• Self-starter with the ability to work well both independently and as a team member
• Demonstrated leadership ability, including working with volunteers
• A seasoned orator, comfortable addressing groups from 5-500
• Great sense of humor and positive attitude
• Exceptional customer service and business etiquette
• Excellent verbal, written, management, interpersonal and organizational skills
• Ability to handle multiple tasks efficiently and manage timelines effectively
• Results-oriented
• Proficient in Microsoft Office Suite
• Superb organization skills and be deadline and schedule oriented, yet able to flex with dynamically changing priorities
• Demonstrated ability to be poised and effective during high-pressure situations
• Ability to anticipate issues and have (or quickly develop) contingency plans
• Act proactively, be highly responsive, member-focused, understand the needs and characteristics of people with whom they work, and demonstrate good judgment on when to escalate issues to the senior team

Ideal Skills & Competencies

The ideal candidate will have:

• A strong background and proven success in multiple areas of associations including, membership, education, events, operations, and marketing
• Impeccable attention to detail
• Experience with a project management tool is preferred
• Strong desire to roll up your sleeves and get the job done with a professional and positive demeanor
• Advanced proficiency with Microsoft Teams/Office Suite to achieve higher levels of collaboration and productivity
• A demonstrated ability to understand and actuate association needs

Apply here