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