Member Relations Manager
Societies: as assigned
Department: Membership
Reports To: Director, Member Services & Education
Level: EX2
Primary Objective of the Position:
The Member Relations Manager executes membership operations and programming initiatives for assigned societies to build a high level of member value. Efforts will align with organizational strategy and address the needs of the membership.
Major Areas of Accountability:
Membership Operations
- Serve as a database expert by maintaining a high level of expertise with database and associated programs; provide training and testing of upgrades as needed.
- Query the database and prepare member data reports for demographic trends and historical comparisons, as well as accounting reports (fiscal year membership/subscriptions, etc.) for operational requirements.v
- Coordinate member pricing for assigned societies, track yearly updates and distribute to all required staff; evaluate member database and member materials for pricing accuracy and consistency.
- Interface with IS department on new transactional online tools (application/renewal), ensure the user experience is as intended.
- Manage membership application and renewal processes for assigned societies, seeking improvements through improved technology as feasible.
- Perform necessary month end procedures related to membership processing.
- Monitor general email boxes as assigned and facilitate timely and accurate responses.
- Monitor assigned Public Shared Folders multiple times daily.
- Provide first-rate administrative support to assigned societies, in conjunction with Membership Experience Managers and other staff. Enhance support and service by responding to customer needs in a timely and efficient manner.
Webinars & Podcasts
- Manage assigned aspects of the webinar programs and podcasts for assigned societies including facilitating the identification, selection, and scheduling of topics and speakers.
- Compile and maintain data on all past webinars and podcasts including registration numbers and satisfaction ratings. Provide reports as needed.
- Compile and maintain a list of topic suggestions from member, meeting, and webinar surveys and share with the Content Strategist, Education and other relevant staff.
- Develop an efficient process for members/committees to submit webinar requests. Communicate the process regularly to members and staff to ensure year-round awareness. Ensure the process includes appropriate deadlines that provide adequate time for a webinar/podcast to be created and promoted adequately.
- Provide orientation to moderators and presenters as needed.
- Provide video editing as needed.
- Identify possible sponsorship opportunities and communicate these ideas to sales team.
Laboratory Proficiency Programs
- Manage subscription and renewal processes for the CGA Laboratory Proficiency programs, including communication with Finance and AOCS regarding quotations, new subscribers, payments and changed contacts
- Coordinate the procurement and shipping of samples through external vendors and in-house staff
- Manage communication with subscribers and prospects and about changes in the program
- Provide customer support to subscribers as needed.
- Communicate with sample suppliers to ensure adequate inventory.
- Participate in developing marketing plans and review materials for accuracy
General Administration
- Manage other projects as assigned.
- Act as liaison for assigned committees, providing support to execute committee charges including notifying volunteers of deadlines, collecting reports, coordinating conference calls, and ensuring actions are implemented.
- Provide first-rate administrative support to assigned societies, in conjunction with Membership Experience Managers and Membership Specialists. Enhance support and service by responding to customer needs in a timely and efficient manner.
- Perform a wide range of administrative and office support activities to facilitate the efficient operation of the organizations’ activities.
- Create and update websites as needed for any assigned projects.
- Coordinate all assigned committees with assigned staff, ensuring accurate recording of position terms and rosters in iMIS, perform quality checks as needed to dynamic listings on websites.
- Provide support for Officer elections as needed.
Qualifications Requirements
- BS/BA degree. Minimum of 5-7 years related experience (association and/or iMIS database experience preferred, but not required).
- Ability to work in the Eagan, Minnesota-based office at least one day per week is preferred; fully remote is possible for the right candidate.
- Excellent written/verbal communication skills, strong attention to detail/editing skills, excellent project management techniques, marketing savvy, and advanced computer skills.
- Ability to coordinate and administer multi-faceted programs and projects; multi-task and work independently and efficiently under deadline; maintain quality focus, work effectively with and gain input from various audiences.
- Strong interpersonal and collaboration skills.
- Ability to operate in a fast-paced environment.
- Self-starter who is motivated for results.
- Positive customer service attitude a must.
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