Reporting to the Executive Vice President, the Director of Member Services is responsible for member engagement activities such as special events and educational programs. This position is designed to enhance the association’s customer service experience by improving current membership engagement activities and developing a membership recruitment and retention program and new member onboarding process.
Primary job responsibilities include the following:
Administrative
Answer all incoming phone calls to the association and direct the caller to the appropriate staff member.
Answer all incoming email messages to the membership in-box and provide an appropriate response in a timely manner.
Some clerical work may be required such as distributing mail; sending correspondence/shipping; filing; supply orders etc.
Process membership applications, renewals and annual billing.
Special Event Management
Update event calendar on website and answer any inquiries regarding upcoming events.
Coordinate with the EVP on the creation, review, approval and execution of new and existing events.
Logistical and on-site management of association events (such as foreman training, contractor annual meeting, membership meetings, golf tournament, casino night and others) to include budget development and bill reconciliation; research venues; negotiate hotel contracts; manage RFPs and BEOs; sponsorship sales; registration and housing; coordinate transportation; a/v; speaker engagement; meeting room set up; marketing and promotion; social media engagement and more.
Oversees, along with the EVP, the selection of speakers and negotiation of speaker contracts.
Works to improve event attendance and to elevate the attendee experience.
Other
Establish and cultivate relationships with new, potential and existing members through regular and individualized contact.
Proactively contact members to educate them on services of the association to improve member engagement.
Assist EVP/Board in the development and promotion of programs for membership recruitment, engagement and retention.
Gain complete knowledge of the associations database; identify database resources and opportunities for outreach to members not currently involved
Responsible for understanding and being able to advocate for and promote the various programs, products, services and priorities of the association.
Qualifications
Experience in a trade association is desirable but not required.
Experience managing special events and meetings.
3+ years in a customer service; marketing, public relations or hospitality related field
Proficiency in MS Office Suite (Word, Excel, Outlook)
Proficiency in social media outreach campaigns
Strong interpersonal skills
Excellent written and verbal communication skills
Working Conditions
Some evening and minimal weekend hours are required to support events, special projects and activities.
Some travel required
Small office environment in a clean, safe building with easy freeway access
13 Paid Holidays per calendar year
15 PTO days per calendar year (sick & vacation)
Compensation
The salary range for this position is based on experience and qualifications.
Monthly cell phone allowance
Medical, dental and vision insurance (majority company paid)
Mileage reimbursement for use of personal vehicle
Please respond with cover letter and resume to csprague@smacnasac.org
