Membership Manager

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Position Summary

The Academy is a data-driven organization that leverages member knowledge to make informed strategic decisions.  The Membership Manager is responsible for ensuring, protecting, and maintaining the integrity of member records, managing membership processes and member recognition programs, and bringing forth recommendations to improve processes and ultimately enhance the members’ experiences. The Manager will work closely with the Technology team to retrieve, verify, enter and enhance the data in our membership database.  The Manager, Membership provides experienced member interaction, requires in depth knowledge of all member resources, is expected to add value to member services projects and work across the organization to support these projects. The position will oversee the Customer Service team, providing training to improve productivity, efficiencies and quality member interactions. 

Essential Duties and Responsibilities

  • Manage and execute the Academy’s data integrity measures (creating reports, data analysis, regular data updates, de-duplication efforts, researching change of contact information, data report governance and more) to ensure quality data within the membership database.
  • Lead the Customer Service team to respond to members needs and maintain data quality.
  • Take an ownership role in key components of iMIS that are vital to our membership. Manage, create and document data collection fields/tables and vendor/upgrade testing as needed.
  • Creating, managing and maintaining the Academy’s membership cycles:  membership applications, renewals, reinstatements, status changes, dues payment, etc. This includes creating and overseeing the process, as well as guiding other team members involved in the membership cycles.
  • Determine and monitor member retention and new member growth to make recommendations for revised/new initiatives and/or communication efforts to meet/exceed membership metrics.
  • Serve as a trainer and knowledgeable resource for staff on membership cycles and IMIS membership database.
  • Apply critical thinking and problem-solving skills to research, troubleshoot, and document membership processes to preserve the integrity of member records and ultimately enhance their experience with the Academy.
    • Manage the Fellowship database.
    • Serve as a membership resource by anticipating questions and providing timely, accurate information to members to assist with their understanding of the value of membership in AAPM&R
      • Serve as key partner in facilitating membership initiatives that that require member/customer interaction (e.g. annual dues renewal, staff calling campaign and more)
      • Effectively collaborate within and across departments in order to impact Academy wide metrics and achieve individual, departmental and organizational goals
      • Other duties as assigned, which could evolve based on changing business needs.

      Required Qualifications

      • Excellent oral, written and listening communication skills.
      • Ability to work as a part of a team.
      • Experience working with a member database; familiarity with iMIS is preferred.
      • Knowledge of association management processes, procedures and related functions.
      • Excellent member service competency with the ability to handle multiple projects and tasks simultaneously, prioritize and provide feedback and solutions as needed.
      • Diligent, well organized, reliable, energetic.
      • Experience extracting and interpreting data.
      • Self-starter with exceptional attention to detail.
      • Proficiency with MS Office (Outlook, Word, Excel, PowerPoint).
      • Maintains high professional standards of integrity, ethics, and commitment to the goals of AAPM&R.

      Education and Experience

      • Bachelor’s Degree
      • Five or more years of association (membership) experience or equivalent.
      • Experience with a membership database (iMIS a plus).

      Estimated Travel

      • Less than 5%