Director, Membership Operations

Job Description

Job Description

JOB SUMMARY

The Director of Membership Operations is responsible for developing and executing the global membership recruitment and retention strategies for the association in consultation with the Senior Director of Membership Initiatives and Chapters and the VP and Chief Global Membership Officer. This includes the use of social media and other lead generation vehicles to increase the prospect pool. The Director is responsible for the day-to-day leadership and management of all membership operations. The position must ensure all membership processes are clearly articulated and carried out efficiently, including invoicing, new member applications, processing of payments, and other activities related to serving members.

ESSENTIAL FUNCTIONS, DUTIES AND RESPONSIBILITIES

• Apply market intelligence, best practices, and industry research to develop and implement innovative lead generation conversion, onboarding/engagement, and retention strategies to meet the established annual goals.
• Identify key audiences and develop personalized, segmented communications. Articulate the member value proposition and ensure all membership materials clearly communicate this message. Conduct analysis of all marketing activities to ensure the association is continually looking at the most efficient and result-oriented approaches to increasing membership.
• Monitor and report on financial and membership analysis including but not limited to membership trends in ACC and the industry, cost to serve, lifetime value, and other metrics relevant to membership growth. Conduct, analyze, and incorporate results of member surveys and assessments. Disseminate findings to help the organization better understand and serve our members. Maintain competitive data and analysis of dues rates and make recommendations on future dues rates and categories.
• Lead a strong member-service environment and team. Maintain a member service focus and operational excellence to assure a high level of satisfaction. Engage in ongoing outreach to establish and maintain a strong relationship with our members.
• Ensure quality assurance processes are in place and reviewed regularly to maintain accuracy and maximize efficiency of all membership operations, including correct/complete member and prospect records, invoicing, processing memberships, and membership communications. Explore and implement enhancements to increase efficiency across all membership operations.
• Serve as gatekeeper for the membership pages of the website ensuring they are intuitive, accurate, visually appealing, and have a strong call to action.
• Develop and manage the annual membership operations budget in consultation with the VP and Chief Global Membership Officer. Ensure monthly membership revenues are in line with the projected budget.
• Manage outside vendors to efficiently drive execution of programs that maximizes membership and dues revenue growth.

EDUCATION

Bachelor’s degree in marketing, communications, business administration or related concentration is required.

WORK EXPERIENCE

• Eight plus years of membership marketing in a global non-profit membership association or a for-profit loyalty program. Proven success in executing lead generation, member acquisition, onboarding and retention programs.
• Strong analytical skills to identify and track trends in membership.
• Five plus years of successful supervisory experience providing direction, coaching, counseling, and delivering performance evaluations.

COMPETENCIES (KSAs)

• Results oriented professional who has excelled in increasing membership.
• Proficient with digital marketing, including social media, email marketing, marketing automation, and data-driven marketing.
• Excellent interpersonal skills, with the ability to get along with culturally different personalities, including members, leaders, staff, and vendors. Effective team player.
• Exceptional verbal and written communication skills.
• Demonstrated ability to prioritize and to complete a high volume of work and meet deadlines with excellent organizational skills and attention to detail.
• Superb analytical skills and ability to think things through, anticipate solutions and next steps, and see the bigger picture, while offering fresh ideas.
• Proficient in Microsoft Office.
Strong AMS experience
• Enthusiastic, creative self-starter who can multi-task and thrive in a busy, fast-paced environment. Strong business acumen with the ability to think both tactically and strategically. Demonstrated relationship building skills.

SUPERVISORY RESPONSIBILITIES

Three direct reports: Associate Director of Membership, Manager of Membership Development, and Manager of Membership Database.

LANGUAGES

ACC seeks to hire multi-lingual candidates. Fluency in English is required, and a second language is preferred.

TRAVEL

Travel as needed.

SALARY RANGE

$128,000 to $148,000 - When determining a salary offer, consideration is given to candidates that possess minimum requirements and preferred qualifications.

WHAT ACC PROVIDES YOU

• The flexibility of a hybrid schedule (only two days in the office on either Tuesday, Wednesday, or Thursday) and remaining days you can work from home. Staff working in the Washington, DC office must reside in the DMV area.
• Competitive base salary and benefits including:
  1. 23 PTO days, 11 holidays, and a paid one-week end of year break
  2. 401K match, annual bonus, and an additional annual employer retirement contribution
  3. Subsidized healthcare plans, you can choose from an HMO, PPO, or HSA plan
• Office conveniently located in downtown Washington, DC with onsite fitness center and easy access to the Metro Center station.

ABOUT THE ASSOCIATION

The Association of Corporate Counsel (ACC) is a global bar association that promotes the professional and business interests of in-house counsel who work for corporations, associations, and other organizations. We support our members by delivering a mix of relevant, timely services including information, education, networking, and advocacy.

We work diligently to anticipate and understand the needs of the in-house bar, help members deliver services to their corporate clients efficiently, promote the value of in-house services, and influence the practice of law as it affects the in-house bar.

With more than 47,000 members employed by over 10,000 organizations in 100 countries, ACC connects its members to each other and to the people and resources necessary for their personal and professional growth.

ACC is an Equal Opportunity Employer