Membership Manager

Job Posting

Job Title: Membership Manager
Dept: Membership
Report to: Chief Executive Officer
Job Category: Full-time
Classification: Exempt

Summary of Position
The Membership Manager is a result driven management position responsible for membership
acquisition and retention initiatives, and for meeting or exceeding membership growth and
revenue targets. This role manages and maintains the accuracy and integrity of the membership
data within the Association Management System, including reporting, analysis, and overall data
management. The position provides oversight for Member Services including contact with
members and the fulfillment of membership benefits.

The incumbent must be a reliable and results-driven professional with an ability to solve
problems, see the “big picture” and the flexibility to make improvements to business processes
as needed. As a membership manager, the incumbent must also demonstrate excellent sales,
service, and communication skills as well as a positive, enthusiastic attitude for working with
members and staff in a collaborative, service environment.

Major Duties and Responsibilities

Membership Program: Develops measurable strategies and tactics to promote ARRL membership. Implements

membership campaigns and workflows for acquisition (prospect conversion), retention,
and renewal.

• Evaluates effectiveness of membership benefits and services, and engagement initiatives

on a regular basis. Recommends and implements changes to improve effectiveness and
efficiencies and to enhance the member experience.

• Develops an annual plan including membership forecasts, revenue and expense

budgets for the department, and manages to those goals.

• As assigned, serves as a staff liaison to Board-appointed membership activities.

Provide information, expertise, and support including preparing agendas, arranging
teleconference calls, preparing, and distributing meeting minutes, and producing
periodic reports.

Data Management, Reporting & Analysis:

• Develops, promotes, and documents best practices and policies associated with member

and prospect management. Maintains accuracy and integrity of data entered and added
to the Association Management System and related systems. Trains membership and
marketing staff in proper use of systems and reporting.

• Analyzes data and results, and identifies patterns of growth, target markets for

recruitment, reasons for non-renewal, and opportunities to improve campaigns and
workflows.

• Generates reports to measure results of membership campaigns, and overall membership

retention and growth. Monitors monthly progress towards membership and revenue goal
and provides reports for senior management.

Collaborative Marketing Efforts: Works with the Marketing team to create membership collateral, campaign pieces, and

team and other business units to create unique initiatives to promote membership and to
elevate the membership experience, contributing to acquisition and retention activities.

• Coordinates with Field Services to develop and support effective field-based membership

recruitment activities.

• Manages membership onboarding, renewal and engagement processes, and related

communications. Develops and implements strategies for maintaining regular and
meaningful contact with members.

• Works with the Marketing team to ensure members and prospective members can join,

renew, and service their memberships at events where ARRL is exhibiting.

• Coordinates membership recruiting activities across departments.
  

Membership Team Support: In partnership with the Assistant Member Services Manager, provides oversight for

front line member service (inbound and outbound sales calls), including guidance for
front desk, phone, and online communication to promote superior customer service.
Serves as a primary representative of the Membership Program daily.

• Regularly assesses and improves processes including application processing and routine

activities such as billing, renewals, and payments.

• Manages the fulfilment of membership benefits such as online access, subscriptions,

premiums, and access to members-only services.

Expectations

• Contributes to creating positive energy in a collaborative team atmosphere, showing

excitement and pride in the team’s work and being accountable for the results.

• Meets or exceeds membership forecasts and revenue goals.
• Displays excellent organization, team building, and management skills.
• Conducts business in a professional manner both internally and externally.

Knowledge and Skills

Experience Five or more years of progressively responsible membership experience at an organization

and cordially with people on the phone and in person and the ability to write succinctly
and persuasively.

• A resourceful, adaptable, and emotionally mature individual, with good judgment and the

ability to work under pressure and handle competing deadlines.

• Experience supervising support staff and volunteers.
• Excellent customer service skills and ability to develop strong relationships with

Education

• A college degree in a non-technical discipline (e.g., BBA, BA, or BFA), or in-depth

industry and job specific technical skills acquired through a combination of formal
instruction and on-the-job training.

Interpersonal Skills

• Excellent leadership and management skills with the ability to work across multiple

departments are essential.

• Outstanding verbal and written communications skills.
• Ability to foster sound relationships, internally and externally, to effectively motivate

and influence other with a significant level of diplomacy and trust.

Work Environment: Goal and deadline driven office in Newington, CT.
Some travel required.

To apply please submit your resume to Human Resources (hr@arrl.org)