Director of Member Services & Engagement

The Opportunity

The Industrial Designers Society of America (IDSA), founded in 1965, is one of the oldest and largest professional organizations for industrial designers. IDSA is a national professional society for industrial designers who create and develop concepts and specifications that optimize the function, value and appearance of products and systems for the mutual benefit of the user and manufacturer.

The Director of Member Services & Engagement is head of the Member Services & Engagement department and a key member of IDSA's Management Team. The position plays a vital role in both the development and execution of volunteer engagement and membership experience strategies for an association with a global professional member base and robust network of volunteer community leaders.

This is a fully remote position, reporting to the Chief Operating Officer (COO). This position can expect limited travel for IDSA and industry events and membership sales.

The ideal candidate is a highly organized, communicative, detail-oriented individual who thrives in fast-paced, high-performance environments. They demonstrate a strong executive presence and interact with high-profile individuals in the community with poise, confidence, and professionalism. Further, they achieve short and long-term objectives through meticulous strategic and tactical planning, and hands-on execution, ensuring their approach is based upon extensive knowledge of association best practices and pillars of operational excellence.

Interested candidates should submit their resume outlining their qualifications and experience with a cover letter.

Key Responsibilities

Strategic Planning and Operational Excellence

• Accountable for engagement efforts of a global membership and robust network of volunteer leaders, which includes chapters, sections, committees, and councils.
• Aligns department strategies with IDSA's Strategic Plan that drives aggressive membership growth and support for volunteer leaders.
• Responsible for designing, implementing, improving, and sustaining an exceptional member and volunteer experience, reducing barriers wherever possible.
• Ensures operational excellence and high levels of customer service for day-to-day activities of the department.
• Evaluates the need for new policies and procedures; recommends updates to existing ones.
• Embraces Diversity, Equity and Inclusion priorities and ensures its integration into the department's strategies for attracting and supporting a membership and community that is reflective of the industry.

Member Recruitment and Retention

• Develops and implements creative, cutting-edge recruitment and retention campaigns, including effective lead generation techniques to identify new members. Collaborates with the Brand Strategy department and internal stakeholders to achieve desired results. Recruitment and retention processes include all aspects of the member lifecycle such as website content, join and renewal experiences, onboarding, communication touchpoints, and feedback loops.
• Approaches recruitment and retention discussions via email, phone, and if necessary, in-person, in a personal, consultative manner. Clearly articulates IDSA's value proposition.

Component Relations, Volunteer and Stakeholder Engagement

• Oversees the development and execution of a strategy that delivers a consistent and elevated experience to leaders of IDSA's components (chapters, sections, committees, and councils) throughout the entire volunteer lifecycle in the areas of customer service, training, guidance and administrative support.
• Maintains impactful processes that offer clarity, articulate purpose, and empower volunteers to achieve greatness within their communities and/or areas of support for the organization (e.g., defined orientation and onboarding process, staff vs. volunteer roles and responsibilities, feedback mechanisms, standardized templates, branding guidelines)
• Ensures the department is viewed by internal stakeholders, and externally by members and volunteer leaders as a trusted, go-to resource.

Team Development

• Through effective leadership, promotes and sustains a culture of openness and transparency. Demands a high standard of operational excellence, performance, and continuous improvement.
• Continually ensures the department's resources are focused on priorities that deliver the greatest impact.
• Establishes goals for the department team members; monitors performance and provides consistent feedback.

Financial Management

• Works collaboratively with Finance & Accounting to develop annual budgets and re-forecast projections.
• Reviews monthly financial statements, identifies areas of strength and concern. Raises issues with senior leadership; advises on strategies and adjusts tactics to achieve budget goals. Assists in the preparation of membership related items for annual audits.

Association Management System (AMS) and Reporting

• Builds a reputation amongst staff as an expert in the Fonteva AMS.
• Supports the Senior Director of Customer Information Systems with maintaining integrity of member data.
• Thoroughly relies on analytics and user data for decision making. Advises and collaborates with senior leadership to determine key performance indicators such as retention rates and new member acquisition.
• Ensures the department develops and maintains meaningful and accurate lists according to segmentation objectives, including volunteer leaders, committee members and VIPs.
• Provides reports and presentations to staff, senior leadership, Board of Directors, and other stakeholders as necessary.

Qualifications

• Bachelor's degree or higher.
• Minimum of 8-10 years of experience in membership, component relations or related area.
• 5 or more years of experience leading a membership department, successfully motivating staff, managing performance, and achieving aggressive growth goals.
• Demonstrated ability to thrive in a fast-paced, high-performance environment.
• Exceptional organizational skills with a keen attention to detail.
• Strong project management skills with the ability to manage multiple projects and deadlines.
• Excellent written and verbal communication skills.
• Ability to work autonomously and take initiative.
• Proficient in Microsoft Office Suite, project management software (e.g. Trello), with expertise in Association Management Systems.

Preferred Qualifications

• Certified Association Executive (CAE)

Personal Attributes

• Ambitious about career progression and welcomes expanding responsibilities and scopes of work.
• Highly organized and detail oriented.
• Strong interpersonal skills and the ability to build relationships with diverse stakeholders.
• Proactive and solutions-oriented mindset.
• Passionate about excellence and continuous improvement.
• Ability to quickly adapt to changing priorities and manage competing demands effectively.
• Not easily overwhelmed by large scopes of responsibility and expanding portfolios of work.
• Able to maintain composure under pressure.

Compensation Package Includes:

• Starting annual salary range of $90,000 - 110,000
• Excellent health, dental, and vision insurance
• Employer paid life insurance, AD&D, short-term disability, and long-term disability insurance
• Generous paid vacation and sick time policy
• IDSA recognizes 12 standard holidays and 1 flexible holiday per year
• 401(k) and Roth 401(k) accounts

How to Apply

Interested candidates should submit their resume outlining their qualifications and experience with a cover letter.

We encourage candidates to apply even if your experience is not a 100% match with the position description; we will consider people from a variety of backgrounds and career experiences.

For questions, please contact Eric Wann at ericw@idsa.org.

The Industrial Designers Society of America (IDSA) is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive virtual environment for all employees. We will not discriminate against applicants or employees on the basis of race, color, religion, national or ethnic origin, age, sex, pregnancy (including childbirth or related medical condition), disability, genetic information, sexual orientation, gender identity, military status, citizenship, or any other class protected by applicable law. IDSA reserves the right to alter, change, modify, and/or terminate this job posting at any time without notice or obligation to any party.