Manager, Membership

NACUBO is committed to diversity because it enriches and strengthens how we advance our mission, just as it does for institutions of higher education. We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin and all the other fascinating characteristics that make us different. Our goal is to be the place where a diverse mix of talented people want to come, to stay and do their best work.

Creativity and cross-team collaboration drive NACUBO’s achievements and contribute to individual success. All staff members are encouraged to think creatively about how they and NACUBO can address mission, member needs, and challenges that will inevitably arise from time to time. They are also encouraged to develop and nurture strong partnerships throughout the association. These partnerships help individuals, teams, and the association accomplish the activities, goals and strategies of the organization and of individual positions. 

Imagination, innovation, and curiosity are welcome, and all require some risk taking. NACUBO encourages staff to engage in bold thinking, to put forward new ideas and proposals, and to openly debate the risks – upside and downside – associated with new ideas. 

Each member of the NACUBO staff is responsible for creating and sustaining esprit de corps across the organization.

To accomplish all of this, staff will need strong communication and strategic thinking skills. NACUBO is committed to nurturing these skills in all staff members. 

Position Summary

The Manager, Membership reports to the Director, Membership. With other members of the Membership team, s/he is integral to the organization’s member engagement strategy. S/he provides support to establish new, maintain, and nurture relationships with members. This includes serving as a member resource on programs, products, and services and acting as the primary contact to NACUBO members. The manager, membership is responsible for maintaining accurate and complete record-keeping in the association management system, providing stellar customer service to all NACUBO members and stakeholders, and supporting member engagement operations and initiatives.

The Manager also works with staff at all levels of the organization to continually improve member retention and acquisition goals; the quality of data contained in the association management system; and to work with staff and members in understanding member needs, benefits, and trends. In addition, the Manager works collaboratively with all NACUBO staff to increase membership

engagement, retention, and recruitment.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Establishes, maintains, and strengthens relationships with NACUBO members with frequent member-reach campaigns. This includes proposing and executing ideas and strategic initiatives that increase

membership.

• Serves as an external and internal representative of the membership team for the handling of membership questions, general inquiries/concerns, and problem resolution in a prompt and responsive manner.

• Works with membership and marketing team members to coordinate and create effective and meaningful digital engagement communications.

• Works with leadership development team on connecting members to leadership programming.

• Continuously reviews member activities and requests, ensures follow up is given in a timely manner and recommends new initiatives and/or action as necessary.

• In conjunction with the Director, Membership, s/he will assist with, all aspects of dues billing, from creation to completion, and collection.

• Prepares and analyzes regional membership data reports on a monthly, or as needed basis to support member retention trends and strategies and other member metrics. Participates on project teams and/or task forces and activities that focus on increasing member engagement, recruitment, and retention.

• Responds to inquiries related to all NACUBO programs and services.

• Assists the Director with annual and ongoing data collection and regular quality-analysis efforts.

• Partners with digital engagement team to develop reporting tools/mechanisms that will assist staff and volunteers with data-driven decision making.

• Performs other duties as assigned by the Director, Membership in alignment with the goals of the department and/or NACUBO.

• Act as lead administrator for NACUBO’s online community/listserv.

• Performs other duties as assigned.

Competencies

• Focus on Excellence: Ensures every aspect of membership engagement is personal, relevant, responsive, and professional.

• Team Player: Candidate must possess a team spirit, approach relationships with a win-win perspective, and be accountable for their interactions in a collaborative work environment.

• Consultative: Candidate must feel comfortable listening to member needs, synthesizing this information, and making recommendations for association action, strategies, and priorities.

• Self-Starter: Have the discipline to adhere to deadlines and fulfill commitments to staff, members, and other stakeholders. Ability to work effectively with minimal supervision and is comfortable making recommendations and decisions.

• Client service focused: Responsive to members.

Qualifications

• Bachelor's degree or equivalent experience required.
• 4- 6 years' experience in a membership role or similar database experience
• Proven knowledge of an association management system (AMS).
• Excellent communication skills across all levels of the organization are required.
• Excellent oral and written skills are required.
• Strong attention to detail is a must.
• Experience working with and communicating with volunteers/members (i.e., professionalism, poise).
• Must be PC proficient, working with Microsoft applications, email, web-based tools, and other web-based platforms, Sitecore.

Work Environment

This position is remote, but the incumbent sometimes works in the office. The incumbent will use standard office equipment such as a laptop or computer, phone, and printer/copier. Temperatures in a remote and office environment may fluctuate.

Physical Demands

1. Sedentary work: Exerting up to 10 pounds occasionally.
2. To perform the duties of this position, the employee is regularly required to talk and hear. The employee may frequently be required to stand, walk, use hands and fingers to type, handle or feel, and reach with arms and hands. Vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Position Type/Expected Hours of Work

This is a full-time regular position. Typical days and hours of work are Monday through Friday 8:45 a.m. to 4:45 p.m. This position may be eligible for an alternate work arrangement (i.e., flextime, telework), please refer to the Employee Handbook for details. There may be occasional evening and weekend work as job duties or projects require it.

Travel

Travel is primarily local during the business day, however, some out-of-the-area travel and overnight may be expected.

EEO Statement

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Other Duties

Please note this position description does not cover, contain or list a fully comprehensive listing of duties or responsibilities that are required of the employee in this role. Duties, responsibilities, and activities may change at any time with or without notice.