The International Society of Arboriculture (ISA) is a non-profit membership organization that serves the needs of tree care professionals, and promotes the profession of arboriculture around the world. ISA is known as the industry authority on research, education and professional development. Each role in the organization plays an important part in delivering excellent member benefits and customer service.
The Director of Member Services is charged with meeting the current and future needs of the ISA membership base by managing the development of a robust portfolio of benefits that are attractive to arborists and affiliated professionals around the world. The Director will be responsible for administration and execution of two functional areas at ISA, including customer relations and member services (including component liaising). The position requires expertise in membership development, project management, data analysis, customer relations, and problem solving.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
• Understands ISA’s Mission and adheres to organization and staff core values.
• Develop, create and promote ISA member benefit and service programs.
• Recognize and address the developing service needs of members, potential members, ISA Chapters, Affiliate Organizations and Professional Affiliates.
• Develop and manage budgets for departmental operations.
• Oversee the direction of the customer service team that provides direct service to members, credential holders, and sales prospects.
•Develop appropriate methods for handling customer service issues andthe necessary policies and procedures to support efficient, effective, andconsistent customer service experiences.
•Establish and implement short- and long-range goals and objectives forISA membership, including development of appropriate performancebenchmarks across peer organizations and relative to past and future ISAmembership performance.
•Develop membership recruitment and retention campaigns and tacticsbased on goals, current methods, potential costs and benefits.
•Analyze and evaluate the effectiveness of membership recruitment andretention campaigns and tactics.
•Provide direct support to all ISA Components as it pertains toadministration of activities outlined in the ISA Memorandum ofUnderstanding and Operating Agreements.
•Provide guidance and oversight of communication efforts to componentsabout operational updates, program highlights, and programperformance related to ISA headquarters activities. Thesecommunications include but are not limited to bi-monthly conferencecalls, monthly newsletters, and the annual Leadership Workshop.
•Represent ISA at community, business, and industry meetings.
•Promote positive relations with partners, vendors, and distributors.
•Recommend and administer policies and procedures to enhancemembership and customer relations operations.
•Establish and implement short- and long-range goals, objectives, policies,and operating procedures that support departmental and associationneeds.
•Provide strategic and administrative support to multiple ISA committees,including Membership, Student Membership, and Council ofRepresentatives. Will also provide support to any short-term task forcegroups that are formed for issue-specific efforts.
To view the complete job description and to apply for this position, please visit the ISA Job Bank:
ISA is an equal opportunity employer.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
• Bachelor’s degree in marketing, business, or a related field required or at least 5 years’ related experience and/or training or equivalent combination of education and experience.
• Minimum of 3 years director level association membership program leadership desired.
• Minimum of 5 years of experience in a management capacity required.
• Fluent in English, both verbal and written. Fluency in additional languages is a plus.
• Ability develop and articulate project plans both orally and in writing
• Ability to write correspondence in a professional manner.
• Ability to read, analyze, and interpret contractual documents.
• Ability to respond diplomatically to sensitive inquiries or complaints.
• Ability to write articles for various publications and audiences.
• Ability to effectively present information in one-on-one and small group situations to customers, association affiliations, and other employees of the association.
• Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups, volunteers, and/or boards of directors.
Decision Making/Reasoning Ability
• Ability to collect and analyze data, establish facts, draw valid conclusions, and determine appropriate action plans.
• Ability to interpret a variety of data sources and deal with both abstract and concrete variables.
• Outstanding management, leadership and communication skills.
• Experience in planning and budgeting.
• Ability to demonstrate successful interaction with staff and executive management.
• Strong understanding of non-profit operations and membership organizations preferred
The ISA Mission Statement:Through research, technology, and education, the International Society of Arboriculture promotes the professional practice of arboriculture and fosters a greater worldwide awareness of the benefits of trees.A Tradition of Professionalism-The International Society of Arboriculture (ISA) has served the tree care industry for 90 years as a scientific and educational organiza...tion. ISA was founded in 1924 when a group of 40 individuals, each engaged in a phase of tree work or research, were called together by the Connecticut Tree Protection Examining Board to discuss shade tree problems and their possible solutions. It was during this meeting that the group identified a need for gathering tree care information and for providing a means for its dissemination. The National Shade Tree Conference was founded soon after.The National Shade Tree Conference experienced gradual growth until 1929, when the economy in the United States collapsed and membership in the young organization sank to 14 and continued to look bleak for several years. In 1936, membership experienced a spike and grew from 33 to 147. With few exceptions, steady growth has been seen every year since.Due to its influence and membership spreading beyond the borders of the United States, the organization changed its name to the International Shade Tree Conference in 1968. Only a few years later, in 1976, in order to more accurately reflect its broadening scope, the name was again changed, this time to the International Society of Arboriculture.ISA continues to be a dynamic medium through which arborists around the world share their experience and knowledge for the benefit of society. ISA is aligned on many fronts with other green organizations and is working hard to foster a better understanding of trees and tree care through research and the education of professionals as well as global efforts to inform tree care consumers.