The Senior Director of Membership Operations is responsible for creating and executing the membership recruitment and retention strategies for the association. The position is accountable for driving the development, execution, and evaluation of strategies to increase membership growth, retention, and the overall membership experience in line with organization’s key strategies and goals. The Senior Director is responsible for the day-to-day leadership and management of all membership operations, including the membership database. 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.
Apply market intelligence, best practices, and industry research to develop and implement innovative recruitment, 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 results 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 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.
Collaborate with the IT department on enhancements and updates to the AMS and oversee the membership processes when AMS changes are being made.
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. Conduct/Facilitate ongoing training of membership staff so they can produce membership reports pertaining to their areas of responsibility.
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, manage, and control the annual membership operations budget. Ensure monthly membership revenues are in line with projected budget.
Manage outside vendors to efficiently drive execution of programs that maximizes membership and dues revenue growth.
Other duties as assigned.
Responsible for leading a strong member-service focused team. Direct reports include Director of Membership Development, Membership Manager, and Membership Coordinator
Eight plus years of membership marketing in a global non-profit membership association or a for-profit loyalty program. Proven success in executing member acquisition, onboarding and retention programs.
Strong analytical skills to identify and track trends in membership and campaigns.
Five plus years of successful supervisory experience providing direction, coaching, counseling, and performance evaluations.
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.
Fluency in English and a second language required, with a preference for German, French, Mandarin or Cantonese.
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 is a must – netFORUM preferred
Capabilities: 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.
About Association of Corporate Counsel
The Association of Corporate Counsel (ACC) is a global bar association that promotes the common professional and business interests of in-house counsel who work for corporations, associations and other private-sector organizations through information, education, networking opportunities and advocacy initiatives.
We 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; influence the practice of law as it affects the in-house bar; and deliver a mix of relevant, timely services including information, education, networking, and advocacy.
With more than 40,000 members employed by over 10,000 organizations in more than 85 countries, ACC connects its members to each other and to the people and resources necessary for their personal and professional growth.