The Membership Manager reports to the Senior Director of Membership and is responsible for providing stellar customer service and implementing engagement strategies that foster membership growth and retention. This position works closely with the Senior Director of Membership in the implementation of membership retention, recruitment, engagement, orientation and recognition programs.
Major Duties & Responsibilities:
Design and implement programs that increase AFP’s membership numbers and retention rate
Oversee and implement customer service including membership processing and membership inquires
Serve as secondary point of contact for membership inquiries and applications
Serve as point person for generating reports, queries, exports, mailing lists, email lists etc. for membership
Oversee join and renewal processes and coordinate multi-channel membership campaigns, collaborating with marketing and social media teams to amplify reach
Identify and contact potential membership targets from a variety of sources
Serve as Community Leadership on AFP Connect: Lead and grow AFP online member community
Collaborate across departments to enhance member engagement initiatives and develop impactful membership campaigns aligned with AFP’s mission
Engage with members and potential members and deliver exceptional customer service
Offer association management software expertise, including maintenance of data integrity, and troubleshooting technical issues
Manage member recruitment process, including assessing prospective members, implementing messaging campaigns, and coordinating recruitment contact lists
Assist Senior Director of Membership in developing member retention communications and strategies
Work closely with the IT team to support the internal systems, technologies, and procedures of the membership department.
Present virtual member benefit sessions to Chapters when requested
Represent AFP Membership at conferences and Chapter events
Develop knowledge of member needs and integrate them through innovative strategies to meet the established recruitment and retention goals
Education/Experience:
Bachelors’ Degree
Minimum 3-5 years of experience in membership recruitment and engagement, preferably for non-profit organization
Proficiency in membership management software
Real Magnet campaign management experience
Demonstrated outstanding customer service skills
Experience working with association volunteers
Demonstrated experience working in a hybrid team environment
Demonstrated experience leading membership and customer service-related functions
Knowledge, Skills, and Abilities:
This position requires strong skills:
Excellent interpersonal, verbal and written communication skills.
Strategic thinking and planning
Strong organizational, detail and multitasking skills
Customer service oriented
Ability to work as part of a team, both internally and externally
Strong skills in project prioritization, time management, and managing multiple projects simultaneously
Experience with CRM systems (preferably sales force/Nimble) and intermediate to advanced Excel skills (e.g., pivot tables, data analysis)
Strong understanding of association membership programs
Demonstrated organizational skills and the ability to manage a variety of tasks concurrently, work independently and take initiative
Since 1960, AFP has inspired global change and supported efforts that have generated over $1 trillion in philanthropic support to the charitable sector. AFP’s nearly 30,000 individual and organizational members, represented by more than 240 chapters worldwide, raise over $115 billion annually, equivalent to one-third of all charitable giving in North America and millions more around the globe. As the preeminent association for professional fundraisers, AFP advances philanthropy through research, advocacy, education and certification programs, and more.
