The Association for association professionals in Chicagoland

Summary

The Manager of Membership Engagement supports the planning and execution of programs and initiatives that enhance member participation, satisfaction, and retention in support of organizational goals. This role serves as a key point of contact for members, chapters, and volunteer leaders, ensuring consistent, positive engagement experiences across programs and touchpoints.

The Manager works collaboratively with internal teams to deliver member-focused initiatives, track engagement outcomes, and identify opportunities to improve processes and services. This role requires strong organization, communication, and a commitment to delivering inclusive, mission-driven member experiences.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Leadership, Coaching & Skill Elevation

• Lead, mentor, and continuously elevate the skills of member-facing associates, ensuring strong communication, consultative service, and professional presence.
• Develop associates’ capabilities in relationship-building, active listening, and situational communication tailored to members of all levels—from frontline staff to senior executives.
• Provide ongoing training and coaching in value-based conversations, sales awareness, membership benefits articulation, and growing organizational wallet share.
• Implement structured skill-building programs including shadowing, role-play, certifications, and performance improvement plans to maintain a high-performing customer-facing team.
• Foster a culture of accountability, ownership, and continuous learning, encouraging associates to proactively identify improvements and innovate.

Service Delivery, Professional Communication & Member Satisfaction

• Ensure the team delivers superior, polished communication—oral and written—demonstrating clarity, professionalism, and adaptability to diverse member roles and industries.
• Drive operational excellence through one-call/one-touch resolution, reducing member effort and increasing satisfaction.
• Model and enforce high emotional intelligence and executive communication standards for resolving complex or escalated inquiries.
• Monitor service quality, tone, and accuracy, providing feedback that strengthens associate confidence and capability.
• Lead initiatives that increase CSAT, NPS, and overall member sentiment, including follow-through and accountability programs.

Membership Growth, Sales Orientation & Wallet-Share Expansion

• Equip associates with consultative sales techniques, enabling them to uncover needs, position solutions, and promote relevant programs, products, and learning.
• Develop scripts and coaching plans that integrate value-based selling into everyday service interactions without compromising trust or service-first orientation.
• Oversee proactive outreach campaigns that drive renewals, onboarding engagement, certification adoption, and product participation.
• Collaborate with Marketing, Membership, and Product teams to align messaging and empower associates to guide members through the full suite of offerings.
• Analyze member lifecycle data and organizational engagement patterns to identify opportunities for expanding relationship depth and wallet share.

Root-Cause Elimination, Trend Analysis & Experience Improvement

• Lead root-cause analysis sessions to identify systemic drivers of inquiries and develop sustainable fixes across digital, product, policy, and operational workflows.
• Partner cross-functionally with digital, technology, product, and web teams to eliminate friction points—logins, payments, navigation, data integrity, checkout, etc.
• Identify and document recurring issues and emerging trends, transforming service insights into actionable recommendations and experience improvements.
• Own continuous improvement projects that streamline processes, elevate associate performance, and reduce operational waste.
• Champion member advocacy by translating feedback into enhancements that improve digital journeys, content clarity, workflow speed, and product satisfaction.

Analytics, Reporting & Operational Discipline

• Use data dashboards and performance analytics to guide coaching, workforce planning, quality initiatives, and process improvements.
• Prepare and deliver reporting on team performance, sales influence, member engagement, call drivers, trends, and operational risks.
• Own maintenance and accuracy of the knowledge base, ensuring associates are equipped with the right information to deliver confident, consistent service and sales messaging.
• Ensure compliance with data privacy, professional standards, and organizational policies, embedding these expectations into training and QA processes.
• Support technology and MarTech enhancements (CRM/AMS, automation tools, experience platforms) that enable associates to elevate interactions and drive measurable growth outcomes

CORE COMPETENCIES

Education & Experience

• Typically, 5+ years’ experience
• Bachelor’s degree required.

Member Engagement & Experience

• Supports programs and initiatives that enhance member satisfaction, participation, and retention.
• Delivers consistent, member-centered experiences across engagement channels and touchpoints.
• Responds to member needs and feedback in a timely, solutions-oriented manner.

Chapter, Group & Volunteer Support

• Serves as a primary point of contact for chapter and group leaders
• Provides guidance, tools, and resources to support volunteer-led engagement.
• Escalates issues and shares insights with leadership as needed.

Data & Reporting

• Tracks engagement metrics, participation, and feedback.
• Maintains accurate records and prepares reports to inform decision-making.
• Uses data to identify trends and opportunities for improvement.

Communication, Stakeholders & Visibility

• Communicates & teams across functions.
• High-level proficiency in critical communication skills.
• Strengthens and fosters internal and external relationships.
• Speaks to smaller groups in area of specialty.

Analytical Thinking & Problem Solving

• Manages and resolves operational, functional and organizational problems.
• Solves complex problems by taking a new perspective on existing solutions; exercises judgement based on the analysis of multiple sources of information.

Knowledge & Skills

• Requires understanding and application of procedures and concepts within own discipline and basic knowledge of other disciplines.
• Anticipates business and regulatory issues; recommends product, process or service improvements that will elevate and distinguish The IIA.
• Key skills: industry knowledge, talent management, problem solving, communication.

Supervisory Responsibilities                                                    

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Language Skills                                         

Ability to respond to common inquiries or complaints from members, customers, volunteers, and individuals in the broader business community. Ability to consolidate data from a wide variety of sources, interpret its meaning, and present such information in a meaningful way to top management and/or volunteers.   

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

Expert ability to work in a computerized environment with knowledge of Microsoft Office products. Web-related computer skills listed above.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand; walk and sit. Specific vision abilities required by this job include close vision, distance vision and color vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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

This position will require work in our Headquarters office in Lake Mary, FL 40% of the time.

About The Institute of Internal Auditors

Established in 1941, The Institute of Internal Auditors (IIA) is an international professional association. The IIA is the internal audit profession's global voice, recognized authority, acknowledged leader, chief advocate, and principal educator. We provide education, guidance, certification and other services to our members who work in internal auditing, risk management, governance, internal control, information technology audit and other related areas. Want to learn more? Go to www.theiia.org.

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