AP-Member Engagement - Sr. Manager, Membership Services

Title: Senior Manager, Member Engagement Division: Membership, Marketing and Communications (MMC) Department: Membership Reports to: Sr. Director, Membership Status: Full-time, Exempt Level: Sr. Manager Direct Reports: 1 – Manager, Member Experience     CASE is a global, not-for-profit membership association with a vision to advance education to transform lives and society.    We are the home for advancement professionals, inspiring, challenging and equipping them to act effectively and with integrity to champion the success of their institutions. CASE defines the competencies and standards for the profession of advancement, leading and championing their dissemination and application with over 97,000 advancement professionals at 3,100 member institutions in 80 countries.    Broad and growing communities of professionals gather under the global CASE umbrella. Currently these include alumni relations, development services, communications, fundraising, government relations and marketing.  These professionals are at all stages of their career and may be working in universities, schools, colleges, cultural institutions, or other not-for-profits.  CASE uses the intellectual capital and professional talents of an army of volunteers to advance its work, and our membership includes many corporate partners in the education sector.   Headquartered in Washington DC, CASE works across all continents from its regional offices in London, Singapore, and Mexico City to achieve a seamless experience for all our stakeholders, particularly our members, volunteers, and staff.    POSITION PURPOSE   The Senior Manager, Member Engagement is central to the Membership team, supports the work of the Marketing, Membership, and Communication (MMC) division, and collaborates with key stakeholders across the organization to drive two of the association’s top KPIs: member retention and engagement. This role is responsible for the development and execution of data-driven strategies that promote deepening member engagement, increasing awareness of CASE, with the ultimate goal of improving and sustaining member retention. As a subject matter expert for the member experience, the Senior Manager will inform decisions around brand awareness, member lifecycle management, digital and in person engagement, messaging, and membership campaign development.   ESSENTIAL FUNCTIONS   The core functions of this position include but are not limited to the following:   Member Engagement and Experience Establish annual institutional and individual member engagement KPIs that support and achieve CASE’s retention goals Develop and execute a CASE-wide member engagement strategy that encourages broad ownership of member strategy and engagement Enhance and prioritize member engagement across CASE by establishing protocols that increase awareness of and participation in member experience work and fosters connections between CASE divisions and product owners, and customers Develop KPIs, engagement programming, communication campaigns designed to reach specialized communities (i.e. minority serving institutions, community colleges) Oversee content and direction for the Membership section of the CASE website to generate regular traffic and create a positive member experience Collaborate with MMC staff to design and map member journeys and communication strategies for key constituents Collaborate with Sr. Manager, Membership Operations to establish member relations resolution protocols and settle member relations concerns or issues   Member Retention Oversee the implementation of a targeted, multi-channel new member onboarding program In collaboration with CASE leadership, oversee the design and delivery of monthly webinars for new and prospective members about CASE benefits and services Collaborate with the Sr. Manager, Membership Operations to continuously review and improve the renewal program communication and processes Develop and oversee the implementation of strategies to identify, engage, and retain at-risk members Speak with existing and prospective members to discuss benefits and articulate CASE value proposition and connect them with CASE staff and resources to accomplish their goals Collaborate with staff in the Volunteer Engagement & Governance Division to explore strategies to involve key volunteers in membership and retention efforts   Data and Reporting Serve as a subject matter expert on CASE’s business intelligence tools that measure member engagement trends, and become fluent and analyzing and reporting membership metrics Champion the widespread use of tools that capture member interactions within the AMS Use business intelligence tools to adapt/create content for the creation of member personas and user journeys that drive member satisfaction and retention Provide appropriate analysis and reporting of engagement trends to communicate status and support decision-making Participate in the development and implementation of new/revised reports, systems and procedures that will support the Member Engagement function. Support the selection and broad adoption of a new Customer Resource Management (CRM) system   Management / Supervisory Set the example and manage the performance of staff members who report directly to this position, holding staff responsible for superior customer service, work performance and collective achievement of KPIs Oversee hiring, training, ongoing communication, performance evaluations and coaching / professional development of direct report (s) Support and help to advance CASE’s goals for inclusiveness. Demonstrate by example and communicate ways in which each CASE employee can enhance his or her awareness of the importance of inclusiveness and full participation in the organization.  Establish, manage, and oversee relationships with external business partners / vendors, as needed Requires the ability to exercise discretion and confidentiality  Fiscal Management/Budget Responsibilities/Judicious Use of Resources Exercises fiscal responsibility in the utilization of all CASE resources.    Liaison Responsibilities   Liaises with CASE colleagues in other parts of the world to ensure optimal internal communication and the best sharing of ideas, expertise and knowledge. Participates and reports out regularly as a member of the Global Membership Team  Incorporates tasks and/or projects related to objectives as directed by the CASE Strategic Plan   Image Responsibilities In keeping with the CASE Values Statement, ensures that CASE is well represented by exercising a high degree of professionalism, accuracy, and ethics, in all activities, services, and products.   Performs other duties and responsibilities as assigned by the Supervisor.   Job Complexity and Knowledge (FOR MANAGERS AND ABOVE)   The Senior Manager, Member Engagement receives broad direction from Sr. Director, Membership and is otherwise expected to work with a high level of autonomy and independence, discretion, confidentiality and diplomacy. The position interacts with CASE staff from across the world, and may come into contact with senior volunteers, members and other high level external key stakeholders. The Senior Manager, Member Engagement will be responsible for his/her own time management and prioritization of tasks to ensure the key responsibilities are met.   Problem Solving and Judgement   High level judgement and problem-solving skills are required, as the incumbent is frequently faced with situations which require immediate action in response to issues and requests. The breadth and depth of  understanding  of  an  issue  and  the  key  internal/external  persons handling the issue, and the way in which the issue is handled, all affect the outcome of the situation.   Professional and Organizational Knowledge   The position requires that the incumbent quickly develop a deep understanding of CASE, its policies and procedures and an understanding of the culture and regional and divisional interdependencies. The position requires a deep understanding and respect for the organization’s systems and workflow.     POSITION REQUIREMENTS   Education and Experience: Bachelor’s degree in marketing, communications or related field 3-5 years’ member engagement and/or marketing experience, preferably at a non-profit trade association Expertise developing and executing integrated, multi-channel member engagement campaigns that are increasingly personalized through advanced digital and analytics technologies Proficient in segmenting content for various audiences and developing key messaging and touchpoints that are personalized and meaningful to drive engagement Adept at stakeholder management and gaining alignment across function areas Experience working with databases (AMS/CRM), management information systems, and web-based technology Demonstrated ability to design innovative methods to guide members through a pre-determined journey Ability to think quickly, effectively and, creatively to solve problems, handle multiple projects, determine priorities, and meet deadlines Experience using business intelligence tools to align engagement program to meet specified goals and objectives   Skills and Abilities: A demonstrated interest in advancing education in the not-for-profit sector. A strong commitment to contributing to an organizational culture that celebrates diversity and inclusion. An understanding and interest in engaging with a broad range of cultures and countries. Strong project management, research, and analytical skills Compelling communication skills and a persuasive storyteller Entrepreneurial mindset and strategic, critical and creative thinking Ability to move easily between big picture thinking and managing relevant detail Superb organizational skills and attention to detail Proven track record achieving key results based on goals  Exceptional people skills and a passion for building relationships with customers and internal team members  High degree of comfort communicating with members about their experience to optimize customer satisfaction and retention  Experience in an international environment desired. Education-related experience a plus. Must have a strong customer service orientation. Management reserves the right to review and revise this document at any time. This document represents a description of intended job content and should not be construed in any way to be a contract of employment.   CASE Vaccination Policy: Vaccination against COVID-19 is an important tool in helping to prevent infection and reduce hospitalisation and mortality. CASE vaccination policy is as follows for each regions: US/CAN and Latin America offices: To access a CASE office, you must be fully vaccinated for COVID-19 or have an approved exception to this requirement as an employee with an approved medical or religious exemption (U.S.) or be subject to testing or other national/local restrictions in effect where the CASE office is located. Europe and Asia Pacific Offices: CASE strongly encourages staff to obtain the most current COVID-19 vaccine and booster as soon as it is available to them unless they are ineligible to receive the vaccine due to medical reasons.   Alternative Work Arrangement:  As of January 1, CASE implemented an Alternative Work Arrangement policy where, after 4 weeks of employment, eligible staff are given the opportunity to work from home up to 2 days per week and in office 3 to 4 days per week.