This Job Vacancy has Expired!

Director, North American Membership

Posted on Jun 13, 2019 by The Institute of Internal Auditors

Lake Mary, FL 32746
Call Center & Customer Service
13 Jun 2019
Annual Salary
SUMMARY Develops and implements strategies to achieve sustained positive membership growth and satisfaction within North America, oversees day-to-day operation of the department, and leads the membership team towards achievement of The IIA's strategic goals related to membership growth and development.

Directs The IIA's NA membership recruitment, engagement and retention strategy, which includes development and execution of the membership strategic plan, formulation of strategies necessary for meeting budgetary objectives, and driving organizational sustainability and growth.
Establishes and implements membership operational plans, budgets and forecasts and prepares analyses on variances to each during the year. Oversees a budget with over $10 million in revenue.
Oversees the membership team while fostering collaboration with the Marketing Department to develop and implement the department's multi-faceted annual communication and promotional efforts, ensuring effectiveness of all campaigns. Serves in a co-liaison capacity to the North American Chapter Relations Committee (CRC) and manages the activities of the Emerging Leaders Task Force as well as related young professional engagement initiatives.
Communicates throughout the organization the significance of membership and reports on key matters related to servicing our membership base, membership trends, activities, needs, results, and performance aspects, both operational and financial in nature.
Facilitates membership integration with other parts of the organization in order to maximize the ability to establish value-added messages to members and prospects. Oversees the member onboarding process to effectively connect new members with all aspects of the organization and resources available.
Researches, develops and/or modifies, tests and implements membership programs tailored for target markets identified as high-potential and for the changing needs of the membership.
Evaluates effectiveness of association strategies such as benefits and policies relating to the retention and engagement of members or acquisition of new members. Established business rules to support the delivery of the organizations membership model maximizing efficiencies where possible.
Oversees the preparation of timely membership reports to track critical data. Analyze result findings to make recommendations for both process and strategy improvements.
Oversees the NA Membership concierge strategy as well as annual audit group invoicing and renewal process.
Oversees professional and student membership growth and engagement strategies.
Collaborates with marketing and Chapter Relations on developing (and reassessing) and implementing a system of member and customer surveys to determine needs and assess program deployment. Tracks and analyzes data as well as develops tools to monitor program success to determine direction for future program activities.
Collaborates with Global Relations on developing and managing processes and procedures to serve member groups with global multi-national organizations.
Participates in key IIA organizational meetings for the development of integrated customer approaches, problem or issue identification, and resolution.
Provides updates to senior leadership on key membership results, activities and metrics.
Serves as a market facing leader on membership concerns, traveling for various IIA HQ events and, as needed, to chapter events and district workshops throughout the year.
Serves as staff liaison to volunteer committees as appropriate, and assists VP, NA Membership Development & Engagement with special projects as needed.

Supervisory Responsibilities

Directs and leads a team of one exempt position and six non-exempt position. Is responsible for the overall direction, coordination, and evaluation of these staff. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, training/onboarding employees; planning, assigning, and directing work; establishing yearly goals and objectives and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Category: Customer Service , Keywords: Membership Director

Reference: 720863301