The Director, Membership and Career Center, leads the organizational effort to acquire and retain members, ensuring that the association's programmatic offerings align with what members and other stakeholders seek from NAFSA, as well as building robust systems for identifying and successfully encouraging engagement in NAFSA programs and activities within the global higher education marketplace. This position also oversees NAFSA’s Career Center which provides job registry services and a career development and mentoring program at the annual conference. Reporting to the Senior Director of Marketing & Membership, the Director also has ancillary reporting responsibilities to the Deputy Executive Director (DED), Leadership and Professional Development Services (LPDS).
Major Functions and Responsibilities
Collaboratively develop and execute membership recruitment and retention strategies (40%)
In a cross-functional collaboration with senior leadership and key stakeholders, establish membership goals, develop strategy, and devise metrics necessary to meet or exceed established recruitment goals and drive organizational sustainability
Communicate and strategize with internal departments experiencing heavy member interface while collaborating with NAFSA’s Membership Engagement Committee to identify, refine and promote programs, products and services into membership value
Develop annual strategies, policies, and tactical plans focused on member acquisition and retention
Develop strategic member and non-member outreach and engagement communications to articulate the member value proposition and ensure all membership materials clearly communicate this message
Network with the association membership community in the greater DC metropolitan area to benchmark NAFSA’s membership operation against other like associations; actively seek to reflect best practices in NAFSA membership
Lead the implementation of NAFSA’s revised membership model and dues restructure as well as the revised anniversary membership renewal cycle to ensure business workflows and systems appropriately reflect and support the membership program
Work closely with staff that support NAFSA’s regions and diverse member communities to engage and build relationships
Research and evaluate emerging populations that NAFSA can serve as additional conduits for membership growth
Collaborate with key departments to appropriately reflect the importance of membership at annual conference, specifically highlighting the NAFSA pavilion on the Expo floor
Together with the Senior Director, annually prepare the Membership and Career Center budgets
Communicate membership updates and plans to NAFSA staff and serve as an enthusiastic internal advocate for membership
Monitor, identify, synthesize, and report on trends and key business indicators using a diverse group of data sources that aid member acquisition and retention (15%)
Become familiar with NAFSA’s many data sources that help inform membership trends
Using PowerBI and Tableau, manipulate and prepare data and reports, as well as partnering with the data analytics team to collect and analyze key data and trends in ways that point to business solutions
Apply market intelligence, best practices, and industry research to develop and implement innovative lead generation conversion, onboarding/engagement, and retention strategies to meet the established annual membership goals
Enhance current Career Center activities and guide transition to a more robust, engaged operation (15%)
Manage and execute the strategy to transition the Career Center from primarily a job registry with a singular annual conference event activity to a dynamic, multifaceted asset providing career development services at all stages of the professional life cycle
Supervise and guide the Associate Director in the planning and development of innovative products and services that map to the international education field and competency requirements of employers
Oversee a full complement of activities for NAFSA Career Center at the annual conference including career-focused presentations and workshops as well as mentoring and resume review activity
Provide outstanding customer service to all members and member prospects using a variety of communication platforms (20%)
Responsible for the success of the front-line customer service function including the reception desk and the monitoring of telephone/email inquiries
Oversee and facilitate ongoing training of membership staff as well as those who cover rotating shifts at the front desk
Explore and implement enhancements to increase efficiency
Troubleshoot issues as necessary and provide appropriate solutions
Ensure quality assurance processes are in place and reviewed regularly to maintain accuracy and maximize efficiency of all membership operations
Provide timely and effective resolution to member issues and advise senior management on full range of member-related matters.
Provide orientations and tours for visiting country delegations
Performs other responsibilities as assigned (10%)
As representatives of a membership organization with a broad and diverse range of activities related to education and training, NAFSA staff possess more than simply specialized capabilities. Each individual is expected to take the initiative to become knowledgeable about the organization as a whole. Association members and other staff expect colleagues to be accessible and responsive, to convey a positive attitude, and to exhibit a high degree of professionalism.
The workday is generally 9:00 a.m. to 5:00 p.m. The week after Memorial Day to Labor Day, it is 8:30 a.m. to 5:30 p.m. Monday through Thursday and 9:00 a.m. to 12:00 p.m. on Friday.
Travel is required occasionally related to job responsibilities, especially for the annual conference or other leadership meetings. Participation in the NAFSA annual conference the week of Memorial Day, including the holiday itself, is a job requirement. The annual conference is held in varying cities.
Bachelor’s degree or an equivalent combination of education and experience
A minimum of five years of experience with a professional or nonprofit association (or similar organization) leading, developing, and implementing membership-related projects
Proven success in executing lead generation, member acquisition, onboarding and retention programs
Strong communication skills, both oral and written, including presentation delivery
Superior leadership, budgetary, and interpersonal skills that include team management, cross-team collaboration, and mentorship
Superb analytical skills and a keen understanding of data and metrics and their relationship to membership trends
Experience with association management systems (AMS)
Demonstrated ability to persuasively promote the benefits of membership and the importance of being actively engaged in the life of the association
Proficiency with digital marketing, including social media, email marketing, marketing automation, and data-driven marketing
Familiarity with PowerBI and Tableau or similar data reporting tools
Experience with iMIS20
Prior experience in designing and managing association career centers including the development of programming, management of job registries, and the acquisition or curation of programming content
Exposure to or experience with volunteer management and component management
NAFSA: Association of International Educators is an organization of people dedicated to building a global community and fostering a more peaceful world through advancing international higher education. With more than 10,000 members, NAFSA is the world’s largest professional development and advocacy organization committed to international learning and creating a more globally engaged, welcoming, and educated United States.
We are an organization of individuals who believe that: international education advances learning and scholarship; strengthens America’s diplomatic ties with countries across the globe and is an integral part of national security; and is essential for developing globally competent individuals.
We believe that international education lies at the core of an interconnected world characterized by peace, security, and well-being for all.
NAFSA is a workplace that not only appreciates diversity but believes it is our strength, and we strive to create an inclusive culture for all our team members. NAFSA is proud to be an Equal Opportunity Employer.