POSITION OVERVIEW:

• This position will lead the Membership Services and Development department, providing strategic direction and oversight of processes and outcomes for the overall membership application process, customer service activities, and membership development functions for the organization. This position is an integral member of ALA’s executive leadership team that will contribute to and support enterprise-wide strategic decision-making while focusing on their primary responsibilities for driving membership recruitment and retention efforts, leading membership experience initiatives, and advancing high quality customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

•  Leads development and execution of ALA’s member development strategy with focus on growth, retention, and engagement of targeted membership segments.
• Leverages deep industry knowledge and membership data to identify, assess, and communicate potential dues revenue targets, membership risks, and opportunities to attract current and prospective members to ALA.
• Develops and supports new and existing membership models to drive revenue outcomes that align with ALA’s strategic direction.
• Assesses member/account relationships to develop a personalized membership strategy; creates the highest value for each member organization and individual.
• Maintains membership records and data and manages the administrative functions of the membership application and renewal process in accordance with ALA’s policies and procedures. Provides membership reports to staff and ALA leadership as needed.
• Ensures the proper application and development of ALA’s membership policies and procedures.
• Collaborates with internal staff and external service providers to develop robust and informative communication and recognition campaigns for new, returning, veteran, and lapsed members.
• Oversees the operations for ALA’s online communities.
• Monitors the use and delivery of member benefits, continuously auditing benefits to assess value.
• Leads and develops a high-performing member services and development team.
• Develops and oversees the department’s budgets, monitors, and reports on activity, manages expenses to budget, and makes recommendations for adjustments as needed.
• Serves as liaison to the Membership Development Committee.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• 7-10 years of progressive leadership experience supporting the membership operations for an Association or non-profit organization
• Bachelor’s degree
• Expert application of membership analytic tools
• Expert knowledge of iMIS or equivalent association management/CRM platform.
• Demonstrated membership development experience; global membership development a plus.
• Advance MS Office user
• Experience supervising, leading, and developing staff.
• Volunteer management experience
• Excellent verbal and written communication skills

PREFERRED COMPETENCIES AND ATTRIBUTES:

Executive Leadership Presence and Influence:

• Works naturally and comfortably with senior leadership, presenting with ease and influence.
• Collaborates with individuals and teams. Adapts communication style accordingly to gain trust; demonstrates strong understanding of business acumen.
• Assigns work to appropriate staff; monitor progress of assignments and responsibilities, including quality and accuracy of deliverables; follows-up and provides feedback and guidance as necessary. Proactively and appropriately plans resources, including budget and staffing, for projects. Effectively manages project timelines and resources, prioritizing to achieve deliverables.
• Exemplifies ALA’s Core Values; demonstrates dependability, honesty, integrity, trustworthiness, and credibility; models appropriate behavior and follows ALA’s policies; accepts responsibility for own actions; upholds ethical standards even in the face of opposition.
• Understands audience agenda and preferences and communicates in a manner that elicits support for or acceptance of a product, service, or idea. Demonstrates the ability to secure audience confidence and support.
• Responsible for and responsive to individual, Team, and project management

Strategic Agility:

• Recognizes critical issues and proactively identifies and creates competitive and breakthrough strategies and plans solutions rooted in business trends, forecasts, best practices, and a deep understanding of alternative approaches. Ideas and solutions are broad in scope and less tactical in nature. Focuses on the future direction with a growth mindset.

Financial Management:

• Understands and supports short and long-term financial objectives. Demonstrates sound business financials acumen, translating business challenges into operational and strategic financial terms.