The Council for Advancement and Support of Education (CASE) is recruiting for a Director, Membership Systems, reporting to Senior Director, Information and Membership Systems.
CASE is a global not-for-profit and membership association whose vision is to advance education to transform lives and society. Its mission is to inspire, challenge and equip communities of professionals to act effectively and with integrity to champion the success of their institutions. Advancing education in over 3,700 member institutions, CASE has 88,000 individual members in 82 countries.
Broad and growing communities of professional practice gather under the global CASE umbrella. Currently these include alumni relations, development services, digital, communications, fundraising, government relations, marketing and web. Individual members are at all stages of their career and may be working in universities, schools, colleges, cultural organizations or other not-for-profits. CASE membership also includes many corporate partners. CASE uses the intellectual capital and professional talents of an army of volunteers to advance its work.
Headquartered in Washington, DC, CASE works across all continents from its regional offices in London, Singapore and Mexico City. CASE works to achieve a seamless experience for all its stakeholders: particularly its members, volunteers and staff. Working together across time zones and borders, CASE staff in all offices seek to make the ambitious OneCASE aspiration a reality.
The Membership Systems area is responsible for creating and executing recruitment and retention campaigns, as well as for providing all services that are directly related to the membership experience. This area will be overseen by the Director, Membership Systems who will have four direct reports, the Sr. Manager, Member Support, the Manager, Member Support, the Manager, Membership and the Senior Coordinator, Membership.
The Director, Membership Systems provides leadership in membership and member support areas to deliver a consistent, high-quality and relevant member experience to educational institutions and communities of professionals advancing education around the world; strengthening CASE’s position in the global marketplace. The incumbent will direct the day-to-day operations of the membership function and the CASE Member Support area, including:
Recruiting and retaining CASE institutional members worldwide in keeping with the strategic plan; In collaboration with the CASE Global Membership and the CASE Member Engagement teams, strengthening CASE’s position in the global marketplace as the leading provider of professional resources, products and services for professionals advancing education;
Building awareness of the benefits of CASE membership and of the value of CASE products and services among current and prospective members and partners;
In collaboration with the Senior Director of Information and Membership Systems, developing and managing pricing strategies to maximize net return to CASE;
Oversight of the day-to-day operations of Member Support area that responds to all customer inquiries and processes orders in support of a $22 million annual budget;
Serves in a key account management role supporting 8 large annual District conferences and 3 Special programs. Including developing registration workflows, producing badges and rosters, providing weekly reporting and managing the onsite registration processes.
The core functions of this position include but are not limited to the following:
1. Membership Development and Innovation
Serve as Product Director for the Membership Product.
2. Membership Operations
Create and manage $8+ million annual membership dues revenue budget.
Lead the development and successful implementation of a multi-year tiered membership dues pricing model (already in progress).
Support the online membership join/renew/manage roster portal and other tools that facilitate membership retention.
In conjunction with the Marketing, Member Engagement and Global Membership teams, develop multimedia engagement materials for membership coordinators.
Manage membership team in day-to-day operations including invoicing, payment processing and collections.
Oversee monthly global membership reports.
Oversee all membership product set-ups in AMS.
Create and develop membership-related reports and analyses for senior-level staff and volunteers.
Closely monitor member recruitment and retention metrics to ensure maximum staff efficiency and resource utilization.
3. Membership Engagement, Recruitment and Retention
Lead the development of a new member (institutional and individual) onboarding program including development of multimedia materials.
Manage member retention programs.
In collaboration with Marketing and Communications colleagues, as well as the Member Engagement and Global Membership teams, develop and implement member recruitment campaigns and strategies.
In collaboration with Marketing and Communications colleagues, as well as the Member Engagement and Global Membership teams, oversee membership and recruitment and training tools and materials such as membership brochures and online resources.
Provide input for website content about membership benefits.
Ensure oversight of the membership exhibit booth at District and Special Programs conferences.
4. Membership Research and Product Development
Lead market research initiatives related to membership including:
Dues pricing and price elasticity.
Define, collect and analyze member satisfaction measurements.
Continuously refine and manage member benefits package.
In conjunction with Global Impact colleagues, lead the global market potential analysis/new market development.
In consultation with the Senior Director of Information and Membership Systems, lead the membership product development in potential new membership categories (e.g. small-sized non-profit category, etc.).
Stay current on latest trends and data related to membership organizations, membership models, analytics and recruitment and retention strategies.
5. Member Support (Customer Service) Management and Operations
Oversee operations of the Member Support team to ensure exceptional customer service levels for all inquiries from members, customers, staff and vendors. Coordinate staffing schedules to provide support for membership program and other departments as needed, including:
Oversee the operations and expense and revenue budgets of the member support team.
Serve as a key stakeholder in managing the Association Management System (Personify). In collaboration with the Director, Database Standards and Procedures, this position plays a significant role in managing the operation, quality and input of data in the Association Management System.
Ensure the highest standard of efficient and friendly service for customers, members, visitors and CASE staff with the goal of exceeding expectations with immediate and high quality information and service performance.
Lead the development and utilization of new technologies such as Kayako email ticketing system (with IT support) across all divisions to further enhance the management of customer support and responses.
Ensure development and regular reporting on key customer service metrics (e.g. email and telephone volume, response times and satisfaction.)
Develop continual improvement strategies for customer engagement based on analytics and research.
Oversee continual improvement of customer service technologies that allow for enhanced member engagement.
Stay current on latest trends and data related to customer service operations and benchmarks.
FISCAL MANAGEMENT/BUDGET RESPONSIBILITIES/JUDICIOUS USE OF RESOURCES
Develops and implements plans to maximize sales revenue for CASE, working across all operational divisions.
Develops, gains approval, and manages the annual budgets for membership dues with recruitment and retention activities.
Develops, gains approval, and manages the annual budgets for the member support area.
Exercises fiscal responsibility in the utilization of all CASE resources.
Exhibit appropriate leadership toward and works cooperatively and supportively with all volunteer groups for which this position is responsible. Serve as staff liaison to the district membership chairs committee, including coordination of bi-annual conference calls, oversight of volunteer position descriptions, regional membership program guidance and support and maintenance of regular membership communication and updates.
Support the Volunteer and Member Engagement team by managing operational aspects of membership.
Collaborate with CASE colleagues in other parts of the world to ensure the best sharing of ideas, expertise and knowledge.
Supervise staff members who report directly to this position and hold direct reports responsible for the manner in which they perform their work. Oversee hiring, training, ongoing communication, and evaluations of those individuals.
Ensure that plans and programs are in place 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 to the organization.
Serve as key member of Operations Division management team.
OTHER DUTIES AND RESPONSIBILITIES AS ASSIGNED BY SUPERVISOR
Incorporate tasks and/or projects as informed by the CASE Strategic Plan.
Education and Experience:
Bachelor’s degree plus 7 or more years’ experience in association membership, marketing, and management with supervisory experience. Graduate degree in business or CAE desired. Experience with a professional association or educational institution; experience in international marketing; and experience marketing member services and programs preferred. Educational advancement (alumni relations, communications, fund raising) experience strongly preferred. Some travel required.
Skills and Abilities:
Outstanding management and marketing abilities; excellent communications skills, both written and oral; strong interpersonal skills and the ability to work well as a team member and leader; initiative and a positive attitude; good judgment; demonstrated knowledge of market research and an array of marketing tools, including the web. Ability to effectively interact with volunteers as well as current and prospective members. Advanced experience with association management systems; Personify experience required. Proficient in Microsoft Office suite, including Excel, Access and PowerPoint.
Interested candidates should CLICK HERE to apply. Applications MUST include a résumé and cover letter with salary requirements and/or salary history indicated on the cover letter. Applications without the required skills and experience or salary requirements will not be considered. Preference may be given to applications received by January 31, 2018.
About Council for Advancement and Support of Education
The Council for Advancement and Support of Education (CASE) is a professional association serving educational institutions and the advancement professionals who work on their behalf in alumni relations, communications, development, marketing and allied areas. CASE helps its members build stronger relationships with their alumni and donors, raise funds for campus projects, produce recruitment materials, market their institutions to prospective students, diversify the profession, and foster public support of education. Key facts about CASE:
Founded in 1974 as the result of a merger between the American Alumni Council and the American College Public Relations Association
Maintains headquarters in Washington, D.C., with offices in London (CASE Europe, 1994), Singapore (CASE Asia-Pacific, 2007) and Mexico City (CASE Latina America, 2011)
Is one of the world's largest nonprofit educational associations in terms of institutional membership
Includes more than 3,670 colleges and universities, primary and secondary independent and international schools, and nonprofit organizations in more than 82 countries around the globe
Serves nearly 81,000 advancement professio...nals on the staffs of member institutions
Led by volunteers with more than 4,850 advancement professionals serving as board members, speakers, authors, conferences planners and more