Manager, Member Experience

Position Purpose

The Manager, Member Experiences central to the global Membership team and collaborates with stakeholders in all regions in which CASE operates to manage and deliver programs and create processes that promote a positive member experience and increase engagement. The incumbent reports to the Sr. Manager, Member Engagement and manages the new member onboarding program, oversees processes that encourage the use of signature CASE benefits, and supports efforts to retain at-risk members.

Essential Functions

The core functions of this position include but are not limited to the following:

Member Engagement, Relations, and Experience

• Design and deliver monthly webinars about CASE benefits and services for new and prospective members
• Serve as a content owner and contributor for the Membership section of the CASE website, making regular updates as needed
• Design and deliver monthly webinars for primary and secondary coordinators to demonstrate and promote the use of online roster management
• Create and manage processes to encourage usage of signature CASE benefits (CURRENTS magazine, CASE Global Reporting Standards and others, TBD)
• Provides back up email and phone coverage for Membership Operations team, as needed
• Support Sr. Manager, Membership Operations in resolving member relations matters
• Support all projects that promote the growth and sustainability of CASE membership
• Periodically represent Membership at select CASE conferences (some domestic travel required)

Member Retention

• Manage the delivery and implementation of personalized, multi-channel new member onboarding program, with special focus on audiences identified by Membership leadership team
• Provides support for and coordinates the implementation of strategies to retain at-risk members
• Speak with members to discuss benefits and articulate CASE value proposition
• Support the implementation of all member engagement projects as directed by the Sr. Manager, Member Engagement

Data

• Assist members with account set up and roster updates
• Perform regular updates to member records in AMS
• Monitors select data reports to ensure accuracy and track project performance
• Utilizes business intelligence tools to monitor engagement KPIs and inform decisions about key engagement initiatives
• Champion the widespread use of tools that capture member interactions within the AMS

Fiscal Management/Budget Responsibilities/Judicious Use of Resources

• Exercises fiscal responsibility in the utilization of all CASE resources.

Liaison Responsibilities  

• Works cooperatively and diplomatically with all divisions and regions.
• Liaises with CASE colleagues in other parts of the world to ensure 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.

Position Requirements

Education and Experience:

• Bachelor’s degree in marketing, advertising or related field + 3-5 years’ member engagement and/or marketing experience, preferably at a non-profit trade association
• Experience managing multi-channel, behavior-based membership campaigns
• Prior experience in membership engagement role, with knowledge of membership best practices
• Experience working in a global or international organization
• Expertise working with databases, CMS/AMS systems (Personify, a plus)
• Familiarity creating/improving member/user journeys
• An interest in educational advancement across the regions in which CASE works

Skills and Abilities:

• Strong public speaking and presentation skills
• Superior writing skills, with fluency in English and Spanish (other languages, a plus)
• A strong commitment to contributing to an organizational culture that celebrates diversity and inclusion
• Ability to think quickly, effectively and, creatively to solve problems, handle multiple projects, determine priorities, and meet deadlines
• An understanding and interest in engaging with a broad range of cultures and countries
• Strong project management, research, and analytical skills
• 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 members and internal team members
• High degree of comfort communicating with members about their experience to optimize satisfaction and retention

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.