Senior Director, Member Services and Customer Care
Plumbing-Heating-Cooling Contractors National Association (PHCC)
July 13, 2018
Falls Church, VA
Full Time - Experienced
2 Year Degree
The Senior Director of Member Services provides leadership and strategic direction for the association’s member services, customer care initiatives; develops strong partnerships with state and local chapters and fosters leadership development throughout the Federation. Responsibilities include managerial oversight, financial and budgetary responsibility for the development of programs and initiatives in these areas.
Member Services / Customer Care
Manage the strategic direction of the Member Service and Customer Care Departments.
Develop, promote and administer affiliate services.
Maintain ongoing contact with state and local affiliates to support their recruitment and retention efforts and communicates resources of national.
Serve as liaison for the Association Executives Council.
Attend chapter meetings when appropriate to promote membership and participation in PHCC-National Association and facilitate planning sessions.
Create and implement short-and long-term programs and initiatives for PHCC’s affiliates that support the long-range plan and strengthen the federation.
Plan and execute leadership training programs for chapter executives and volunteer leaders.
Work with senior staff to develop plans to achieve the goals outlined in PHCC’s Strategic Plan, advance the image of the association and industry, improve member communication, maximize member service and satisfaction.
Promote convention attendance Serves as staff liaison for the Membership Committee and Leadership Conference Task Force, and other committees or task forces as needed.
Prepare and manage annual department budget.
Administer established departmental policies and procedures.
Lead assigned staff and maximize resources.
Perform other duties as required.
POINTS OF CONTACT
Board of Directors
State/Local Elected Leaders
Foundation Board of Directors
Committee/Task Force Chairs
Association Executives Council
Associate’s degree in business or related field. Five years of experience related to membership recruitment and retention may be substituted for degree requirement.
Background to include administration and budgeting, membership development, affiliate relations. and public speaking.
SPECIAL KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of bylaws, relevant policies and procedures
Knowledge of programs and products
Practical experience with knowledge of membership databases. netForum experience preferable.
Ability to organize and plan activities, as well as set priorities.
Ability to secure information and solve problems.
Ability to take charge and direct, develop and coordinate activities
Ability to tactfully and diplomatically modify behavior to accommodate changing conditions and situations.
Ability to use computers in a Windows environment.
Ability to travel as required.
Knowledge of the construction industry preferable.
About Plumbing-Heating-Cooling Contractors National Association (PHCC)
The PHCC-National Association, formed in 1883, provides legislative advocacy, education and training to nearly 3,500 plumbing and HVACR businesses and 70,000 technicians. Members of PHCC have access to a wide variety of services designed to increase their professionalism, grow their business and improve profitability. For more information about PHCC, visit www.phccweb.org.