The Manager, Member Services intimately understands how data drives decisions and growth opportunities and is passionate about data hygiene. A thinker and a doer, we seek a professional as adept at engaging members as they are at developing and executing plans. This position manages our membership during an exciting time of change and growth and will be instrumental in ensuring the success of our new membership model (launched in Q4 2020). The position reports to the Executive Director but will coordinate closely with the Deputy Director and the Communications Specialist to ensure targeted communications and a robust engagement strategy for our membership. In addition, the Manager will focus efforts on maintaining and growing membership while finding efficiencies and improving our effectiveness in membership processes. The Manager, Member Services will also support all membership-related activities such as the Awards & Scholarship Program, Education Committee in collaboration with the Deputy Director, and our Career Center.
Specific Responsibilities include:
1. Membership Operations
Manage the Data Governance Plan, which ensures the maintenance of accuracy of database records, including contact information, company rosters, managing duplicates, and merging records.
Processes all member joins/renewals/rejoins.
Develops and refines member/customer market segmentation via analysis of AMS, LMS, and Events registration data.
Produce weekly/monthly/yearly membership reports for the Executive Director and Board as requested, including maintaining the Membership KPI Dashboard.
Assists Executive Director with annual membership budget in collaboration with Communications Specialist.
Liaises with AMS and related vendors to ensure seamless membership operations.
Coordinates with Communications Specialist to develop queries that drive effective marketing automation.
2. Recruitment and Retention
Look for ways to innovate messaging and branding of our new membership model, which includes the migration to anniversary membership terms.
Collaborates with Communications Specialist on member recruitment, retention, and engagement campaigns.
Develop membership and career journey maps utilizing NSH’s data and secondary data sources such as the ASCP Wage and Vacancy surveys, the Bureau of Labor Statistics, and the CAP/NSH HQIP program.
Analyzed data to generate new leads, ideas, and opportunities for membership and/or program growth.
Manages the marketing and data strategy to recruit and retain members in collaboration with the Communications Specialist. Includes managing relationships with internal and external service providers to ensure the highest level of service. Analyzes recruitment and retention reports to develop campaigns and track results.
Attends and staffs exhibit booths at allied organizations and State Societies as requested by the Executive Director.
3. Committees/Program Management
Staff liaison to Education Committee, in collaboration with the Deputy Director
Drive Educator/Instructor membership by increasing value to educators through resource and program development.
Drive student membership via collaboration with NAACLS approved schools
Staff liaison to the Awards Committee.
Review award and scholarship criteria to drive relevance.
Manage opportunities to increase awards program sponsorship and funding.
Awards and Scholarship program oversight.
Coordinate with Communications Specialist to marketing and drive nominations and submissions.
Membership Task Forces, and as assigned by the Executive Director.
Direct responsibility for Career Center and related revenue generation.
4. Interpersonal skills
Motivate committee and volunteers to complete annual agreed-upon objectives.
Build group dynamic to achieve a common goal.
Honor the individual and their value to NSH.
Communicate ideas effectively and concisely.
Practice active and attentive listening.
Resolve conflicts and build consensus.
Be flexible in managing individuals and groups.
Model ethical behavior.
Supports the overall goals of the Society by performing duties as assigned.
5. Other Duties
As assigned by the Executive Director
Position Qualifications and Requirements
Bachelor’s Degree in Communications, Marketing or Business, or related degrees, preferred, and 5 years related experience. Will consider relevant experience in place of bachelor’s degree.
CAE preferred or willing to earn the CAE credential.
Strong customer service skills and good judgment.
Familiarity with drafting marketing copy for membership associations.
An understanding of analytics and a proactive approach to making recommendations grounded in data.
Knowledge of data-driven marketing, member services, and budgeting.
Self-motivated and able to work with minimal supervision in a virtual environment.
A dedicated workspace is required for full-time telework.
General comfort with using/learning technology platforms. Knowledge of Euclid ClearVantage (or other AMS), Higher Logic, and Learning Management Systems is a plus.
Exception organization skills, the ability to handle multiple projects.
Preference for completing projects over starting projects.
Analytical and assessment background, particularly around membership and marketing campaigns.
Strong Personal Computer (PC) skills, including Microsoft Office (Outlook, Word, Excel, PowerPoint), Internet research experience, a basic knowledge of any Content Management System (CMS), and basic PC troubleshooting.
A willingness to take a responsible risk, a desire to innovate, and the patience to bring others along with you.
Telecommuting is allowed.
Additional Salary Information: Benefits include vacation, sick leave, health care, accidental death & dismemberment Insurance, life insurance, and long-term disability.
About National Society for HIstotechnology
The National Society for Histotechnology is a non-profit professional society representing 3,000 practitioners in the discipline of histotechnology. The NSH Office consists of 5 people headquartered in Ellicott City, MD, with all employees working remotely.