Managing Director, Membership Strategy & Services - Washington , Washington DC, United States, 20301

This is a senior management position on the Member & Component Resources team with operational responsibility for developing, implementing and monitoring programs and processes that promote and sustain membership. The Managing Director provides leadership for creating a vision for member growth, retention, engagement and value and collaborates with components and staff to maintain and grow a strong membership base. This position leads the Membership Strategy and Services department, ensuring integration of the department's work with the Institute's objectives by focusing on trends affecting membership and increasing member value. This position is responsible for overseeing the billing, collection and processing of over $50M in AIA national, state and local membership dues and CES providers fees. Job Duties: Membership Strategy Membership Marketing: Work collaboratively with Brand & Creative & Product Strategy teams to ensure that membership campaigns and support systems are integrated with program development, reflect AIA's priorities and respond to the existing and anticipated needs of members and prospective members. Develops strategies to broaden the AIA membership base. Provides strategic direction and management of new membership recruitment, retention and win-back of former members to strengthen the AIA's market penetration. Leadership, Committees and Work Groups -- Identifies and frames issues to be reviewed by leaders, committees, and work groups relating to member recruitment, retention, engagement, membership categories and dues structures. Prepares membership dashboard report for AIA leadership and Board of Directors.Project Management- Manages initiatives for membership strategy and service to ensure coordination, execution, implementation, control and completion of projects and guaranteeing consistency with department strategy, commitments, and goals. Operations Management Membership Database Management - Responsible for the AIA's membership database to meet the processing and data needs of the national, state and local components. Assures an accurate centralized membership records database and a timely dues collection system for national, state and local component dues from the entire membership base. Ensures the accuracy of membership database information and centralized dues billing and collection for all 216 chapters. Component Resources - Manages membership business processes with a focus on component issues and practices, develops vehicles to communicate policies and procedures, solicits feedback and benchmarks satisfaction. Analyzes and reports components recruitment and retention results. Dues Invoice Administration - Accountable for the generation and collection of $45m annual national, state and local membership dues revenues. This includes the management of the processes and systems involved with the dues invoicing, payment processing and collections efforts to support all local, state, and national dues. Ensure Collections and Bad Debt objectives are met and support revenue objectives. Identify strategic initiatives to support long term revenue growth and lower operating costs. Reporting, Research & Analyses - Obtains, analyzes and disseminates data dealing with current membership trends, projected demographic changes, population shifts, etc. in order to develop, articulate and implement the strategies to meet the challenges of a changing membership environment.Membership Call Centers- Ensures that the Membership Call Center Operations team provides the highest quality customer/member service standards in responding to members and component staff questions and inquiries on membership and other issues. Job Board - Career Center- Manage the operational support for the online service that enables users to easily, search available jobs, post resumes, and advertise for new employees. General Management Serves as the AIA subject matter expert for all membership related issues, strategic and operational.Responsible for nearly $19M national revenue and a $1.6M expense budget. Directs Membership Strategy & Services staff team of twenty full-time employees. Prepares management reports and other documents. Handles or leads special projects as assigned by the Senior Vice President Member and Component Services. Frequent contacts:MembersSr. VP and Member & Component ResourcesAIA Executive OfficeAIA Senior Leadership TeamBoard of DirectorsAIA national and component staffVendorsAIA Technology Services & Solutions TeamAIA Product Strategy TeamAIA Brand & EngagementAIA Professional Development & Resources Team (Continuing Education Providers)Members of the public Job RequirementsDemonstrated skill in leadership and visioning. Demonstrated proficiency and experience in customer service with high standards of timeliness and responsiveness. Skill in correctly identifying and defining objectives and developing plans to accomplish programmatic and fiscal goals. Outstanding project management and analysis skills. Excellent interpersonal skills, including collaborative problem solving and conflict resolution. Ability to interact effectively in an individual membership environment, recognize and identify member concerns, analyze issues and concepts to correctly frame a problem and develop recommended solutions. Skill in the use of supporting technologies. Bachelor's Degree in Business, Management, or related field plus -a minimum of twelve years relevant membership management including services and/or member relations management experience, strategic planning, and program administration in an association environment. Strong marketing background, membership systems skills, and supervisory experience also required. Experience in the Architecture, Building, or Engineering industry preferred. Supervisory RequirementsA team of 20 employees