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Director, Digital Engagement and Member Experience
4 months ago
In this position, you will work with a talented team of professionals committed to advancing the mission of IAEE and the Center for Exhibition Industry Research. The culture of the organization is one that draws many candidates. We operate with a growth mindset and data driven decisions. We prefer candidates be located in the DFW Metroplex but will consider remote for the right person.
The Director of Digital Engagement and Member Experience is responsible for the association's digital and data tech stack and driving membership growth and retention strategies that align with the association's strategic objectives. The Director is also responsible for the day-to-day management of member and customer engagement journeys. Serves as a staff liaison to various committees and builds a strong membership culture within the association. This position reports to the Senior Vice President.
Digital Strategy and Data Management
- Oversee customer journey through all digital assets of the association.
- Maintain the integrity of all data within the business operating systems including but not limited to; AMS, LMS, marketing software, registration software, online member community, job posting platform, survey, and BI tools.
- Develops and maintains utilities for checking data; importing data; troubleshooting and support; and ongoing review of database accuracy.
- Overall responsibility for data integration. Administration and maintenance of any SSO and full integrations including the association’s forums, external websites, mobile app integration, event registration and floor plan integrations, and members-only section with member passwords and accessibility.
- Analyze membership data and trends to deliver actionable insights to support and drive operational and strategic advancements across the organization.
- Designs and maintains dashboards and reports that are intuitive, clear, clean, and easy to understand.
- Document processes and procedures for all data management tools.
- Identify target demographics and market segments for membership growth.
- Maintain the integrity of the Association’s Member Management System through weekly and monthly audits.
- Create user processes and procedures for all business systems, as necessary.
- Identify gaps in Association offerings and contribute to the development of relevant content and activities to enhance member growth.
- Identify opportunities and collaborate with colleagues to enhance member benefits and services offered by the Association.
- Manages all aspects of system configuration, maintenance, testing, upgrading, and customization of association management software.
- Provide technical assistance as needed to AMS users within the Association.
Membership
- Manage the Membership Department, providing leadership, guidance, and support to ensure efficient operations and the achievement of departmental goals.
- Develop and execute comprehensive membership recruitment and retention plans in alignment with the association's strategic plan.
- Implement strategies to engage and retain existing members.
- Establish and maintain relationships with current and prospective members, promptly responding to inquiries and concerns.
- Identify opportunities and collaborate with colleagues to enhance member benefits and services offered by the Association.
- Directs overall messaging for recruitment of new members and writes and edits communications used in recruitment campaigns and targeted outreach efforts.
- Directs overall messaging for new member onboarding campaigns for all new members and writes and edits communications used in recruitment campaigns and targeted outreach efforts.
- Oversees ongoing development and awareness of membership benefits among current members through a variety of channels.
- Support the Community Engagement Manager in maintaining the Association’s e-communities and monitoring member engagement, collaborating on methods to increase engagement if necessary.
- Collaborate with all departments to support organizational initiatives and projects.
- Staff liaison to committees as assigned.
- Support the Senior Vice President in various engagement initiatives, ensuring alignment with organizational objectives.
- Perform other duties as assigned.
- Responsibilities associated with this position will change from time to time under the association’s needs. The incumbent may be required to perform additional responsibilities from those set above.
Relevant Experience:
- Five years of work experience in association management.
- Two-three years of database management experience.
- Two-three years of experience leading data integration projects.
- Five years of experience working with membership growth strategies within associations.
- Advanced proficiency in Microsoft Word, Excel, and Outlook as well as experience using web-based data collection systems and other databases.
- Two-three years of experience working with outcome measurement tools, creating reports, and conducting data analysis.
Competencies:
- Strong and effective communication skills, both verbal and written, along with excellent presentation and facilitation skills to small, large, and diverse groups.
- Ability to lead and collaborate with others.
- Ability to identify issues, problem solve, prioritize, multi-task, and delegate assignments to strengthen overall company performance with limited supervision.
- Knowledge and use of technology to maintain and improve outcome assessment, surveys, reports, and audits.
- Demonstrates ability to manage time and projects efficiently.
- Ability to troubleshoot and resolve basic hardware and software challenges.
- Results driven.
- Excellent people skills and the ability to collaborate with diverse members.
- Ability to work collaboratively and cross-departmentally.
- Strong facilitative leadership skills, including the ability to encourage initiative and cooperation among members.
- Customer service skills of the highest quality to all IAEE stakeholders.
- Knowledge of association business systems preferred or equivalent – ClearVantage, HubSpot, Elevate, Association Analytics, and Higher Logic.
- Critical and analytical thinking skills.
- Demonstrate strong organizational skills and be detail oriented.
- Ability to self-motivate and meet deadlines.
- Intense desire to learn.
- Ability to express complex technical concepts effectively, both verbally and in writing.
- Ability to multi-task in a fast-paced, changing environment.
Physical Requirements:
- While performing the duties required of the Director position, there will be a requirement to sit, use hands and fingers, handle and feel objects, tools, or controls, talk, and hear.
- The employee is frequently required to reach with hands and arms.
- The employee is occasionally required to stand, walk, stoop, kneel and crouch.
- The employee must occasionally lift and/or move up to ten pounds.
- Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, depth vision, and the ability to adjust focus.
Behavior and Attitude:
- Maintain a professional, service-oriented attitude with staff, members, non-members, the press, and the general public.
- Maintain a professional appearance, including professional attire when interacting face-to-face with stakeholders.
- Possess excellent telephone etiquette skills.
- Respond positively to directions.
- Participate as a cooperative collaborator with the staff and possess a collaborative philosophy.
- Must contribute to a positive work environment.
- Able to work independently and utilize personal initiative and creativity.
