Associate Director, Membership Operations

Summary:
Support the International Foundation's membership by implementing a comprehensive member acquisition and renewal strategy, resulting in high engagement and retention rates. This includes overseeing all membership enrollment and renewal processes, ensuring effective and efficient member support, managing CRM platform and data, and managing a strong customer service team.

Additionally, this role is responsible for handling any systems issues that arise, preparing and managing membership and other data reports while implementing best operating practices to drive continuous improvement, innovation, and excellent member services and customer experiences.

Essential Duties and Responsibilities:
This Position Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

DATA MANAGEMENT AND REPORTING. Serve as the primary data management professional within the membership services team, assuring that all membership data housed within the CRM and other organizational systems is accurate and reports of membership trends are run and analyzed on a consistent basis.

• Demonstrate a deep understanding of the membership systems, structure and its related processes within the Foundation's CRM; actively managing data, suggesting process efficiencies to maximize the members' experience and providing relevant reporting for leadership and other staff.
• Conduct and report on renewal-based and other periodic audits to ensure accuracy of the organization's information.
• Create, aggregate, and interpret available member/nonmember data into reports for internal purposes as well as for external (member or partner) requests, providing data-driven insights that can inform the recruitment and retention strategy.

MEMBERSHIP SERVICES and ADMINSTRATION. Responsible for the oversight and direction of exceptional customer service and account management within the International Foundation to ensure timely, professional and empathetic interactions.

• Create, direct, and manage the overall operations of the customer service department. This includes oversight of the response to all membership account inquiries and services related to log-ins, technical issues, identification or location of resources or courses, membership or order status, payment status, updating rosters for group memberships, and providing training/support in navigating our systems/website.
• Supervises, mentors, and directs customer service staff as required, including staffing, training, and performance management. Set expectations and directions for service levels, productivity, and accuracy. Ensure appropriate procedures and protocols exist for monitoring individual performance and development. Communicate a shared vision, ensure a positive coaching culture exists, energize and empower staff, and manage conflicts that may arise within or outside of the team with inclusion and collaboration.
• Serve as an International Foundation internal ambassador, coaching on CRM functionality and delivery of exceptional customer service on the Foundation's products, including member services, e-learning products, and CEBS customer support.
• Maintain a deep understanding of the transactional processes that customers must go through to engage with Foundation products and continuously find ways to improve this process.
• Ensure that all customer transactions and outreach are accurate, effective and met with timely and empathetic support.
• Field, resolve, and/or forward all escalated complaints or concerns.
• Lead the coordination and management of membership status and renewals processes, which includes ensuring that the CRM is functioning accurately, coordinating timing with communications, and engagement campaigns (CRM and email) to ensure friendly and accurate messaging.
• Maintain a thorough understanding of product lines outside of membership that are supported by the Customer Service team as it relates to transactions and customer support inquires. Manage membership webpages, access points, and platforms, ensuring accuracy and ease of use.
• Responsible for providing back-up and training, including creating clear and accessible SOPs, to the customer service representatives.
• Have a baseline understanding of member services and be able to help members navigate these services, escalating to others on the member experience team as necessary.
• Prepare annual budgets and financial projections. Produce weekly and quarterly reports on membership counts, renewals, demographics, and trends.

ENGAGEMENT & OUTREACH. Lead membership engagement through regular communications and campaigns with a focus on membership retention and revenue growth.

• Partner with the Membership Experience and Outreach teams to coordinate and execute outreach campaigns, to facilitate membership onboarding and retention outreach, to assist members with navigating member services, to call members directly regarding membership status, and to help create customized experiences based on membership type and level of engagement.
• Partner with the marketing and communications teams on membership marketing campaigns and communications, ensuring messaging is accurate and aligned with the membership joining/renewing process.
• Leveraging knowledge of members' behavior, provide recommendations for altering established member communication pacing and messaging, working with the broader membership communication team.

OPERATIONS LEADERSHIP. Foster excellent partnerships with multidisciplinary teams to optimize membership efficiencies and customer experience. Lead collaboration between Registrations, CEBS, Finance, IT and other stakeholders to create efficient and effective transactional experiences with the organization.

• Serve as lead to effectively advance, improve, and streamline the customer service experience. Manage workflow and guide the team through planning, analysis, and implementation.
• Evaluate processes and procedures and suggest methods to improve operations, efficiency, and service to both internal and external customers.
• Work with IT Support (internal and external) to troubleshoot, report, and/or escalate technical issues with the organization's systems and/or member-facing portals/resources.
• Serve as a departmental stakeholder in organizational projects, system implementations, and operational efficiency initiatives.
• Work with member-facing team leaders of affiliate organizations to ensure a consistent approach to member services, recruitment, retention, and team management.

Supervisory Responsibilities:
This position has supervisory/management responsibilities for the staff working in the Customer Service department.

Requirements

Required Education/ Experience: The International Foundation will always consider candidates with an equivalent combination of education and relevant experience.

• Bachelor's degree in business administration, business management, communications, human resources, or similar field is required.
• Minimum of five (5) years in customer-facing positions where customer service and/or dedicated account management has been a significant portion of the role(s).
• Minimum of five (5) years in-depth experience using a CRM platform (or other similar centralized data program such as an ATS, LMS, or HRIS) with expert level understanding of systems and ability to quickly learn evolving data systems.
• Must have experience with operational/financial budgeting and data analytics to create meaningful reporting at a department level.
• Some experience in generating ideas for marketing communications to raise awareness (internal or external) is helpful but not required.
• Some experience in cash handling or processing payments (e.g.: billing, invoicing, bank telling, or cashiering at point of sale) is helpful, but not required.
• Knowledge of employee benefits is a plus.

Minimum Qualifications/Skills:

• Customer-centric, "members first" mentality and helpful demeanor, supported by a track record in delivering exceptional customer support, building long-term relationships, and demonstrating sound judgment, empathy, and active listening skills.
• Tech savvy with demonstrated ability to quickly learn new technologies, processes, and products as well as assist customers/members with basic virtual trouble-shooting.
• Excellent interpersonal communication skills, both verbal (face-to-face and by phone), and written (email and chat), with ability to effectively engage with members from a wide variety of backgrounds, industries and professions.
• Proven ability to clearly and concisely describe relevant products and services to customers/members based on their specific needs and/or situations.
• Strong attention to detail and impeccable follow-through in executing standard operating procedures (SOPs).
• Must proficiently work independently and properly prioritize and manage one's own workload; as well as possess the ability and willingness to work collaboratively as part of a team to accomplish organizational objectives.
• Must have working knowledge of CRM systems (preferably Microsoft Dynamics) and a strong background in Word, Excel, and other Microsoft Office programs. SQL query writing and SSRS experience and/or other analytical tools is a plus.
• Additionally, experience with Microsoft 365, UX8, SmartSheet and SharePoint is helpful - but will train the right candidate.
• A self-motivated, detail oriented professional with a strong work ethic, and a results-driven mindset, capable of independently leading projects from concept through execution. Proven ability to coach and develop direct reports, and demonstrated experience driving teams toward high productivity and sustained performance.
• Strategic thinker with strong analytical skills and the ability to capitalize on growth opportunities and use data to transform ideas into executable programs.

Travel Requirements: This position may intermittently require that the individual travel for work; but only up to 10-15% of the time.

Hybrid Work Environment: This position is expected to work from our corporate headquarters office in Brookfield, WI. This is an environment with typical office conditions, including lighting, noise, seating and equipment. New hires are expected to be fully onsite during the training period. Then, once fully trained, the Foundation operates on a 60/40 Hybrid schedule; with 60% being onsite at our headquarters in Brookfield (Tuesdays, Wednesdays, and Thursdays); and up-to 40% being optionally remote (Mondays and Fridays) and as business needs allow.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, or crouchThe employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. The above statements reflect the general details necessary to describe the principal functions of the occupation described and shall not be construed as a detailed description of all the work that may be inherent in the occupation.

COMPENSATION, PERKS & BENEFITS:

COMP: The annual salary range for this role starts at $65,000, depending on experience

Our incredible benefits package includes a comprehensive and affordable medical plan (which includes 24/7 Teledoc), vision plan, dental plan, FSA (medical and dependent care), Employee Assistance Program (EAP), long term disability, short term disability, ample PTO (vacation, sick, holidays) and more Our retirement plan includes a defined benefit (pension) plan AND a non-elective company 401(k) contribution AND a 401(k) matching contribution. Unique organizational perks include free Milwaukee County Zoo passes, an on-site fitness center with yoga, stretch, and strength training classes, mindfulness sessions, a bocce league, game nights, and even a cribbage club to name a few

ABOUT US:

The International Foundation of Employee Benefit Plans is North America's largest membership organization for those who work with employee benefit plans. The Foundation's employees make a HUGE impact on the livelihoods of millions of workers across the U.S. and Canada because of the work we do in providing education and research to the benefits community. Employees enjoy an outstanding benefits package, unique employee perks, creative and caring co-workers-all within a family-friendly workplace. Speaking of workplaces, the Foundation is tucked into a 15-acre wooded slice of nature in the heart of Brookfield. We're small enough for you to have ongoing, meaningful impact on the organization but big enough to make international news. Visit us at www.ifebp.org or connect with us on the socials.

PRE-EMPLOYMENT CONTINGENCIES:

All at-will offers of employment issued by the International Foundation are contingent upon a successful completion of: background check, employment history verification, education verification (as applicable by position), credit check (as applicable by position), motor vehicle records (MVR) check (as applicable by position), 3-5 professional references, and completion of the Federal I-9 and E-Verify process to demonstrate eligibility to work for the IFEBP.

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Salary Description

Range starting at $65,000, depending on experience

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