Member and Affiliate Chapter Manager

2 weeks ago

Lansing, United States American Association of Naturopathic Physicians Full time

Responsibilities

Member Engagement, Programming & Customer Service

Track and assess AANP member and Affiliate (Chapter) member outreach and engagement. Collect and update regular reports (dashboards, presentations, etc.) on key metrics and assist as needed in their presentation. Respond to and coordinate all AANP and Affiliate (Chapter) membership services inquiries while providing an exceptional level of customer service. Regularly provide email support through regular monitoring and coordinated response to AANP and Affiliate (Chapter) member inquiries. Continuously evaluate and identify opportunities for internal process and systems improvements for efficient and effective member and affiliate relations and administration.

Member Retention, Recruitment, Communication and Engagement

Manage the implementation of membership marketing, recruitment and retention activities, tracking the ROI of such activities and adjusting plans accordingly. Coordinate and draft electronic communications including AANP newsletters, updates, membership appeals, etc. Manage and process dues renewals, dues billing, and any credit card resolution for all AANP and Affiliate (Chapter) member categories; coordinate and send subsequent communications regarding dues to members as requested. Assist with all AANP member retention efforts, continued targeting of lapsed members and nonmember product purchasers and event registrants. Manage all aspects of AANP & Affiliate (Chapter) new member onboarding campaigns. Assist with development of comprehensive communication programs to inform and engage members from onboarding through renewal. Collaborate with Marketing & Communications on Higher Logic and/or YourMembership AMS integrations for AANP and Affiliates (Chapters) , including the creation of new communities and distribution lists for AANP and Affiliate (Chapter) communications Manage general/regular updates to AANP and Affiliate (Chapter) member portals and website content. Independently support the Naturopathic Medical Student Association dual memberships.

Research, Reporting & AMS Oversight

Ensure data integrity and accuracy of AANP and Affiliate membership records. Verification, processing and tracking of membership and account registrations in accordance with established guidelines; provide guidance and oversight for staff assisting with the account & registration process and maintenance of online registration. Member verification for programs and benefits as requested. Create, verify, and implement member data uploads into the AMS. Create and maintain distribution lists for the Informz marketing automation system. Support member access for the Higher Logic Online Community. Collaborate with Marketing & Communications on Higher Logic needs and issues. Support IT with reporting issues and bugs with the YM AMS, creating tickets with the platform, resolving issues, and integration of AANPenabled platforms. Regularly run and create as-needed member reports for internal and external audiences, including segmenting data by specific data fields and providing analysis/overview of member data. Assist in member research projects including quadrennial membership benchmarking survey and work to develop, analyze, and report demographic information; coordinate member feedback surveys for Higher Logic Online Community, New Members, Recent Graduates and other segments. Maintain member subscription lists and ensure accurate delivery of member publication benefits in collaboration with media partners and AANP accounting, provide member counts for subscription budgeting; troubleshoot member access issues. Coordinate state licensee list purchases and protocol.

Affiliate Support

Provide communication support to Affiliates participating in Shared Services, including monitoring multiple email accounts, responding to multiple affiliate customer contact inquiries, and compiling data on number and types of inquiries for quarterly communications dashboard reports. Coordinate receipt and delivery of Shared Service quarterly newsletters content and updated membership lists to Communications Department to ensure timely delivery. Coordinate implementation of Shared Services member recruitment and retention automated messaging, monitor progress against established and agreed upon growth and retention goals. Manage Shared Services Microsite program, including onboarding new clients, coordinating content updates, and preparing quarterly usage and performance reports as needed. Assist and support development and access of/to AANP volunteer leadership education, training, and development materials. Participate in both online and face to face education and training events as needed. Provide Shared Service Board of Directors meeting administration and support, including agenda development, meeting notices, minutes documentation. Coordinate integration and administration of current and future Shared Service Program participants consistent with AANP and Affiliate agreements and policies, with focus on continuous improvement of program scalability, process improvement, enhanced member satisfaction and participation.

AANP Culture and Operations

Continuously uphold and guide AANP staff in understanding and embracing membership as a key element of the AANP’s business model and ethos.

Committees & Leadership

Assist leadership in achieving strategic objectives in membership Serve as staff liaison to AANP Committees and Task Forces as identified. Independently support the Affiliate (Chapter) Committees with agenda development, meeting scheduling, and minutes documentation; assist with the implementation of projects and programs of work. Represent AANP at appropriate Affiliate events.

Other duties as assigned

Support the coordination of major Association events, such as lobby day and the annual convention. Provide pre-convention preparation and onsite and/or virtual support for AANP Annual Convention. Attend regular staff meetings. Other duties as determined necessary by the Executive Director. College degree or equivalent work experience (5-8) years in association membership, developing detailed plans, projects, and budgets. Familiarity with AMS systems in general. Proficiency with YourMembership is a plus. Exceptional interpersonal skills and the ability to exercise considerable tact, courtesy and discretion with members, volunteers, board members, and fellow staff. Excellent verbal, written and presentation skills with ability to present information clearly, succinctly, and persuasively. Confident with Microsoft Office, database management, and manipulation of spreadsheets. Superior organizational skills with the ability to prioritize and successfully accomplish multiple projects simultaneously. Ability to work independently with a high level of initiative, self-motivation, commitment to getting the job done, and familiarity with fulfilling project-based performance objectives. Demonstrated passion for healthcare advocacy generally, and specifically natural medicine Flexible schedule to accommodate some late evenings and weekends

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