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Manager, Member Relations

Company: Air & Space Forces Association
Location: Arlington
Posted on: September 23, 2022

Job Description:

Job Summary:

The Manager of Member Relationsleadsthe membership program, including customer service, database administration, membership marketing, and events. Under the supervision of the Vice President, the Manager works with internal partners and external vendors to facilitate membership activities, relations, and processing, while providing customer service as needed. They is assists with administering the program's budget and may recommend or develop new programming or services. The Manager may provide supervision and guidance for the Coordinator(s).

Essential Functions:

Customer Service (approximately 30% of effort):

  • Directly provide and oversee all aspects of service for current and incoming member
  • Train staff to process new and existing members and maintain appropriate records.
    Database Administration (approximately 30% of effort):
    • Serve as the primary point of contact and administrator for Salesforce.
    • Provide statistical reports monthly and by request on current membership data.
    • Maintain data integrity through proactive analysis and problem resolution.
      Membership Marketing (approximately 15% of effort):
      • Create engaging membership content to help improve and maintain retention and recruitment.
      • Ensure marketing materials in all channels and mediums are up-to-date and create marketing material for internal and external use.
      • Oversee Membership materials inventory and track recorders.
        Membership Recruitment Events (approximately 15% of effort):
        • Manage Membership presence at events by coordinating a membership table or booth, and providing marketing material and resources for payment processing.
        • Ensure event presence is staffed accordingly.
          Other Duties as assigned (approximately 10% of effort):
          • Mail or email invoices and materials to members.
          • Other tasks as assigned.


            Education and Experience Required:
            • Bachelors' degree in business, communications, marketing or related field or equivalent work experience.
            • At least 2 years of relevant experience in customer service, membership management, or similar functions.
              Education and Experience Preferred:
              • Experience managing a membership or subscription function.
                Department Core Competencies:

                • Strategic Planning
                • Business Acumen
                • Problem-Solving
                • Consultation
                • Critical Evaluation
                  Knowledge, Skills, and Abilities Required:
                  • Knowledge and understanding of membership programs and their administration.
                  • Salesforce or other CRM administration experience.
                  • Experience or ability to supervise people and functions, including complex systems and budgets.
                  • Strong customer service orientation and skills.
                  • Strong organizational skills and ability to consistently attend to details and meet deadlines.
                  • Excellent verbal and written communication skills.
                  • Ability and commitment to act with integrity, professionalism, and confidentiality.
                  • Technical support, analytical, and problem-solving skills, or ability to develop them
                  • Ability to consistently handle telephone and email requests in a courteous and efficient manner.
                  • Proficient with Microsoft Office product suites (especially Excel and PowerPoint) and knowledge or ability to learn other computer-based systems.


                    • Health Care Plan (Medical, Dental & Vision)
                    • Retirement Plan (401k)
                    • Life Insurance (Basic, Voluntary & AD&D)
                    • Paid Time Off (Vacation, Sick & Public Holidays)
                    • Family Leave (Maternity, Paternity)
                    • Short Term & Long Term Disability
                    • Wellness Resources

Keywords: Air & Space Forces Association, Arlington , Manager, Member Relations, Executive , Arlington, Virginia

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