Member Services Manager

Description

Parthenon Management Group

POSITION DESCRIPTION

Position: Member Services Manager

Reports to: Senior Member Services Leader

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We are Solutionaries. 

Parthenon Management Group is an association management company offering management services to professional and trade associations. We offer strategic guidance and bring creative solutions with a vision for the future. 

The Member Services Manager supports PMG’s goals, values, and philosophy by exhibiting the following behaviors: excellence, quality service, commitment, and accountability. As a member of the PMG team, performance includes demonstration of the following accountabilities: communication, teamwork, and job knowledge. The position performs high-level administrative and management duties necessary to provide member services management to professional societies managed by Parthenon Management Group. This individual is goal-oriented with a majority focus on growing and diversifying the membership of PMG clients. The Member Services Manager is committed to collaboration to help mobilize resources through meaningful engagement. Additionally, this individual is results driven with a firm dedication to shared and measurable goals for the collective good, creating, resourcing, scaling, and leveraging strategies and innovations so that PMG remains a leader in the growth and retention of association membership. 

PRIMARY DUTIES AND RESPONSIBILITIES, include the following but are not limited to:

• Works with the Association Manager to ensure that the mission is fulfilled through society and committee programs, and community and member outreach.  
• Strategic monitoring and implementation at the membership and committee level in collaboration with Parthenon Management Group.
• Assists with the enhancement of the society's image by working closely with the Association Manager, and marketing as needed. 
• Assist with annual and other meetings related activities as needed by committees, association manager, or the meetings department.
• Oversee, manage, and implement membership benefits, services, and recognition conducted at the Annual Meeting including calls, nominations, and reviews.
• Oversee, manage, and implement year-round educational and webinar programs
• Oversees the organization of committee meetings specific to membership engagement. 
• This includes scribing a discussion overview and the preparation of official minutes of each meeting for approval by the committee chair.
• Prepares a summary of action items following each meeting.
• Follows up with the committee members responsible for accomplishing the action items and provides administrative or other assistance in accomplishing those tasks.
• Monitors progress and hold committee members accountable for results. 
• Maintaining a membership database, records, and reporting on member trends and feedback
• Prepare and report membership and field data regularly with metrics around member engagement, income, and the membership journey including: 
• Retention Rate, Acquisition Cost, Lifetime Value, & Growth/Decline Rate

Organization Mission and Strategy: Works with board to ensure that the mission is fulfilled through programs, strategic planning, and community outreach.

• Responsible for implementation of programs that carry out the organization’s mission.
• Responsible for strategic planning to ensure that the society can successfully fulfill its mission.
• Responsible for the enhancement of the societies image by working closely with other professionals, and like organizations when possible.

Organization Operations. Manage, support, plan, organize, and implement member programs, activities, and events that carry out the organization's mission, i.e., webinars, mentor programs, advertising, SIG/RIIG communication/group site/listserv.

• Responsible for effective administration of daily operations.
• Participate in regular team and department meetings to collaborate on and work through society's needs, programs, and activities
• Ensure membership systems are running effectively and working efficiently. 
• Plan and manage communication with members, including ensuring that communications are accurate, timely, and consistent 
• Responsible for operating within the approved budgets for committee programs and ensuring maximum resource utilization
• Oversee the maintenance of the organization’s website.
• Collaborate with the PMG marketing department to develop materials and social media plans and implementation. 
• Work with Senior Member Services Managers to develop and implement membership campaigns and media marketing. 

Additional duties as required:

• Support Association Manager & Senior Member Services Leader with special projects.
• Participate in PMG training sessions
• Oversee operational aspects of Parthenon Management Group such as cultivating a positive workplace culture, utilizing employee strengths through the coordination of internal committee involvement, and other relevant opportunities.
• Other tasks as assigned.

WORK ENVIRONMENT

Position can be local in an office setting, or hybrid that involves everyday risks or discomforts requiring normal safety precautions. On occasion, the individual must be able to do moderately demanding physical activity such as handling and opening boxes weighing 35-40 pounds, standing, and walking extensively throughout the day. Limited to moderate travel is required.

BENEFITS

People come first at PMG. That goes for both our clients and our team members. We are known for our exceptional customer service and work ethics. Our clients are like family to us! But our real families are also a priority. From flexible work schedules, including work-from-home plans, paid volunteer days, profit sharing, and more, PMG takes great care of its team members.

• We offer:
• Medical, Vision, and Dental insurance
• Disability insurance
• 401(k)
• 2 Personal Days, 8 Paid Holidays, PTO Days
• 6 weeks parental leave
• Employee Development
• PMG offers one paid Give Back Day to employees where team members can volunteer at their favorite cause on PMG's dime. 
• We are passionate about creating a workplace that promotes and values diversity. We serve associations who are global, multicultural, and diverse, and we want to reflect that inside our walls. More importantly, creating an environment where everyone, from any background, can do their best work is just the right thing to do.

Requirements

EDUCATION AND/OR EXPERIENCE

• Bachelor’s Degree from a four-year university or equivalent experience.
• Transparent and high integrity membership management
• Strong organizational abilities including planning, delegating, program development, and task facilitation. 
• Skills to collaborate with and motivate committee members and other volunteers.
• Strong written and oral communication skills are important. 
• Demonstrated ability to collaborate with staff.
• Detailed oriented with excellent organizational skills.
• Travel is required.

Preferred:

• Working knowledge of Microsoft Office Suite, specifically Word and Excel.