AMERICAN GASTROENTEROLOGICAL ASSOCIATION INSTITUTE
POSITION TITLE: Senior Manager, Member Relations
REPORTS TO: Senior Director, Member Relations and Constituency Programs
SUMMARY: Plans, directs, coordinates, and administers membership acquisition, renewal, and benefits and promotional programs by performing duties personally or through subordinates. Manages the daily operations for the member relations staff, including customer/member relations, database management, data integrity, report generation, customer transactions, and the membership application approval and renewal processes.
Duties and Responsibilities:
Performs or oversees, through direct reports, all functions of member relations and front-line customer service.
In collaboration with the Senior Director and marketing team, establishes short- and long-range goals to achieve the organization’s membership objectives.
Interprets database research and analysis to inform the marketing strategies for member retention and solicitation.
Analyzes recruitment and solicitation reports and tracks results based on demographic information, membership types, and constituencies.
Manages member relations staff including front desk receptionists. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; helping direct reports address day-to-day problems through coaching, monitoring and evaluating performance; rewarding and disciplining direct reports and addressing complaints and resolving problems.
Serves as the primary problem-solver related to member concerns and customer service matters.
Manages and develops standard operating procedures (SOPs) related to the member relations function.
Manages and directs the membership application process.
Prepares and manages member relations program budgets.
Works with the marketing department to evaluate the effectiveness of recruitment and retention strategies, including membership fees, membership category structure and member benefits, and in collaboration with the Senior Director recommends changes as appropriate.
Supports the responsibilities of constituency programs that enhance membership retention and recruitment (trainee & early career, women physicians, members from diverse backgrounds and emerging leaders).
Assists accounting department with member accounting issues.
Manages periodic member updates and monitors membership database to ensure data entry accuracy and integrity.
Creates and/or runs database reports and queries in coordination with the AGA data manager.
Serves as liaison with the IT team for membership data questions and/or issues.
Manages resource center and membership booth at annual meeting.
Performs special assignments or other duties as assigned.
Seven or more years of experience working in a membership department with increasing job responsibilities and a minimum of four years managing in a membership department. Non-profit healthcare-related experience is a plus.
Bachelor's degree (B. A.) from a four year college or university; or related experience and/or training or equivalent combination of education and experience.
Excellent oral and written communication skills.
Proficiency with an association management system (Avectra netFORUM highly preferred)
Proficiency with Microsoft Outlook and Excel and Access databases.
Job Performance/Job Knowledge
Produces accurate, high quality work in a timely manner.
Maintains up-to date knowledge and skills to do the job at a high level of accomplishment.
Holds self and others accountable for own decisions, commitments, and mistakes.
Meets performance targets, completes project/reports within specified timelines, and helps enable team to do the same.
Makes specific changes in the system or in own work methods to improve performance (e.g. does something better, faster, more efficiently; improves quality, morale).
Planning and Organizing
Develops sound plans to assure the achievement of objectives, determining the length and complexity of tasks, processes and projects.
Is prepared for, anticipates, and effectively deals with issues and obstacles.
Monitors project or process timetables, milestones and deliverables ensuring timely and accurate completion.
Demonstrates good judgment in prioritizing and accomplishing work in an efficient manner, even in the face of limited resources or conflicting and/or changing priorities.
Problem Solving and Decision Making
Analyzes and solves day-to-day business problems with effective solutions.
Develops ideas and proposals based on thorough analyses, substantiating claims and assertions with objective data.
Displays good judgment even under pressure.
Understands need for timely decisions and responds with a sense of urgency.
Communicates the progress and status of pertinent issues to superiors and staff.
Writes clearly, succinctly, and persuasively in a variety of communication settings and styles.
Is effective in a variety of formal presentation settings: one-on-one, small and large groups.
Listens and understands others’ perspectives, adjusting his/her response accordingly.
Is timely, open and honest in sharing information with supervisor, colleagues, and subordinates.
Is seen as direct, truthful individual who keeps confidences.
Makes decisions congruent with AGA’s strategic direction, mission, and goals.
Sets goals based on knowledge of internal and external conditions facing or anticipated to face the organization.
Generates and implements creative ideas to further AGA’s mission and make the Association’s work more effective.
Is not afraid to challenge the status quo; recognizes when a situation calls for a different approach.
Communicates job expectations and standards, delegates appropriately and clearly assigns responsibility for tasks and decisions.
Provides specific performance feedback in a timely manner, providing guidance and direction where needed.
Supports employee development efforts by providing challenging assignments, setting stretching objectives, and providing training, coaching and/or mentoring.
Takes the time to solicit and listen to other’s ideas and concerns, responding appropriately.
Adjusts his/her management style to the needs of the individual, e.g. knows when to supervise closely and when to allow more latitude.
Creates an environment of success, where people want to do their best.
About American Gastroenterological Association
The American Gastroenterological Association (AGA) is a society of physicians, surgeons, scientists and other individuals within the healthcare community who have a demonstrated and continued interest in the functions and disorders of the digestive system. Founded in 1897, the AGA is the oldest non-profit specialty medical society in the country. With more than 13,000 domestic and international members, the AGA is the largest GI society in the United States and among the largest GI societies in the world. AGA membership encompasses a rich and diverse constituency representing every facet of gastroenterology practice, research and education.