National Quality Forum (NQF) has an opportunity for a membership leader who has experience driving Member engagement in mission-driven organizations through a combination of relationship building, customer service, and data analysis. The successful candidate will be a champion for membership who knows how to build relationships and develop high-functioning service teams. This is an opportunity to develop a customer-focused membership team and collaborate across business functions to take the world’s foremost name in healthcare quality to new levels of Member value.
The Director of Membership is responsible for cultivating a robust, diverse, engaged, and growing membership. The Director provides leadership of all aspects of the NQF membership program in support of the organization’s mission and vision and that result in the achievement of Member development, retention, and engagement goals. This position takes the lead on Member outreach and relationship development. The Director works closely with staff and volunteers throughout the organization to grow NQF’s membership and reinforce NQF’s value to its Members. The Director manages vendor relationships and supervises a team of two.
POSITION DUTIES AND RESPONSIBILITIES
Represent the value of NQF membership to current and prospective members through in person or virtual marketing meetings including the preparation of dedicated marketing briefs.
Define value proposition for membership and work closely with internal and external partners to bring that message to life with the appropriate target markets for measurable growth.
Develop and execute a comprehensive strategy to achieve membership recruitment, retention, satisfaction, and revenue goals, with an emphasis on attracting and engaging new and next generation members.
Oversee all programs and activities related to the acquisition of new members, including the development, implementation, and evaluation of systems for identifying and tracking potential members.
Oversee all programs and activities which ensure the continued retention of current members, including the development, implementation, and evaluation of systems for dues invoicing, renewal processing, and acknowledgments in an efficient and timely manner. Includes conducting regular member needs assessment/satisfaction surveys to track progress in meeting applicable metrics of success.
Participate in the development, implementation, and evaluation of all member programs, services, and benefit, including the Annual Conference, to ensure that member needs and expectations are being met.
In partnership with the Marketing and Communications department assist with the development of Member communication tools that ensure a high level of Member knowledge of and involvement in the organization’s affairs, including regular email updates, virtual town hall meetings, website content, etc.
Foster a Member-focused culture and model relationship-building skills in all interactions.
Work closely with Information Technology staff and external vendor to oversee association management system (iMIS) and related technology platforms, ensure team members are effectively trained, and collaborate with other departments to effectively utilize the database.
Develop and manage the annual operating plan and budget to support membership strategic goals with priority given to membership growth, Member satisfaction, and revenue.
Supervise a team of two membership professionals and oversee relationships with contractors
Bachelor’s degree in related area with 10 years relevant work experience OR an advanced degree in a related field with 7 years of relevant work experience; CAE or IOM certification preferred
Demonstrated success in membership growth and retention strategy development and implementation
Demonstrated success in driving Member engagement in mission-driven organizations through a combination of relationship building, customer service, and data analysis.
4 years of experience leading, managing, coaching and/or mentoring individuals and/or teams
Experience managing external vendor relationships and contracts
Experience in the healthcare sector is preferred
Collaborative, team player with ability to motivate and influence others, as well as obtain stakeholder buy-in on new ideas
A strong track record as an implementer who thrives on managing a variety of key initiatives concurrently
Financial management experience and strong business acumen
iMIS database experience
Mastery in running membership functions and ability to provide technical knowledge and use of that knowledge to guide others
Mastery leading and overseeing multiple projects, products or programs and competing priorities to achieve optimal results, including budget and utilization targets
Mastery leading staff to embrace change and shift work and priorities to meet the demands of the work environment
Strategic cultivation of external relationships to advance an organization.
Leadership in promoting an organization’s vision, to generate new product and service ideas and solutions, as well as to guide staff on work and effective interactions with colleagues and team.
Demonstrated mastery in speaking or writing on behalf of an organization and identifying new projects and funding opportunities.
Mastery of effective stewardship of funds; ensuring budgets and financial reporting are accurate and timely; working in partnership with Finance team to understand financial status and act upon as needed
Leadership and effective collaboration with external stakeholders
Mastery of ability to supervise and manage smaller staff teams, serve as a positive role model. Demonstrated initiative to escalate and propose solutions to staffing or organizational issues.
Mastery with identifying and forecasting trends to recommend strategies. Demonstrated ability to align resources to support an organization’s goals.
Mastery of facilitation and presentation skills. Writing and speaking is well-organized, concise, and clear. Messages are compelling and persuasive. Demonstrated active listening.
PHYSICAL DEMANDS/WORK ENVIRONMENT
The physical demands and work environment characteristics 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 duties of job, employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may he made to enable individuals with disabilities to perform the essential functions.
In the primary environment the noise level is quiet to moderate with ambient room temperatures, lighting and traditional office equipment as found in a typical office environment.
NQF embraces a culture of excellence through multi-stakeholder collaboration. We encourage and empower each employee to prioritize learning and growing by providing them the resources to deliver excellence. At NQF, you will find a fast-paced, challenging, inspiring and rewarding career. Maximize your talent and join a team committed to setting high standards for better healthcare efficacy and delivery.
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About National Quality Forum
The National Quality Forum (NQF) is a not-for-profit membership organization created to develop and implement a national strategy for health care quality measurement and reporting. A shared sense of urgency about the impact of health care quality on patient outcomes, workforce productivity, and health care costs prompted leaders in the public and private sectors to create the NQF as a mechanism to bring about national change.
Established as a public-private partnership, the NQF has broad participation from all parts of the health care system, including national, state, regional, and local groups representing consumers, public and private purchasers, employers, health care professionals, provider organizations, health plans, accrediting bodies, labor unions, supporting industries, and organizations involved in health care research or quality improvement. Together, the organizational members of the NQF will work to promote a common approach to measuring health care quality and fostering system-wide capacity for quality improvement.