Member Services Manager

American Society of Colon and Rectal Surgeons

Would you like to apply your skill with member services on behalf of a highly respected, financially stable medical specialty society? Are you looking for variety and the opportunity contribute directly to membership recruitment and retention strategy? Would you like to work with a smart, collaborative, committed team in a permanently virtual environment?

If the answer is yes to the above, this position might be right for you!

The American Society of Colon and Rectal Surgeons (ASCRS) is searching for an experienced Member Services Manager with a minimum of 4+ years of recruitment, retention, data analysis and member service experience preferably in health care society or professional membership association. Experience with iMIS  and the latest recruitment and retention strategies are essential (note, ASCRS will move to iMIS EMS next year). We’re looking for a membership professional who can effectively manage time, prioritize work, and multi-task across competing assignments. You will work closely with colleagues in every ASCRS department. Our Member Services Manager shifts smoothly between direct problem solving with members (you manage our Project Specialist Member Services), to the database management that supports our progress toward goals, to leading the execution of our recruitment and retention strategies. You are extremely well organized, a self-starter with a strong sense of ownership and accountability, and you can identify problems and quickly develop solutions that focus on results.

Who is ASCRS?

The American Society of Colon and Rectal Surgeons (ASCRS) and its affiliate, the Research Foundation of the American Society of Colon and Rectal Surgeons, is a vibrant, collegial and highly respected community of health care professionals who have been dedicated to advancing the understanding, prevention and treatment of disorders of the colon, rectum and anus for nearly 125 years. ASCRS represents approximately 4,000 physicians and other health care providers interested in the specialty of colon, rectal and anal surgery. We provide members the opportunity to network and attend educational sessions to hone their skills and expand their contacts.  For more information about our organization please visit us at www.fascrs.org

What is the Opportunity?

Reporting to the Associate Executive Director, the Member Services Manager is responsible for recruitment and retention strategies in line with ASCRS strategic goals. This position is responsible for the programs, practices, and processes that generate approximately 15% of the Society’s income from membership dues. The Member Services Manager plays an important strategic role in promoting ASCRS member benefits. You will focus on creating value by delivering exemplary member service as manager of customer/member services, meticulous database management and reporting, strategy and thought leadership, and heighten awareness of the member perspective by every ASCRS staff member. ASCRS members, along with prospective members and colleagues in the colon and rectal surgery community are the heart of what we do. You are their chief advocate, and from that perspective you will look at member benefits, access and opportunities and offer recommendations to continuously improve the member experience to advance ASCRS mission.

Key responsibilities include:

• Significant interaction with member and staff leaders, serving as the staff liaison to the Credentials, Membership, International and Regional Committees. Provide support including scheduling, agendas, meeting minutes and project management and reporting, enabling committees to execute their missions and objectives. With assistance from the Project Specialist Member Services, review and prepare membership applications for committee review and recommend process improvements to committee chairs.
• Significant interaction with ASCRS departments including but not limited to:
  • Marketing/communications, by conceiving and executing membership campaigns, and providing website content specific to membership recruitment, retention and related activities.
  • Education/Meetings, by ensuring data and processes that rely on member status such as discounted meeting registration are accurate and reliable. Manage the membership outreach that is a critical part of the Annual Meeting and state of the art ASCRS U.
  • Association governance, by recommending and producing data reports that support the the annual committee appointment process, annual Executive Council nomination and election process, and nominations for Honorary Fellows.
• Participate in budget creation, monitoring revenue/expense for assigned activities.
• Manage relationships with key vendors.
• Perform other duties as necessary.

Member Services

• Manage dues generation and renewal procedures for all members. Manage the timely invoicing of all members (digital and print, when applicable).
• Team directly with member leaders to identify and implement strategies to re-engage with previous ASCRS members and promote ASCRS within and outside the colorectal surgery specialty with a specific focus on attracting resident and early career surgeons and retaining Fellow members.
• Identify, recommend and develop new programs and benefits to meet the evolving needs of members.
• Ensure the Project Specialist Member Services and colleagues are trained and respond in a timely manner to all customer service inquiries via email and phone calls e.g., password resets, professional category and institution changes and other specific and general association inquiries.

Database Management & Reporting

• Own the lead staff role as our AMS (iMIS) expert.
• Develop and expand standard and customized database reports.
• Maintain membership records and continuously update the membership database to ensure data quality.
• Produce and evaluate monthly membership reports and analyze trends in data.
  

What qualifications are needed? 

• BA/BS degree or equivalent experience and at least 4 years of recruitment, retention, reporting and member service experience preferably in health care society membership or association membership.
• Experience working remotely (we are a 100% virtual Society), within a small team environment wearing multiple hats. You are flexible and understand the need to be nimble in a small organization.
• Strong collaboration skills across all levels. You possess leadership qualities including empathy and accountability, to form strong relationships with your colleagues, members and external stakeholders.
• Ability to address/resolve member issues quickly, using a clear, thoughtful manner and “member first” service perspective.
• Highly proficient in the use of Microsoft Office products. Intermediate to advanced experience with iMIS or similar AMS (EMS a plus). A digital citizen with advanced knowledge of Excel, Survey Monkey, and data analysis tools. Experience with the membership application and review process in other medical organizations is helpful, as is basic web editing.
• Creative and innovative with the ability to work efficiently and meet deadlines. You have a proactive and positive approach to process improvement and learn on the fly. Being a patient and supportive teacher helps too.
• Ability to travel up to 15 days a year to ASCRS meetings/staff retreats.

What's in it for you?

• Virtual office/work at home.
• Medical/Dental/Vision insurance.
• Short and long term disability insurance.
• Life and AD&D insurance.
• 401(K) plan with employer match.
• Generous PTO, holiday and comp time.
• ASAE membership, support for continuing education.

The American Society of Colon and Rectal Surgeons (ASCRS), and the Foundation of the American Society of Colon and Rectal Surgeons is an Equal Opportunity Employer