Job Title: Member Experience Manager

Department: Membership

Reports To: Vice President of Membership, Advocacy, and Events

FLSA Status: Exempt

Location: Remote

About ACCA:

ACCA is a national nonprofit association dedicated to supporting professionals in the HVACR, indoor environment, and building performance systems industry. Our culture is centered around providing our members with the tools and resources they need to succeed, including networking opportunities, education, and advocacy services. We are committed to promoting the growth and success of our members' businesses as well as the health of the HVACR industry as a whole.

ACCA is more than just a workplace--it's a community of individuals committed to shaping the future of the HVACR industry. As a remote-first organization, ACCA values its employees' well-being and work-life balance, offering employees the flexibility to work from home and to choose from a variety of set schedules that fit their needs in order to find the perfect balance between work and personal life. But ACCA's commitment to its employees doesn't stop there-we offer excellent benefits, including generous paid time off, company-paid health care, a robust 401K plan, and a supportive results-driven culture that empowers employees to succeed both professionally and personally. Whether you're just starting out or a seasoned expert, ACCA provides the support and resources you need to thrive in your career.

At ACCA, you'll join a team of motivated individuals with a shared mission to drive change and make a real impact. If you are looking for a career where you can grow and make a difference, ACCA is the place for you.

Job Summary:

The Member Experience Manager is responsible for enhancing the overall experience of our members by identifying needs, improving services, and implementing new offerings. This role involves managing onboarding, retention efforts, database management, and member engagement programs while overseeing the Member Experience Coordinator and external service providers. Success in this role requires a passion for customer centricity, data analysis, change & innovation, critical thinking, relationship building & influencing-all with a focus on results and managing results of a team.

Key Responsibilities:

• Member Needs Assessment: Identify and analyze member needs through surveys, feedback, and direct interactions. Execute strategies to enhance current services and introduce new offerings that provide significant value to members.

• Development of Member Materials: Create, update, and maintain comprehensive materials on member benefits. These materials support both recruitment and retention, ensuring they are accurate, engaging, and informative.

• Onboarding Management: Oversee mailings, webinars, drip campaigns, and personal outreach to provide an exceptional onboarding experience, ensuring new members and their teams are seamlessly integrated and fully engaged with the association's services and benefits.

• Retention Efforts: Lead and manage retention efforts, including developing and executing renewal emails and invoices.

• Upgrade Campaigns: Develop and lead campaigns to encourage existing members to upgrade their membership tiers and make the most of their upgraded benefits. Collaborate with the Member Experience Coordinator, other departments, and volunteer leaders to strengthen these efforts.

• Team Leadership: Manage the Member Experience Coordinator, providing guidance, support, and professional development to ensure high-quality service and performance.

• Vendor Management: Oversee relationships with outsourced call centers and fulfillment services, ensuring they deliver high standards of service.

• Data Management: Maintain and oversee member data accuracy and integrity. Track and manage member service requests to ensure timely resolution and thorough reporting.

• Reporting: Generate detailed reports on membership statistics and trends. Provide regular updates to the board and committees on recruitment and retention progress.

• Program Management: Lead and manage ACCA's industry peer mentoring program, ensuring its success and alignment with member needs and interests.

• Partnership Management: Oversee benefit partnerships, including those with ACCA's career center, credit card, nonprofit partners, and industry publications. Coordinate with Marketing & Communications on the membership aspects of affinity partnerships.

• Event Collaboration: Collaborate with the Events Director to plan and organize member engagement events and networking opportunities, ensuring they align with membership goals.

Qualifications:

• Education: Bachelor's degree in Business, Marketing, Communications, Nonprofit Management, or a related field.

• Experience: At least 5 years of experience in member services, customer experience, or a related field, with proven experience in managing teams and external vendors. Association or nonprofit experience and related certifications a plus.

• Skills:

  • Excellent written and verbal communication and interpersonal skills.
  • Strong project management and organizational abilities.
  • Proficiency in CRM software and membership management tools. HubSpot or Microsoft Dynamics a plus.

• Competencies:

  • Member-focused mindset with strategic thinking.
  • Leadership and team management capabilities.
  • Ability to analyze data and generate actionable insights.

Travel:

This position is fully remote and requires travel to industry events, member engagement events, conferences, and other association activities, up to 10% of the time.