Summary of Position:

The Director of Member Engagement is primarily responsible for collaborating across the organization to implement recruitment and retention activities in line with NAMA’s strategic plan, that leverage member engagement to strengthen relationships and drive growth. This position also ensures best-in-class membership experience, leading a dynamic team that offers high quality service and support.

A successful candidate will be a strategic, self-motivated professional with expertise in database management and membership growth.

Duties and Responsibilities:

• Develop, grow and manage budgets related to this department’s efforts, totaling over $3M.
• Ensure that NAMA’s association management system, iMIS, is fully utilized throughout the organization and maintains responsibility for data integrity, data maintenance, and reporting functions.
• Establish membership goals, develop strategies, devise metrics necessary to meet or exceed established recruitment and retention goals and drive organizational sustainability. Regularly review membership structure and pricing, as well as value proposition to ensure NAMA is in the best position for membership growth.
• Manage efforts to survey members and analyze feedback to inform decision-making in support of a member-focused culture.
• Run, analyze, and act on routine and special reporting including but not limited to KPI reports, Board of Director updates and monthly reports.
• Manage affinity and other member benefits programs by collaborating across departments and with key external stakeholders.
• Oversee the activities of NAMA’s state and regional components, referred to as the state and regional councils, facilitating the flow of information between NAMA and the components.
• Manage NAMA’s program to provide management assistance to state and regional councils through a third-party association management company.
• Oversee member communications and engagement strategies, defining processes to ensure the members are educated on the benefits and actively engaged to drive retention.
• Oversee the effective management of two member communities, Women in the Industry (WIN) and Emerging Leaders Network (ELN), and additional interest groups and committees as needed.
• Oversee Industry Awards, a member recognition program administered by Manager, Member Engagement.
• Work closely with the marketing and communications team to develop content and collateral designed to build the NAMA brand and attract members across all member categories.
• Identify, develop, and implement mutually beneficial collaborations with other organizations to promote NAMA membership and represent NAMA as needed at external events.
• Lead NAMA’s volunteer outreach efforts to increase member involvement, understanding that engagement is a positive indicator of member retention.
• Oversee NAMA’s Machine Evaluation Program, which offers industry stakeholders a process to certify their equipment to a respected standard of public health and safety.
• Create and manage Attendee Navigator Program for first time attendees at The NAMA Show and Coffee Tea & Water.
• Oversee state council management.
• Supervise staff in membership and state council/member community departments.

Technical Requirements – Education, Areas of Knowledge and Experience

• Demonstrated success in using key performance indicators, metrics, and complex analytics to inform business strategies and advance strategic priorities.
• Minimum of five years of experience with a professional or nonprofit association (or similar organization) leading, developing, and implementing membership-related projects.
• Experience working with components (state councils, chapters) and volunteer management.

• Experience with association management systems, preferably iMIS, including but not limited to analyzing reports related to member activity.
• Demonstrated ability to take initiative, set priorities, and exercise sound judgment in a complex, fast-moving, environment and contribute at a strategic level.

• Excellent communication and interpersonal skills including writing, editing, and oral communication.
• Bachelor’s degree required; advanced certification and/or degree a plus.
• Strategic and creative thinking skills combined with project management ability and demonstrated leadership.

• A collaborative, can-do approach to problem solving, and the ability to meet deadlines and efficiently manage projects.
• Strong working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and Adobe Acrobat.

Behavioral Requirements - Personal Skills and Competencies

• Demonstrates the desire to grow and be challenged and consistently puts forth their best effort in all things to achieve excellence.
• Experience in managing direct reports and contract vendors.
• Collaborative team player, skilled at building consensus and identifying the strengths in others to get the job done.
• Demonstrates creativity in problem solving, using both experimentation and industry best practices as appropriate and prudent.
• Ability to be flexible on the job including the willingness and ability to readily respond to changing circumstances and expectations
• Values building relationships, inclusiveness, enlisting new talent, collaborative style.
• A self-starter; confidence to act with little direction.
• Travel is required occasionally related to job responsibilities, especially for the annual NAMA Show and CTW conference, as well as other member meetings.  Travel 15%

About National Automatic Merchandising Association

About NAMA Founded in 1936, NAMA is the association representing the $31 billion US convenience services industry. With nearly 1,000 member companies — including many of the world’s most recognized brands — NAMA provides advocacy, education and research for its membership.

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