Position Summary

The Director of Member Engagement is responsible for developing and executing strategies to enhance member engagement, retention, and satisfaction, encompassing all aspects of the member experience. Reporting to the Vice President of Member Engagement, this individual will lead a team of membership managers and collaborate across departments to ensure a seamless and valuable experience for all members. The Director will leverage data, member feedback, innovative engagement initiatives, and strong relationship management to deliver an exceptional member experience and foster a vibrant membership community.

Member Engagement and Satisfaction

• Develop and execute initiatives that enhance member engagement and overall satisfaction, as directed by the Vice President of Member Engagement.
• Leverage the membership database system to track member engagement, analyze trends and refine membership programs.
• Oversee member onboarding and re-engagement efforts to maximize retention and participation that includes but is not limited to orientation programs.
• Analyze member needs, feedback, and engagement trends to inform decision-making in support of a member-focused culture.
• Work closely with marketing and communications teams to develop member-focused messaging and campaigns.
• Serve as additional support for members by working with the member services staff in troubleshooting customer service issues to ensure effective and long-term problem resolution.

Team Leadership and Collaboration

• Lead and manage a dedicated customer service team of Membership Managers to drive engagement, retention, and growth.
• Establish goals for department team members; monitor performance and provide consistent feedback.
• Work collaboratively with the Vice President of Membership Engagement to align engagement strategies with the organization's strategic plan and long-term vision.
• Work cross-functionally with other departments to integrate member engagement efforts into broader organizational initiatives.

Program Management

• Develop programs that deepen member involvement, creating a sense of community and shared purpose among members.
• Manage the application and selection process for committees and peer groups to ensure inclusive and effective participation.
• Serve as a lead liaison for volunteer-led peer networking groups.
• Develop and implement processes to evaluate and enhance committee and peer group effectiveness.
• Serve as a liaison between members and leadership to support committee and peer group initiatives.
• Manage the Emerging Leaders Program in collaboration with the Vice President of Membership Engagement and other member communities/groups as needed.

Requirements

• A bachelor’s degree or equivalent experience is required.

• Experience with a professional or nonprofit association or similar organization is preferred.
• Experience with leading, developing, and implementing membership-related projects.
• Experience leading a membership team, successfully motivating staff and managing performance.
• Strong service orientation and understanding of the importance of developing effective working relationships with staff and members.
• Experience with association management systems, preferably iMIS, or other membership databases, and related software tools.
• Excellent communication and interpersonal skills, including writing, editing, and oral communication.
• A collaborative, can-do approach to problem-solving and the ability to meet deadlines and efficiently lead and manage projects.

About National Multifamily Housing Council

Based in Washington, DC, NMHC is a national association representing the interests of the larger and most prominent apartment firms in the U.S. NMHC advocates on behalf of rental housing, conducts apartment-related research, encourages the exchange of strategic business information, and promotes the desirability of apartment living. NMHC's members are the principal officers of firms engaged in all aspects of the apartment industry, including ownership, development, management, and financing. More information about the Council is available at nmhc.org. NMHC offers a professional work environment with a competitive pay, compensation and benefits package. NMHC is an Equal Opportunity Employer.

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