The Membership Manager is a key member of a dynamic and collaborative team providing exceptional customer service to all internal and external customers. The Membership Manager is responsible for overseeing all membership activities including reporting, analysis and data management as well as assisting with the implementation of APA’s strategy for membership recruitment and retention.
Duties and responsibilities
Management and Supervision
Hires, supervises and trains the membership staff (customer service, billing and payment processing) providing guidance and support in day-to-day activities.
Collaborates with staff to manage process improvements and relevant projects.
Participates in budget preparation, monitors actual results, and assists with forecasting.
Manages relationships with third-party vendors.
Supports staff in the development iMIS dashboards and other iMIS customization.
Assists with the development of membership policies, procedures and strategies.
Provides support to senior leadership for various committee activities.
Effectively handles customer service calls.
Reviews, updates and maintains membership and customer service website pages.
Billing, Payment Processing, Accounting
Oversees billing and payment processing.
Oversees all month-end closing activities.
Runs, reviews and maintains all membership reports including, but not limited to, customer service call stats/portal metrics, publications run data, student/new member/total membership metrics.
Prepares quarterly reconciliation for JAPA.
Ongoing collaboration with Data Base Administrator (DBA) in support of iMIS.
Developing and maintaining membership Key Performance Indicators (KPIs).
Qualifications (Education and Experience)
Undergraduate degree and three or more years’ experience in a relevant position, including supervision of staff necessary.
Strong oral and written communication skills with a customer service orientation required.
Excellent organizational skills with the ability to coordinate multiple projects simultaneously required.
Proficiency in Microsoft Office required; database experience preferred.
Experience using association management software, such as iMIS, preferred.
Internal Number: MM-MR4010
About American Planning Association
The American Planning Association is an independent, not-for-profit educational organization. APA and its professional institute, the American Institute of Certified Planners, are dedicated to advancing the profession of planning — physical, economic and social — to foster quality of life for all residents. APA’s members work in concert with community members, civic leaders and business interests to create communities that enrich people's lives. Through its philanthropic work, the APA Foundation helps to reduce economic and social barriers to planning. APA has offices in Washington, D.C., and Chicago. Learn more at www.planning.org.