Director of Member Services - Bellevue - Seattle King County REALTORS®

Description

RESPONSIBILITY

The Director of Member Services develops, implements and manages a comprehensive REALTOR membership program. The program includes an active recruitment and retention plan, the development of member and strategic alliance relations, and the recognition of annual member achievements. The Director promotes the unique member services and resources of the association using all appropriate communication methods and works with assigned staff to ensure an efficient annual dues billing process.  The Director also develops and coordinates member engagement programs, including special events and fundraising activities. Oversees content for member service communications through all channels, including website, social media, print and video messaging. Administers all department programs that support the Association's purpose, goals and policies, and provides recommendations to committees and Chief Executive Officer (CEO).

DUTIES

Plans, organizes and directs the Association's overall membership program with assigned staff to ensure efficient and effective department operation and a sustainable membership base.

Remains current on all available REALTOR member services of the national (NAR) and state (WR) associations and regularly reviews new and emerging options for additional membership benefits.

Participates in the management of the association database (AMS) and routinely reviews the accuracy of member data with assigned staff.

Works with assigned staff and committees to develop the membership department annual budget and monitors budget compliance throughout the year.

Provides support, direction and assistance to the department committees including, Member Services Committee, Awards Subcommittee, Affiliate Council and Seattle First Citizen Committee. Support includes meeting management, planning, setting goals and objectives and event coordination.

Ensures the CEO is regularly updated on the status of all department and committee activities. Submits recommendations concerning department programs and procedures to the CEO and Board of Directors.

Membership Marketing, Recruitment & Retention:

• Develops and implements a member promotion and recruitment program. Promotes the benefits of Association membership to prospective REALTOR and Affiliate members through referrals, phone, email, printed material and in-person meetings. 
• Establishes regular and ongoing contact with members, to solicit input on Association services and products. Evaluates member satisfaction and provides recommendations to meet changing member needs.
• Schedules visits to existing and prospective member offices. Creates presentations designed to inform brokers on association services, resources and programs, and to solicit feedback on these or any other association-related issues.
• Works with the Communications department and CEO to maintain a member orientation program designed to introduce new and current brokers to association services and products. This includes a new member e-mail drip campaign that commences within two weeks of a member joining.
• Serves as the staff liaison for Affiliate Council by promoting group activities, attending sponsored meetings and events, and monitoring annual budget.
• Answers inquiries from the potential or existing members on association services and establishes regular and ongoing contact with designated broker/owners and other key stakeholders to:
•     Inform members of current Association programs and activities
•     Determine if there is a need for new member resources or services
•     Evaluate member satisfaction through annual survey and be responsive to changing member needs.
•     Solicit general input from members on any relevant issues they believe to be of importance.
•     Contact may be via phone, email, surveys, focus groups or in-person meetings.

Member Dues Billing:

• Coordinates with the Director of Finance & Operations and the Administration & Operations Coordinator  the annual dues billing process. Duties include scheduling, determining and creating mailing inserts, answering billing related questions and ensuring accuracy of dues payment information on the website.  
• Establishes annual dues installment plan options and manages promotional information to renewing members.
• Provides exceptional customer service, working with members who have special payment requests.

Member Recognition and Awards:

• Works with the Past President (Chair) and Awards Committee on an annual member recognition program. Duties include meeting management, membership nominations, and ordering awards to be presented at the annual Installation and Awards Banquet.
• Coordinates all other member recognition efforts. 

Event Coordination:

• Plans, coordinates and implements all aspects of association special events designed to increase membership engagement. 
• Coordinates reconciliation of event revenues and expenses with Administrative & Operations Coordinator and Director of Finance & Operations.
• Develops a system to review each event and recommend improvements for the future.

Performs other duties as assigned by the CEO.

Operates efficiently all equipment necessary to complete responsibilities.

Is aware of and understands all Association policies and programs.

REQUIRED SKILLS:

Proficiency in MS Office, AMS/CRM systems (Growth Zone), Social Media management, Survey Monkey and working knowledge of WordPress, Adobe Suite.

Exceptional customer service; written and verbal communication; presentation skills; event planning; project management.

This is not a virtual or remote position. Candidate must be willing to work in an office and have reliable transportation. The Association maintains an office in Bellevue, WA open from 8:30am to 5:00pm, Monday-Friday with occasional events outside of traditional business hours.

REPORTING RELATIONSHIP

Supervision and annual performance of this position shall be the responsibility of the CEO.