Senior Director, Membership and Customer Relations - Alexandria, VA, United States - Thewaternetwork

Description

** Senior Director, Membership and Customer Relations**

**Role of the ?Senior Director ?of Membership ?and Customer ?Relations ?**

This position ?oversees all ?WEFs ?membership and ?customer ?service ?operations. As ?the key ?strategist ?overseeing ?membership and ?customer ?relations, this ?position is ?responsible for ?formulating ?WEFs ?value ?proposition and ?effectively ?positioning WEF ?membership to ?appropriate ?audiences and ?target markets. ?This position ?understands the ?needs of the ?multiple market ?niches served ?by WEF and ?advocates ?internally for ?the development ?of products and ?services to ?meet the needs ?of the broad ?array of ?customers ?served by WEF. ?Additionally, ?this position ?takes advantage ?of opportunities ?to reach ?consumers of ?WEF products ?and services ?with the goal ?of maximizing ?revenue and/or ?increasing ?membership ?conversions. ?The position ?oversees ?customer ?service ?operations with ?the goal of ?ensuring high ?customer ?satisfaction ?for WEF members ?and customers. ?

**Principal Functions:**

Membership

Develops and ?executes a ?strategic ?membership ?business plan, ?evaluating the ?effectiveness ?of member ?benefits and ?member ?engagement, and ?recommending ?changes as ?appropriate to ?meet established ?goals and ?objectives. ?

Directs all ?strategies and ?operations ?related to ?member ?acquisition, ?onboarding, ?retention, and ?renewals. ?

Reviews and ?makes ?recommendations ?to dues pricing ?and dues ?structures, ?staying abreast ?of market ?trends and ?being ?responsive to ?evolving ?customer needs. ?

Partners with ?other WEF ?departments as ?needed to ?develop and ?implement ?innovative ?membership and ?multichannel ?marketing ?campaigns. ?

Oversees ?development and ?maintenance of ?membership ?policies, ?procedures, and ?related ?documentation. ?

Data ?Integrity, Data ?Analytics, and ?Reporting ?

Oversees ?production of ?monthly ?membership ?reports, ?including ?reports to ?senior ?management and ?the board. ?Distributes ?monthly ?membership ?dashboards ?reflecting the ?overall ?composition of ?the membership ?as well as the ?specific trends ?in composition. ?

Mines member ?and customer ?data to develop ?customer ?profiles used ?for targeted ?membership and ?customer ?outreach, with ?an eye toward ?the development ?and delivery of ?products and ?services based ?on the needs of ?individual ?target markets. ?

Partners with ?IT team to ?ensure data ?integrity ?processes and ?procedures are ?in place; ?identifies ?areas where ?improved system ?changes or ?processes are ?required and ?recommends ?changes as ?needed. ?

Member and ?Customer ?Engagement ?

Based on an ?understanding ?of member needs ?and preference ?research, ?develops ?programs and ?services that ?enhance the ?member ?experience. ?

Develops ?mechanisms to ?track member ?interests, ?engagement, and ?participation; ?identifies ?opportunities ?to increase ?engagement. ?

Oversees the ?WEF Career ?Center. ?

Oversees ?WEFs ?community ?engagement ?initiatives. ?

Customer ?Service and ?Customer ?Satisfaction ?

Oversees ?customer ?service team; ?identifies and ?documents ?communication ?standards, ?policies and ?procedures. ?

Manages ?internal staff ?and external ?partners to ?ensure timely ?and accurate ?service to WEF ?members and ?customers. ?

Establishes, ?monitors, and ?meets customer ?satisfaction ?metrics. ?

Develops ?ongoing ?mechanisms to ?monitor member/?customer ?satisfaction ?and to solicit ?suggestions, ?including ?overseeing the ?process for ?member feedback ?and surveys. ?

Interdepartmental? ?Collaboration ?

Collaborates ?with other ?departments ?across WEF in ?the development ?of new products ?and services. ?

Partners with ?the Marketing ?and Communications ?teams to ?develop ?membership ?marketing and ?promotional ?materials, ?including ?applications, ?welcome kits, ?and other ?collateral. ?

Ensures other ?departments (?content ?creation, web ?services) are ?provided with ?pertinent ?membership ?information; ?oversees ?membership ?section of ?website. ?

General Managerial

Develops and ?manages annual ?budgets. Tracks ?performance ?against budget ?monthly. ?

Negotiates ?vendor ?contracts and ?manages vendor ?relationships. ?

Oversees ?volunteer ?groups related ?to the ?department. ?

Directs, ?supervises, and ?motivates staff ?to successfully ?achieve ?assigned goals. ?

Represents ?the association ?externally and ?at key WEF ?events. ?

Maintains ?awareness of ?the external ?competitive ?landscape, new ?member markets, ?and new ?industry ?developments/?trends to ?facilitate ?membership ?growth and ?maintain ?relevance with ?members and ?customers. ?

**What the ?Successful ?Candidate Bring ?to the WEF Team ?**

Bachelor?s degree ?required. 10+ ?years ?experience with ?Bachelor?s degree; 8+ ?years ?experience with ?Masters ?degree in ?business, ?marketing or ?related field, ?or equivalent ?combination of ?education and ?experience. CAE ?preferred. ?

Demonstrated ?experience in ?development and ?implementation ?of membership ?strategies and ?programs that ?drive value and ?increase member ?recruitment, ?retention, and ?engagement. ?

Track record ?of meeting ?established ?goals and ?objectives. ?

Exceptional ?oral and ?written ?communication ?skills, ?including the ?ability to ?effectively ?present to a ?board of ?directors and ?senior ?management. ?

Strong ?managerial ?skills, ?including the ?ability to ?effectively ?influence and ?engage direct ?and indirect ?reports and ?peers across ?the organization;? to effectively ?coach and ?mentor direct ?reports; and to ?effectively ?support ?volunteer ?leadership. ?

Track record ?of successfully ?managing ?vendors and ?contractors. ?

Ability to ?strategically ?solve problems ?and make ?effective ?decisions. ?

Strong ?analytical ?skills, ?including data ?analysis and ?marketing ?analysis. ?

Strong ?project ?management ?skills; must be ?highly ?organized with ?the ability to ?work effectively ?at a fast pace, ?managing ?multiple ?priorities with ?attention to ?detail. ?

Experience ?and in-depth ?knowledge of ?computer ?systems and ?demonstrated ?proficiency ?with MS Office (?Word, Excel, ?PowerPoint), ?business ?intelligence, ?mapping, and ?database ?management ?applications. ?Deep experience ?with an ?Association AMS ?required. ?

Demonstrated ?flexibility and ?creativity. ?

Ability to ?drive and ?manage change. ?

Possess a ?commitment to a ?high level of ?customer ?service. ?

Strong listening skills.

Driven self-starter.

Knowledge of ?current and ?emerging trends ?in the ?association ?membership ?field. ?

Proven skills ?in member ?benefit ?development and ?promoting the ?value of ?membership. ?

Ability to ?travel to key ?meetings. ?

**Who We Are**

*The Water ?Environment ?Federation (WEF)? is an equal ?opportunity ?employer and ?does not ?discriminate in ?hiring or ?employment on ?the basis of ?race, color, ?religion, ?national origin,? sex, age ?marital status, ?or physical ?handicap. ?*

WEF is a not-?for-profit ?technical and ?educational ?organization of ?about 30,000 ?individual ?members and 75 ?affiliated ?Member ?Associations ?representing ?water quality ?professionals ?around the ?world. Since ?1928, WEF and ?its members ?have protected ?public health ?and the ?environment. As ?a global water ?sector leader, ?our mission is ?to connect ?water ?professionals, ?enrich the ?expertise of ?water ?professionals, ?increase the ?awareness of ?the impact and ?value of water, ?and provide a ?platform for ?water sector ?innovation. ?

The Water ?Environment ?Federation (WEF)? ? of our ?organization?s mission. Our ?members, Board ?of Trustees (?BOT), volunteer ?leaders, and ?staff together ?and individually ?share ?responsibility ?to uphold these ?principles. We ?are committed ?to creating an ?organization ?that acknowledges ?and ce