Equal Employment Opportunity Policies

Membership Manager

AAMI is seeking a full-time Membership Manager; Qualified applicants should send their resume to: Employment@aami.org

The Membership Manager will help design, manage, and continuously improve recruitment and retention processes across all member categories with a specific focus on leading AAMI’s individual membership category. This candidate will also oversee new member onboarding and exit survey programs, the HTM Associations portfolio, and the AAMI mentorship program.

Essential Duties (Responsibilities)

• Performs efficient and effective membership services that demonstrably help AAMI deliver value, grow, and meet or exceed annual performance targets.
• Helps design, implement, monitor, and continuously improve online application and renewal processes across all member types ensuring a positive member experience.
• Specific focus on managing individual membership portfolio by creating and adhering to a schedule of outbound telephone and email outreach to prospective and renewing members.
• Tracks renewal and retention rates to monitor success of outreach and uses data to make proactive recommendations for changes to improve retention.
• Creates and updates the department’s portfolio of renewal correspondence across all member types and works with IT and MarCom to ensure auto delivery of these messages based on a set schedule.
• Manages membership projects in Pardot email automation platform, including member onboarding campaign for all members. Monitors progress of onboarding effort, develops tracking data to evaluate effectiveness of campaigns, proactively makes strategic suggestions for modifying or adding messages within the automation cycle, follows up with customers who have not opened emails, etc.
• Designs and executes AAMI’s lapsed members exit survey program for individual and organizational members including creating survey content, sending out survey, analyzing data, and making strategic recommendations for needed changes as appropriate.
• Manage and grow AAMI’s HTM Association membership, including Association Row at the AAMI eXchange annual conference.
• Manage AAMI’s Mentorship Program for early career professionals.
• Serves as a backup when necessary to the Member and Customer Service Coordinator, assisting with responding to member and customer emails and telephone calls.
• Oversees creation of the new member welcome kit and process and works with external vendor to ensure kits are sent based on a schedule.
• Manages member anniversary certificates. Tracks all members who hit 5-year increment membership milestones and sends certificates of achievement to them.
• Handles other special projects on an as-needed basis.

Minimum Required Qualifications

• Undergraduate bachelor’s degree.
• 5 years’ work experience in association membership and/or customer service.
• Proficient in AMS databases as well as Microsoft Office suite: Word, Excel, PPT, and Outlook.
• Critical thinker with strong project management skills.
• A positive approach, a focus on teamwork, and delivery of exceptional customer service.
• Excellent work ethic, organizational, and communication skills.
• Detail-oriented, self-directed, and able to effectively complete tasks with minimal supervision.
• Ability to work independently to achieve results.
• Flexible and able to multitask, switch priorities as needed in a dynamic and fast-paced environment.

Preferred Qualifications

• Degree in Business, Marketing, or related major highly desirable.
• More than 5 years of association membership/customer service experience with tangible accomplishments that demonstrate success/delighting the customer highly desirable.
• Experience working in a centralized customer service environment is highly desirable.
• Experience with membership recruitment and retention and database maintenance, survey tools, and online analytics is highly desirable.
• Superior interpersonal skills and good organizational capabilities.
• Advanced experience working with CRM database and Microsoft Office applications (word processing, merges, and spreadsheets).

Working Conditions

• Working conditions are normal for an in-office, virtual, and hybrid environment.
• Flexible hours: day and some evening hours required to support special initiatives.
• Travel infrequent (1 to 2 times per year) but may vary, usually within the US.
• Hybrid work schedule, minimum of two days a week in Arlington, VA, office. Flexibility required to increase days in the office based on mission/business needs.

AAMI is an equal opportunity employer and provides equal employment opportunities to all employees and applicants for employment without regard to their actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information or any other characteristic protected by applicable federal, state or local laws and ordinances.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. 

EEO is the Law -- AAMI is an Equal Opportunity Employer