Director of Member Services

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).

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.

• 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.
• 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…