Director, Member Services

Position Summary

Lead and manage the member services team and deliver best-in-class experience and level of care for our members. This role has an emphasis on managing the up-to-date and relevant member company and personnel information of targeted segments to achieve global growth and revenue goals through integrated data collection, management, and maintenance. Develops and enforces policies, procedures, and controls for information collection, data integrity and data/order entry.

• Manages the setup of system codes and events / products.
• Ensures the accuracy, integrity, and relevance of all member records.
• Devises and monitors data/order entry policies to ensure accurate and consistent entry.
• Works closely with IT and Salesforce User Group on the efficiency of the software and setting information policies for member record integrity and retention.
• Tests new applications or programs that relate to or are integrated with the member database.

• Manage / maintain membership structure in A/R.
• Manage the processing of new member applications.
• Lead the annual renewal process.
• Serve as an expert of the membership business rules for reporting and dashboards.

• Lead and supervise the Member Services team in adhering to policies, procedures, budget, controls, and projects for data/order entry and customer service achieving accuracy rates, efficiency improvements, and timelines.
• Manage the overall workflow and assignments for team, including securing outsource resources as approved.
• Manages the performance review process and oversees their professional development.
• Develops and administers the Member Services annual budget.

• Develop and manage advance and onsite registration for events as needed.
• Test onsite registration programs and methods.
• Ensure that needed registration reports are designed and produced in a timely fashion.
• Works with Events team regarding onsite registration and/or badge pickup design and set up.
• Schedule, train, and leads onsite registration staff including hiring temporary registration personnel, both onsite and call center as needed.
• Serves as onsite registration lead for assigned events.
• Handle badge production for events as needed and coordinate IT collaboration when needed.

• Bachelor’s degree in a relevant field or 5+ years of experience managing data storage, integrity, and accessibility in a relational database model and event registration management.
• Proven ability to structure an issue and analyze alternative solutions to root causes using data.
• Outstanding written and verbal business communications skills.
• Proven tactical execution skills.
• Ability to work with and leverage a network of experts and cross-functional teams.

• Deliver customer‑centric service by acquiring and sharing knowledge of current products, events, and services, and ensuring all internal and external customer inquiries are answered within timeline.
• Establish and ensure all departmental policies, procedure, budget, and controls are followed.
• Manage the setup of all products in database and oversee the date/order processing ensuring SOPs are followed.
• Develop and manage advance and onsite registration for events as needed including training and supervising onsite registration staff.
• Maintain quality and functionality of member database.

Business related travel requires on average 7+ times per year.