Membership Operations & Engagement Manager

Reporting to the Director of Membership & Strategic Partnerships, the Membership Operations & Engagement Manager manages membership data and day-to-day operations while building strong member relationships. This hands-on role ensures accurate records and effective membership processes and uses member interactions and data insights to support engagement, retention, and growth.

• Serve as the primary steward of membership data, ensuring the accuracy, completeness, integrity, and ongoing maintenance of member and organizational records within the association management system (AMS).
• Create and update member accounts, organizations, contacts, demographic information, membership status, and other membership records; process new member applications, coordinate invoicing and payment options, and manage routine account and membership changes.
• Conduct regular data-quality audits, validation, reconciliation, deduplication, and data-cleaning activities; research and resolve incomplete, inconsistent, or inaccurate records.
• Maintain consistency between Leading Age Minnesota membership records and information shared with Leading Age national.
• Use Excel, Power Query, and other analytical tools to organize, combine, reconcile, and analyze membership data and develop efficient, repeatable data processes.
• Develop and maintain recurring membership reports, dashboards, charts, and visualizations to monitor membership trends, demographics, recruitment, renewals, retention, and engagement.
• Fulfill internal requests for membership lists, reports, data pulls, and analysis in support of organizational programs and initiatives.

• Manage and conduct the day-to-day operations of the membership program, ensuring processes are accurate, timely, efficient, and member-focused.
• Manage key components of the annual membership dues and renewal cycle, including data preparation and verification, payment tracking, and member follow-up.
• Monitor outstanding balances and conduct timely, professional, and relationship-focused dues follow-up; research and resolve billing discrepancies, payment issues, and account questions.
• Identify and implement opportunities to improve membership workflows, data accuracy, operational efficiency, and the member experience.
• Serve as an internal resource regarding membership updates and records, operations, policies, and processes.

• Build and maintain strong relationships with member organizations and serve as a knowledgeable, responsive, and approachable point of contact.
• Provide high-quality member service by responding to questions, resolving concerns, following through on requests, and connecting members with appropriate resources, programs, staff, peers, and engagement opportunities.
• Develop and maintain knowledge of member organizations, key contacts, priorities, organizational changes, and engagement with Leading Age Minnesota to provide relevant and personalized support.
• Manage routine member outreach and relationship follow-up and proactively identify opportunities to strengthen member engagement.
• Manage the new-member onboarding process, ensuring members and key contacts understand and can access relevant benefits, resources, programs, and engagement opportunities.
• Conduct routine retention outreach and identify members requiring additional attention or senior-level relationship support.
• Document meaningful member interactions, organizational changes, relationship information, and engagement activity in the AMS to maintain current and actionable member intelligence.
• Identify member concerns, changing needs, and emerging issues and coordinate appropriate follow-up, escalating significant relationship matters when appropriate.
• Represent Leading Age Minnesota professionally in interactions with members and prospective members.

• Under the direction of and in collaboration with the Director of Membership & Strategic Partnerships, support the execution of membership recruitment, retention, and engagement strategies.
• Research and identify prospective members and maintain accurate,…