The Member Services Manager (MSM) ensures the needs of PHA members are met by working with the VP, Communications and Marketing and other staff members in developing programs and initiatives that recruit and retain community and professional members and deliver on PHA’s strategic plan. The MSM maintains the highest level of customer service while performing daily membership tasks: managing PHA’s application process, member recruitment and retention efforts; developing regular reports on membership metrics, maintaining membership records and database integrity, working with PHA staff to administer key membership programs and services and solicit PHA committee membership; and researching and recommending new ways to add member value.
Recruitment and Retention (65%)
Answers membership inquiries by email, regular mail and telephone, providing follow-up as necessary and logging all interactions from inquiry to
Sends and processes new member communications, welcome and renewal
Regularly assesses general and professional member benefits, initiatives and programs and ensures alignment with PHA’s strategic plan; and determines member benefit value in consultation with PHA’s Advocacy and Patient Engagement and Quality Care and Research departments.
Develops, implements and reports on membership satisfaction surveys to uncover gaps in offerings and identify
Improves membership recruitment and retention by working with staff and leadership to identify opportunities for the development of new member benefits, member recruitment and retention efforts, and engagement in all PHA programs and services.
Develops and implements strategies for promoting, enhancing and supporting PHA membership through Conference, Symposium, and other communication vehicles such other affinity organizations’ conferences/meetings.
Working with VP, Communications and Marketing, develops and implements an annual plan for membership recruitment, retention and engagement, including a review of benefits, potential new markets and partner associations, and communications and marketing/outreach via communications channels, social media, webinars, and other networking opportunities that support strategic priorities of PHA.
Explores value of e-commerce and other new member services.
Collaborates with members of the PHA Communications and Marketing team to build awareness campaigns targeting new and potential members regarding new and existing member benefits and resources to support member satisfaction and engagement
Manage committee membership annual renewal for PHA.
Database Management and Metrics (20%)
Manages the integrity of the membership database; and in collaboration with PHA staff, ensures it is current and collaborates with and trains other staff on upgrades and
Inputs data (new member applications, changes to member records, subscriptions, processes online and mail applications) into membership database, setting guidelines and procedures to ensure information is accurate and current.
Tracks/analyzes and reports membership metrics and sets targets for ongoing monitoring and measuring success.
Supports strategy development by providing key membership data and reports; keeps up with industry best practices by participation in ASAE or other
Updates and maintains functionality of PHA Online Communities/Listservs for PHPN and PHCR.
Member Relations (15%)
Develops and fosters a sense of community for members by providing exceptional customer care and response and becoming an advocate for members’ association needs.
Monitors other similar associations’ programs to avoid duplication and help maintain or provide higher service
Writes and produces member communications for member blasts, e-newsletters, Pathlight magazine and
Acts as staff liaison to the Membership Committee and attends other committees as necessary.
Experience, education, and other requirements
Bachelor’s degree in Marketing, Public Relations, Communications, or related field
3 to 5 years of experience in membership/marketing and customer service within an association; working experience in fundraising, sales or a field that requires similar skills, highly desirable.
Demonstrated ability to develop membership recruitment, retention, and marketing programs.
Excellent oral and written communications skills and superior telephone and email etiquette.
Accurate data entry/word processing skills.
Ability to interact with many types of people at different levels, work well with deadlines and determine priorities and produce results.
Flexibility, adaptability, and the ability to work on a wide variety of tasks independently and in a team structure is required. Team player and openness to work on other projects as assigned.
Well organized, goal oriented and high attention to details. Comfortable working in a fast-paced work environment. Ability to travel 5% of time.
Demonstrated intermediate experience in use of Microsoft Office: Windows, Excel, PowerPoint, Access. Comfort in learning and navigating online communities, and strong working knowledge of membership databases.
Vice President, Communications & Marketing
Working conditions are normal for an office environment. Work may require occasional weekend and/or evening work. Very occasional travel may be required.
HIGHLIGHTS OF BENEFITS & PERKS:
100% employer paid medical, dental, vision, life and disability plans for employees
Paid holidays, vacation, sick and personal days
Transportation subsidy (parking or public transit)
403(b) retirement plan
$60,000 - $70,000
Please apply by clicking this link: Member Services Manager. Applications received without a cover letter will not be considered. We look forward to receiving your application, but no phone calls please.
PHA IS AN EQUAL OPPORTUNITY EMPLOYER:
The Pulmonary Hypertension Association is proud to be an equal opportunity employer, fostering a workplace that celebrates diversity and inclusion and is free from discrimination and harassment. Each applicant will be considered for employment, regardless of his/her/their age, race, color, national origin, ancestry, religion, sex, sexual orientation, gender identity or expression, marital status, pregnancy, physical or mental disability, genetic information, veteran status, uniformed servicemember status or any other status protected by applicable federal, state or local laws.
For more about PHA see: www.PHAssociation.org
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.
PLEASE NOTE: PHA employees are currently working from home due to COVID-19 conditions. We plan to return to the office when it is safe to do so. This position may begin on a remote basis, but will eventually be an in-office position.
Founded in 1991 by patients, for patients, the Pulmonary Hypertension Association (PHA) is the oldest and largest nonprofit patient association in the world dedicated to the pulmonary hypertension community. Pulmonary hypertension (PH) is a rare, chronic and life-threatening disease of the lungs for which no cure currently exists. Our mission is to extend and improve the lives of those affected by PH. To achieve our mission, PHA engages people with PH and their families, caregivers, healthcare providers and researchers worldwide who work together to advocate for the PH community, provide support to patients, caregivers and families, offer up-to-date education and information on PH, improve quality patient care and fund and promote research.
PHA seeks mission-driven, talented professionals to join our team of dedicated employees working to advance our mission and improve the quality of life of those who live with this deadly lung disease.
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