As a key member of the Membership team, the Senior Specialist is responsible for the implementation of programs and activities designed to improve member relations and strengthen member retention and renewals. S/he reports to the director of membership and works closely with the membership coordinator and data specialist, and across the unit to accomplish departmental goals and objectives.
Membership marketing: Develop, implement, monitor, and evaluate membership marketing campaigns to achieve departmental goals and objectives. Work closely with the director and data associate to examine member data, identify trends, and opportunities to engage and recruit members.
Dues billing: Coordinate with Membership staff and various internal departments to execute yearlong member dues billing and renewal processes. Draft letters, contact members who are in grace period or lapsed status to solicit new/renewal membership.
Data management: Participate in departmental efforts designed to proactively maintain and improve data accuracy and integrity by updating member and nonmember records with information obtained from a variety of sources. Participate in future CRM design phases and participate on cross-functional data governance or other similar teams.
Customer Service: Respond to member inquires or general member services internal requests and via phone or email; other duties as assigned. Serve as back up to the membership coordinator, when needed.
Internal: Membership, Marketing, Web Services, IT, Finance, and ACE program staff
Knowledge, Skills, and Abilities
Knowledge of databases, CRM/association management system and data visualization tools are a plus
Must be able to understand the intended result and be able to create and execute the step-by-step tasks needed to accomplish the goal
Must be task oriented and self-starter
Extremely well-organized, goal-oriented and very high attention to detail
Must be articulate and comfortable contacting members to track down information, follow up on lapsed memberships, and respond to inquiries
Exceptional oral/written communications, analytical, decision-making, problem-solving, teamwork, and interpersonal skills
Bachelor’s degree required
Five to seven years in similar role, preferably at a nonprofit organization
Experience working in CRM or other association management tools
External: ACE members, prospective members, vendors, other constituents
The American Council on Education is an Equal Opportunity/Affirmative Action employer. 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.
The American Council on Education (ACE) is a higher education, non-profit organization with almost 1,700 member institutions and educational organizations. ACE's mission is to provide leadership and a unified voice on key higher education issues through advocacy, research, and program initiatives. ACE programs include several leadership programs for college and university administrators and faculty. (For more information on ACE: www.acenet.edu)