SUMMARY:

The Senior Director of Member Services and Customer Care provides leadership and strategic direction for the association’s member services, customer care initiatives; develops strong partnerships with state and local chapters and fosters leadership development throughout the Federation. Responsibilities include managerial oversight, financial and budgetary responsibility for the development of programs and initiatives in these areas.

ESSENTIAL RESPONSIBILITIES:

 Member Services / Customer Care

• Manage the strategic direction of the Member Service and Customer Care Departments.
• Develop, promote and administer affiliate services.
• Maintain ongoing contact with state and local affiliates to support their recruitment and retention efforts and communicates resources of national.
• Serve as liaison for the Association Executives Council.
• Attend chapter meetings when appropriate to promote membership and participation in PHCC-National Association and facilitate planning sessions.
• Create and implement short-and long-term programs and initiatives for PHCC’s affiliates that support the long-range plan and strengthen the federation.
• Plan and execute leadership training programs for chapter executives and volunteer leaders.

General Responsibilities

• Work with senior staff to develop plans to achieve the goals outlined in PHCC’s Strategic Plan, advance the image of the association and industry, improve member communication, maximize member service and satisfaction.
• Promote convention attendance Serves as staff liaison for the Membership Committee and Leadership Conference Task Force, and other committees or task forces as needed.
• Prepare and manage annual department budget.
• Administer established departmental policies and procedures.
• Lead assigned staff and maximize resources.
• Perform other duties as required.