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The American Institute of Architects (AIA)
AIA will provide you with the opportunity to advocate for the value of architecture and give architects and design professionals the resources they need to do their best work. The collective voice of architects is essential, and our work drives positive change through the power of design.  

Each one of us at AIA is a leader committed to demonstrating our mission and values and designing a better future for our country and planet. Even in times of change, AIA’s values remain constant:

• We stand for equity and human rights
• We stand for architecture that strengthens our communities
• We stand for a sustainable future
• We stand for protecting communities from the impacts of climate change
• We stand for economic opportunity
• We stand for investing in the future
• We speak up, and policymakers listen

The American Institute of Architects, as part of the global community, is building a culture of equity, diversity, and inclusion within the profession of architecture to create a better built environment for all. Achieving this vision has a direct impact on the relevance of the profession of architecture and the world's prosperity, health, and future.

Job Summary:

function of the Membership Outreach and Engagement Manager, reporting to the Director, Membership Strategy, in the Membership Strategy & Engagement department, the function of the Manager, Membership Outreach & Engagement is to manage the membership outreach function and support operations. Additional responsibilities include but are not limited to; 1) ensuring the membership outbound sales channel and operations team achieve daily business objectives; 2) membership revenue and count goals; 3) generating new and increased membership acquisitions; 4) targeting and retaining former and existing members in jeopardy of non-renewal according to established goals and objectives for area of responsibility; and 5) building new relationships and scaling sales and engagement activities across influencers, partners, schools, firms, components, etc. This role will also assist as needed with membership operations which includes processing of revenue and non-revenue transactions and call center inbound support.

This position is considered a core staff position. To provide AIA members and customers with services during inclement weather or similar extraordinary circumstances, the incumbent will telework and continue to serve our members and customers unless they encounter circumstances that may prevent them from working at home.

Sales Duties -70%:

• In collaboration with the Director, Membership Strategy, the Manager, Membership Outreach and Engagement will assist with development of strategies to retain existing members; work closely with the Call Center and execute new initiatives to engage membership. 
• As identified by the Managing Director, Member Support & Solutions and the Managing Director, Membership Strategy and Engagement, collaborate with membership operations management and multiple departments to facilitate enhancements of new programs, messages, campaigns, offerings, and other areas to recruit members.
• In coordination with the Director, Membership Strategy, help develop, guide, and manage the new member orientation and onboarding process including integration at state and local tiers.
• In coordination with Director, Membership Strategy, develop membership tools that provide a road map for individuals and/or institutions regarding their membership – how to navigate membership in AIA.
• Working with the Director, Membership Strategy, and Director, Membership Retention & Engagement, develop strategies for building and engaging AIA’s membership base across our website, apps, and social platforms with Brand & Creative and IT teams.
• Working with the Director, Membership Strategy, define, create, and assist with delivery of outbound sales & marketing campaigns.
• Manage resource planning, reporting, territories, incentives, and communications.
• In coordination with the Director, Membership Strategy,help develop and manage sales pipeline, including developing prospect lists, utilizing available technologies to identify contacts, communications, and follow-up.
• Manage the membership sales activities to ensure that all prospective and active members, customers, components, and client needs are handled in a professional and courteous manner.
• Work with staff to help identify prospect/member needs through personal contact, & cross-selling of other AIA product and services as directed.
• Perform analysis of prospects needs and present value by matching their needs with features, advantages and benefits of the product/program and service.
• Perform probing during inbound calls through membership services call center queues.
• Manage sales collaboration efforts and follow-up with state and local components.
• Working with the Director, Membership Strategy, establish and achieve growth and sales targets.
• Manage firm sales engagement and all prospective members through meeting daily, weekly, monthly, quarterly, and annual goals.
• Review, recommend, implement, and maintain sales management tools and software.
• Manage weekly sales forecasting of inside sales performance and strategically measure and analyze the sales metrics including close rate, revenue etc. for all selling activities.

Membership Support Duties-20%

• In a timely manner, address and resolve customer issues/problems that have been escalated to require immediate and concierge-level attention.
• Identify and utilize available resources to effectively support business objectives.
• Assist with membership operations support through inbound call and email, chat operational support for members, components, public, and continuing education providers.
• Ensure Membership Operations Service Level Agreements (SLA’s) for processing and call center service benchmarks are met.
• Working with the Director, Membership Strategy and the Managing Director, Member Support & Solutions to identify areas for improvements and changes in outbound call and membership operational processes to increase productivity, enhance the customer experience, and reduce costs and risks.
• Works collaboratively with peers in department; partners with management to assist with operational and strategic direction on training programs needed to optimize service performance.

Other Responsibilities-10%

• Support and promote the mission and priorities of the Institute and a positive workplace culture.
• Maintains relevancy to Institute by participating in meetings, webinars, social media, discovery calls, and training.
• Work collaboratively with peers in department; partner with senior management to assist with operational and support strategic direction on training programs needed to optimize service performance.
• Adhere to AIA membership strategy and services operational policies and procedures to help ensure top team performance.
• Drive continuous improvements to departmental processes to increase productivity, enhance the customer experience, and reduce costs and risks through operational and technology enhancements.
• Work with the Director, Membership Strategy and the Managing Director, Member Support & Solutions and to maintain superior quality service standards by regularly auditing outward facing communications from the team.
• Work with the Director, Membership Strategy and the Managing Director, Member Support & Solutions to conduct annual audit and updates to all standard operational procedures and manage both internal and external documentation.
• Other duties as assigned by the Director, Membership Strategy, and the Managing Director of Membership Strategy & Engagement.

Frequent contacts:

• Prospective, Existing and Former members
• Firm influencers (Points of contact)
• Clients/Customers
• Public
• AIA Continuing Education providers
• AIA Management Team
• CACE (Council of Architectural Component Executives) and their system users
• AIA Component staff
• AIA Accounting & Finance
• AIA Component Engagement team
• AIA Technology team
• AIA Research
• Professional Development & Resources
• AIA Legal and Business Affairs

Qualifications

• Proficient written, oral communication, customer service, problem solving and sales skills.
• Demonstrated experience with sales and proven sales results.
• Ability to help develop and implement business/sales plan; very strong member/customer focused.
• Demonstrated customer service experience.  This includes skills in resourcefulness, diplomacy, initiative, as well as an innate sensitivity to the needs of members and components.
• Knowledge of financial products, services, and operations to include membership products.
• Ability to work independently and as part of a team to solve challenges and make decisions; translate results, demonstrate flexibility and eagerness to learn and embrace challenge.
• Must be numbers and detail oriented; experience in analyzing data and sales statistics, strong relationship building skills; able to generate large percentage of goals via outbound calling efforts.
• Demonstrated attention to detail and organizational skills.
• Prior experience  manage member volunteers desired but not required.
• Experience with Fonteva-Salesforce, Excel, Word, and Cisco preferred.

Bachelor’s Degree preferred with a minimum of 4-5 years of sales,  business development or customer service experience. Preferred experience in sales and as a team lead. . Some outbound experience required.

Supervisory Requirements

No direct reports.

What we offer
We offer a comprehensive benefits package that reflects our company values and workplace culture, including:

• Medical and dental
• 401(k)
• Flexibility
• Paid time off
• Flexible spending accounts
• Income protection- (Life Insurance Coverage up to 2x salary) & disability plans at no cost.
• Tuition and membership reimbursements
• AIA employees have access to a variety of other programs, including:
  • Employee Assistance Program (EAP) for employees and their family members
  • Computer purchase program
  • Fitness club discounts
  • Prepaid legal services program
  • Identity theft protection

Travel Requirements:                                       N/A

Work Location:                                       Washington, DC. Hybrid. This position will periodically be required  

                                                                          to be on-site at the AIA Headquarters in Washington D.C.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability, in accordance with the applicable law.

About The American Institute of Architects

The AIA, in existence for more than 150 years, works to advance the value of architects and architecture and increase the living standards of people by improving their built environments. The AIA, with a membership of over 90,000, is the largest voice of the architectural community. *Educating the public to strengthen the value of architects and the overall role of the profession in the building industry. *Using our influence in legislative and regulatory concerns that affect and potentially govern the professional lives of architects. *Researching new job markets and new career specializations to ensure architects can meet society's needs now, and in the future. *Expanding the architectural knowledge base as changes in the profession occur. *Offering a network for support and information exchange with colleagues and industry professionals across the country and the globe.

Connections working at The American Institute of Architects