Based in Atlanta, GA, the American College of Rheumatology is a professional association for physicians, health professionals and scientists that work in the medical subspecialty of rheumatology. The ACR has over 9,400 members from around the world. We offer a variety of services, including: educational programming, legislative advocacy, and practice management support and grant funding through the Rheumatology Research Foundation. The ACR’s Annual Meeting, held each fall, is the premier scientific meeting in the world devoted to rheumatic diseases. For more information on American College of Rheumatology, please go to www.rheumatology.org.
TITLE: Sr. Specialist, Member Services
POSITION #: 45
DATE: April 2019
LEVEL: Sr. Specialist
SUPERVISOR: Director, Administration, Governance & Member Services
POSITION SUMMARY DESCRIPTION:
This position is responsible for the growth and development of our membership program that generates upwards of $1.9 million in annual income from dues and other revenue streams. The incumbent will report to the Director, Administration, Governance & Member Services and works closely with members, volunteers and other departments, particularly Information Technology (IT), on projects related to or benefiting our members and volunteers. The position is accountable for member recruitment and retention, customer service, marketing, as well as financial reconciliation of revenues and expenses.
DUTIES & RESPONSIBILTIES:
Implement membership strategies to increase membership dues revenue by positively impacting member retention and recruitment
Create, Develop and Implement Marketing Plans for Membership Communications including metrics to evaluate effectiveness of marketing efforts
Oversight of membership application process and rejoin process to ensure that candidates meet eligibility requirements. Communicate and collaborate with various departments to advance the membership experience
Assess memberships needs by initiating annual membership survey
Develops and maintains Strategic Operating Procedures for Member Services for all member services policies and procedures
Serve as Staff Liaison to the Pediatrics Special Committee managing all activities related to the committee including setting agenda; coordination of meetings; management of budget; oversight of the Pediatric Residency Program and AMIGO mentoring, and submission of relevant action items to the Board of Directors
Association Management System (AMS)
Leads development of membership policies, procedures, and standards as related to the database
Assesses appropriateness and changes membership categories per standard operating procedures; adjusts invoices and confirms matching renewal billing records; activates or cancels online shopping carts; amends member’s online access to benefits; and identifies and merges duplicate records
Executes monthly reporting such as creation of renewal billing invoices and terminating unpaid memberships; provides lists and invoice for scientific journals and news magazine to vendor; and communicates with vendor to send renewal and termination notices
Compile and distribute statistical membership reports and work with accounting and IT to ensure accuracy and integrity of data
Coordinate, track, test, and evaluate targeted recruitment and retention campaigns
Serve as a member on ACR Internal Data Steering Committee
Serves as a liaison to internal and external stakeholders for all member services including requests for assistance, comments, complaints, etc.
In-house expert on all member programs, products, services and benefits as well as ACR bylaws, policies, procedures and functions
Annual development of budget for upcoming fiscal year
Monitoring revenues and expenses and provides quarterly variance reports
Attends the annual meeting, with responsibility for the membership booth and duties as directed, including training assigned ACR staff members and temporary employees in membership procedures and customer service
5 years total experience in association management, non-profit or healthcare industry related work with 3 of those 5 years being spent in a membership department supporting 5,000 plus members
3 years of relevant experience working with Salesforce, or similar database/CRM system
Experience with Association Management Systems desired
Experience collaborating with IT in an Agile environment desired
Stellar written and oral communication skills
Marketing and sales experience
Certification or completed coursework in membership or non-profit organization management
Effective and diplomatic communication skills with members, volunteers, vendors, and staff
Strong collaborative work style
Ability to think strategically, considering organizational goals and requirements with all projects
Exceptional organizational and project management skills
Experience establishing requirements for and conducting user acceptance testing (UAT) on new technology initiatives
The ACR provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. The ACR complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities or conducts business.
This is not a contract. The description and duties as they relate to this position are subject to change as reasonable business necessity dictates. In the event of such changes, a new job description may be created.
Internal Number: SSA-GMEM
About American College of Rheumatology
The American College of Rheumatology's mission is advancing rheumatology. The organization is for physicians, health professionals, and scientists that meet the mission through programs of education, research, advocacy and practice support.
The ACR provides professional education for its members through several venues. The Annual Scientific Meeting, held each fall, is the premier scientific meeting devoted to the rheumatic diseases. This meeting draws thousands of rheumatologists and arthritis health professionals from around the world. A winter rheumatology symposium, spring clinical meetings, and other topical conferences round out the ACR's educational offerings.