The Council for Advancement and Support of Education (CASE) is recruiting for a Manager, Member Account Services reporting to the Director, Membership Systems.
CASE is a global not-for-profit and membership association whose vision is to advance education to transform lives and society. Its mission is to inspire, challenge and equip communities of professionals to act effectively and with integrity to champion the success of their institutions. Advancing education in over 3,600 member institutions, CASE has 85,000 members in 82 countries.
Broad and growing communities of professional practice gather under the global CASE umbrella. Currently these include advancement services, alumni relations, communications, fundraising, government relations, institutional leadership and marketing. Individual members are at all stages of their career and may be working in universities, schools, colleges, cultural organizations or other not-for-profits. CASE membership also includes many corporate partners. CASE uses the intellectual capital and professional talents of an army of volunteers to advance its work.
Headquartered in Washington, DC, CASE works across all continents from its regional offices in London, Singapore and Mexico City. CASE works to achieve a seamless experience for all its stakeholders: particularly its members, volunteers and staff. Working together across time zones and borders, CASE staff in all offices seek to make the ambitious OneCASE aspiration a reality.
The Manager, Member Account Services is an integral member of the Membership Systems team and is expected to be a spirited champion of the CASE brand for the community of advancement professionals CASE serves. This position is responsible for planning, implementing, and evaluating the member retention program for institutions in the United States and Canada, supporting efforts to acquire new members, and supporting the overall needs of the department.
The core functions of this position include but are not limited to the following:
Sales, Lead Generation, and Outreach
Develop, implement, track, and analyze strategies for retaining at-risk members.
Prospect institutions for membership, including former and never-been-member institutions.
Actively engage in the recruitment and retention of members on the phone and in person.
With direction from senior leadership, set and monitor retention targets and specific performance metrics.
Measure and report on member renewals, interactions, and solicitations using Contact Tracking and other tools.
Work closely with the Director, Database Administration to enter, update and manage leads in Personify.
Use organizational data entry and record keeping practices to maintain accurate and timely records and interactions in Personify.
Process membership applications, renewals, and apply dues payments.
Respond to member inquires and fulfill member requests.
Member Engagement and Retention
Develop and maintain extensive working knowledge of CASE and its member benefits, programs and services; including, but not limited to, conferences, publications, research in order to effectively communicate member value.
Participate in the implementation of new member onboarding.
Work collaboratively with Member Engagement staff and volunteers in the retention of current members and reinstatement of former members.
Partner with Marketing and Communications staff to develop ongoing communications with primary coordinators on key topics.
Work directly with members and prospective members to communicate the CASE value proposition.
Participate in the review and development of membership collateral.
Actively participate in global membership meetings and provide expertise and input on matters related to retention and recruitment practices in US/Canada.
Provide occasional onsite support for the membership exhibit space at District and Special Programs conferences.
Serve as the lead for content development and refresh on the Membership section of the CASE website.
Fiscal Management/Budget Responsibilities/Judicious Use of Resources
Exercise fiscal responsibility in the use of all CASE resources.
Track and manage department budget expenditures and coordinate with finance and accounting to ensure prompt payment of all sales invoices.
Exhibit appropriate leadership toward and work cooperatively and supportively with all volunteers with whom this employee has contact, including CASE’s volunteer leadership.
Collaborate with CASE colleagues in other parts of the world to ensure the best sharing of effective practices.
Performs other duties and responsibilities as assigned by the Supervisor.
Education and Experience:
Bachelor’s degree, preferably in marketing, business administration or a related field.
Five (5) or more years of experience as a membership coordinator or specialist, ideally in a non-profit membership or trade association, or an equivalent combination of relevant experience and education/training required.
High proficiency with client relationship management systems and/or association management systems. Experience with Personify is preferred.
Additional experience working in sales and/or marketing experience is a plus.
Skills and Abilities:
A demonstrated interest in advancing education in the not-for-profit sector.
A strong commitment to contributing to an organizational culture that celebrates diversity and inclusion.
An understanding of and interest in engaging with a broad range of cultures and countries.
Ability to uphold a strict level of confidentiality. (CASE is a global organization that adheres to global data privacy standards.) Flexibility for periodic travel.
Excellent communication skills, verbal and written, that allow engagement with levels of all stakeholders within an organization.
Must have technical proficiency with Microsoft Office (Word, Excel, and PowerPoint).
Good interpersonal skills and proven ability to work independently and collaboratively. Ability to lead and participate on teams.
Drive, ability to work in a fast-paced environment, and strong project management skills that ensure ability to manage multiple priorities and deadlines.
Proven problem-solving skills and excellent, pro-active customer service and satisfaction skills.
A pro-active and can-do attitude, even when working under pressure and with all levels of staff.
Flexibility for periodic travel.
Qualified applicants should CLICK HERE to upload their résumé and paste their cover letter with salary requirements. Applications without the required skills and experience or salary requirements may not be considered. Preference may be given to applications received before Sept. 22, 2019. NO PHONE CALLS PLEASE.
About Council for Advancement and Support of Education
The Council for Advancement and Support of Education (CASE) is a professional association serving educational institutions and the advancement professionals who work on their behalf in alumni relations, communications, development, marketing and allied areas. CASE helps its members build stronger relationships with their alumni and donors, raise funds for campus projects, produce recruitment materials, market their institutions to prospective students, diversify the profession, and foster public support of education. Key facts about CASE:
Founded in 1974 as the result of a merger between the American Alumni Council and the American College Public Relations Association
Maintains headquarters in Washington, D.C., with offices in London (CASE Europe, 1994), Singapore (CASE Asia-Pacific, 2007) and Mexico City (CASE Latina America, 2011)
Is one of the world's largest nonprofit educational associations in terms of institutional membership
Includes more than 3,670 colleges and universities, primary and secondary independent and international schools, and nonprofit organizations in more than 82 countries around the globe
Serves nearly 81,000 advancement professio...nals on the staffs of member institutions
Led by volunteers with more than 4,850 advancement professionals serving as board members, speakers, authors, conferences planners and more