The Director of Membership Services works to develop and manage a positive customer experience for Trout Unlimited’s members, adding value to the member experience and setting the stage for increased future member engagement. The position is responsible for identifying and implementing strategies to guide TU’s personal engagement with individual members; managing the organization’s inbound and outbound customer service communications, including external resources; coordinating the efforts of internal team members to ensure all are working in alignment with TU’s overall customer care objectives; and assessing performance to make recommendations for the future.
These are exciting times for Trout Unlimited. Guided by our new strategic plan, we are actively working to become an organization that inspires a more diverse corps of supporters to join us in advocating and caring for our lands and waters. The Director of Membership Services will be instrumental to ensuring every TU member feels both welcomed into and respected by the organization.
This position reports to the Director of Membership Marketing and will work closely with colleagues throughout TU’s Marketing and Communications department, including the department’s Vice President. The director will also work closely with TU’s Volunteer Operations team to elevate issues, provide feedback, and report information that can lead to greater volunteer satisfaction and engagement. This role interacts regularly with colleagues on TU’s Development team and members of the senior leadership team.
The position is based in Arlington, Virginia, and will allow for 75-80% work from home.
DUTIES AND RESPONSIBILITIES
Build, document and implement business rules and pathways of engagement to ensure TU’s customers are treated as valued members of the TU community. Include utilization of best practices for customer service and donation processing within the nonprofit sector.
Manage external partners contracted for mail and payment processing, contact center, warehousing, and premium/acknowledgement fulfillment.
Drive internal and external support for ongoing renewal, acquisition, and fundraising campaigns among staff and 3rd party vendors. Coordinate assignment of source codes.
Train staff and contractors on TU business practices and gift processing guidelines.
Collaborate and coordinate with key stakeholders in Marketing and Communications, Development, Volunteer Operations, and Finance & Accounting to track and analyze member feedback relative to campaign performance.
Directly communicate with members by actively responding to calls and emails with members in line with TU’s established escalation process.
Work with IT and vendor resources to ensure that the customer service team has the appropriate training and tools for coding and processing gifts, noting call results, and updating the CRM.
Maintain weekly premium and acknowledgement fulfillment reviews.
Assist in maintenance of the NetForum CRM and maintain tracking of database issues, needs and successful resolutions.
Oversee TU’s Combined Federal Campaign, car donation, and workplace giving programs.
Develop and maintain annual budgets and monthly forecasts.
Lead and champion use of member analytics within TU’s KPIs.
Supervise a team of two.
Manage TU’s relationships with several external partners.
At TU, we value a diverse representation of staff, and we actively seek candidates for this position who come from communities that have been historically under-represented in conservation and angling. We are committed to building space for all people to participate in our work to care for trout and salmon and clean our shared waters. We are proud to be an equal opportunity employer and we encourage you to learn more about our equity practice and values at tu.org/equity.
A Bachelor’s degree (required).
A minimum of 5 years’ experience in a customer service operations role (required).
Experience managing direct reports and external support teams.
Ability to work independently, with the capacity to manage complex issues and challenges.
Experience in delivering customer solutions to diverse audiences.
Ability to manage multiple priorities simultaneously and adapt to changing priorities with flexibility and efficiency.
Experience with database marketing and CRM management. (TU’s CRM is NetForum.)
Strong organizational skills and an ability to meet high standards of quality and accuracy.
Experience working in a nonprofit environment a plus.
Strong business analysis skills including an understanding of trends and forecasting.
Clear understanding of and commitment to the principles of diversity, equity, and inclusion.
Excellent oral and written presentation skills; proficiency in the preparation and presentation of proposals, plans, reports, and documents.
Interest in and passion for TU’s mission.
Familiarity with conservation and fishing/angling a plus, but not required.
Trout Unlimited (TU) is a conservation organization that is uniqely positioned to create common ground among diverse interests. We overcome obstacles with grassroots credibility, professional skill, non-partisanship, and scientific expertise. We build meaningful relationships with decision makers, land and resource stewards, community members, and other stakeholders to deliver meaningful change across landscapes. TU is both a local, on-the-ground force and a national player. Our mission is to bring together diverse interests to care for and recover rivers and streams so our children can experience the joy of wild and native trout and salmon.