Membership and Communications Specialist - Civica Associations Conferences & Exhibitions

The successful candidate is responsible for providing outstanding customer service to our nonprofit association clients. This includes membership support, outreach and recruitment of new association members, and engagement and retention of existing members. The Membership and Communications Specialist would be the primary contact for 2-3 associations.

This position is a good fit for a candidate who enjoys working simultaneously with multiple clients, being driven by a complex timeline of tasks, and providing extreme attention to detail. Organizational skills, collaboration, and teamwork are key to this role. Reports to the Membership Manager and Executive Directors. Interacts with other departments as needed.

This is a mid-level role into the Membership Department and there is room to grow within the department. Once candidates have demonstrated success at the Membership & Communications Specialist level, there is room to advance to Senior Membership & Communications Specialist.

Primary software used: MemberClicks, MyCommittee, Teams, WordPress, MailChimp, SurveyMonkey, SharePoint, ZenDesk, WuFoo, Formstack, Social Media Platforms, SmartSheet, Harvest, Microsoft Office, Sched, Zoom, Vimeo, Canva.

Tasks: (All tasks are based on client need as not all clients operate identically)

Responsibilities:

• Customer Service: Communicate with members/prospective members by telephone, email,  ZenDesk, or in-person to provide information about membership, benefits, programs, and answer general inquires.

• Membership: Process membership renewals/applications in web-based management and tracking systems; present membership information to committee; assemble and send welcome kits and set-up in the member community; work with volunteer leaders to update automated membership messages, at least annually; work with finance to process and record membership payments.

• Database: Update and maintain accurate database profiles for both members and non-members in association management software. This may include multiple processes, i.e., exporting, importing, formatting, and testing for accuracy.

• Engagement: Work with Membership Committee when applicable to evaluate membership levels; promote membership, implement enrollment drives. Offer guidance and resources on best practices for membership recruitment and retention.

• Website: Work with the Executive Director and/or volunteer leaders to update websites with content, membership, and event information as needed.

• Reports: Provide regular membership and dashboard reports, including analysis of enrollment, renewals, lapsed and expired memberships. Provide insight into trends in member feedback or questions.

• Social Media: Create and design content, post, and track engagement on social media accounts.

• Design/Communications: Coordinate with graphic designers and print contractors to create images and marketing collateral, when needed; develop/design and send e-newsletters to include collecting information from volunteer leaders and promoting client events and announcements; paid advertisement management.

• Meetings/Events: Coordinate board and committee meetings and education events that are held at the office for volunteer leaders including making room reservations, ordering food, setting up AV in the room.

• Webinars: Primary point person for most client webinars including Zoom and registration form setup, communicating and run-throughs with speakers, collecting program information, and posting to/updating website.

• Conference Support: Support conference team, as needed, including generating conference registration form, updating conference marketing/information on the main website as well as the conference-specific website; facilitate and/or co-create conference-specific email blasts, lend Learning Management System help when needed (adding programs, creating certificates, supporting live virtual conference events). For in-person conferences assist with name badges, running registration tables, and other tasks. Continuing Education - process CE credits submissions, monitoring CEU storage for members

• Elections and Volunteer Recruitment: Run elections to include: launch, track results, nominations, ballot creation, website notification, onboarding new officials, all the communications/promotional emails; support non-elected volunteer recruitment as directed by volunteer leaders and the Executive Director.

• Serve the association, its volunteer leaders, and members with dedication and a desire to deliver exemplary service.

• Other duties may include (depending on the client): Coordinating awards and scholarships; managing certifications, committee management, creating membership surveys.

Qualifications/Skills:

• Associate's or bachelor's degree.

• Must have a minimum of 1-3 years of professional work experience in an administrative/customer service capacity.

• Excellent organizational skills.

• Attention to detail, accuracy, spelling, grammar an absolute must.

• Demonstrate strong written and verbal communications skills.

• Ability to represent the organization and our clients in a highly competent and professional manner both internally and externally.

• Commitment to customer service, including the ability to handle multiple priorities and move quickly from one client to another when circumstances demand quick action.

• Ability to identify priorities, set deadlines, and adjust quickly to constantly changing demands.

• Exercise initiative to anticipate needs and to identify problems and solve them.

• Work independently.

• Ability to take direction and complete projects in a timely and accurate manner.

• Intermediate skills in Office Suite (including Word and Excel) required for spreadsheet and word processing tasks, including mail merges.

• Ability to think analytically and query data for membership reports.

• Ability to work cooperatively and in a team environment with peers and supervisors

• Ability to learn and embrace new technology quickly.

• Committed and dependable.

Benefits:

• Corporate culture of freedom & responsibility: generous vacation, flexible hours, opportunity to telecommute.

• Compensation commensurate with experience.

• Employees who work a year or more receive an economic interest in the company (expires if you leave our employ).

• Health insurance & company-funded Health Savings Accounts.

• Vision coverage.

• Dental coverage.

• Partial cell phone reimbursement.

• 401k

• Up to two industry membership dues paid annually.

• Company support of the cost of attending educational programs, as approved by a manager.

Civica Associations Conferences & Exhibitions -- http://www.civicamanagement.com -- is a medium-sized, innovative association management company, with clients in many sectors, including health care, education, and public safety. We are a fast-paced office, expanding, and need additional support to help us manage and deliver the highest level of service to our clients.

Civica is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided