Director of Membership & Customer Service

At CGi, our mission is to create growth and strategic results for associations, businesses, meetings, and events. We are a small (under 50 employees), but progressive company with our headquarters in Little Rock, Arkansas and staff located across the U.S. You can find out more about what we do by visiting our web site at http://www.cgiresults.com and also visiting our client site at http://www.acmaweb.org/

CGi provides an array of services: association and event management services, as well as educational and analytical products/services to hospitals and health system clients. Our commitment to maintaining the highest standards of quality and client satisfaction allow us to facilitate the growth and success of each of our valued clients. We believe that our employees and their contributions are critical in this mission.

GENERAL DESCRIPTION OF POSITION

The Director of Membership & Customer Service will lead membership and customer service for all assigned CGi clients. Scope of responsibility will include strategy, service development, operations, personnel management, and outcome/budget accountabilities.

The Director will understand, articulate, and advocate the needs of our members/customers while enhancing revenues through satisfaction, retention, and business development. The Director will help the membership and customer service teams, as well as other departments, cultivate a service-oriented culture that supports positive member/customer satisfaction and engagement.

ESSENTIAL DUTIES AND RESPONSIBILITIES

·      Oversee all aspects of developing, strengthening, and maintaining membership including developing long and short-term membership development benchmarks and budgets; strategically planning for and collaboratively undertaking marketing activities, including direct mail campaigns; use of social media and website content; leading ACMA’s member service efforts; and ensuring, administering, interpreting, and responding to program evaluation and member satisfaction.

·      Ensure the annual membership renewal process is timely and professional. This process includes: providing scheduled member renewal notices, evaluating distribution list of expiring members and defining and executing clear follow-up methods, ensuring effective auto renewals, managing,/resolving undeliverable notices and conducting audits that ensure procedures were followed.

·      Assess all member services/benefits annually and continually enhance existing and/or recommend additions or deletions to ensure they are attractive, beneficial, and relevant.

·      Ensure membership/customer database functions optimally and is continually updated – oversees member data accuracy and audit processes.

·      Collaborate with Chapter and Meeting Services to effectively promote membership growth through chapter, member engagement and local networking/recruitment.

·      Develop and manage annual campaigns and create/implement new ideas for sustainable membership growth and retention.

·      Manage budget and work with Sales & Marketing to execute high ROI membership recruitment and retention strategies.

·      Work with Marketing and Sales to update membership collateral (i.e. flyers, brochures, and/or new member and prospective member packets.)

·      Identify potential new markets for membership growth and recommend new chapters, targeted campaigns, educational events or other strategies that lead to membership growth.

·      Maintain awareness of industry trends, standards, advancements, and influence change/improvements.

·      Monitor and mine the Customer Activity Dashboard data, analyze data, report areas of concern to relevant stakeholders, make continuous improvement recommendations, and improve overall company performance/efficiency.

·      Manage the company’s Customer Service Model. Ensure compliance to our service standards and company values and provide customer service training as needed to all employees.

·      Interfaces with other departments within the organization to ensure the customer service team is prepared to support products, services, and goals.

·      Ensure procedures for all work processes related to membership and customer service are developed and documented.

·      Develop, coach, and retain high-performance team members, ensuring delivery of exceptional service to customers.

·      Manage department resources, direct workflow priorities for staff, and ensure day to day requisite business activities.

·      Create and maintain a comprehensive membership manual documenting policies, procedures, forms and staff accountabilities; monitor, analyze and enhance internal procedures on an on-going basis.

·      Achieve annual client membership goals and customer satisfaction goals.

EDUCATION AND EXPERIENCE

·      Bachelor’s degree from an accredited university with at least 5 years of professional experience in a related role

·      Demonstrated ability to provide quality customer service and to lead and balance work with our internal and external customers

·      Program planning, implementation and evaluation experience preferred

·      Highly organized and detail-oriented, flexible, and collaborative with an ability to prioritize and simultaneously manage multiple tasks

·      Excellent written and oral communication skills

SOFTWARE SKILLS REQUIRED

·      Proficiency in Microsoft Office suite, including Excel, PowerPoint, Word, and Outlook.

·      Intermediate: Contact and Database Management

COMMUNICATION AND CRITICAL THINKING SKILLS

Ability to read, analyze, and understand general business/company related articles and professional journals; Ability to speak effectively before groups of customers or employees. Ability to solve practical problems and deal with a variety of known variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, or diagram formats.

EXPECTED TRAVEL



15%

WHY YOU SHOULD COME WORK FOR US

We offer medical, dental, vision, matching 401k benefits, 12 paid holidays, 17 Paid Time Off (PTO) days, Half-Day Summer Friday program, benefit of working hybrid/remote, and get to work with a great team of people!

EQUAL EMPLOYMENT OPPORTUNITY

CGi is an equal opportunity employer and values diversity. All employment is decided on the basis of qualifications, merit, and business need.

NO PHONE CALLS PLEASE. NO RECRUITMENT FIRMS PLEASE.