Director of Membership

Naval Helicopter Association, Inc.

San Diego (CA)

On-site

USD 82,656,000 - 96,432,000

Full time

2 days ago

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Benefits offered by this job

Competitive pay based on experience

Flexible work environment

Growth opportunities

Job summary

Naval Helicopter Association, Inc. seeks a Director of Membership to lead day-to-day membership administration and lifecycle management. You will ensure accurate records, renewals, upgrades, and member support while coordinating with leadership and volunteers.

This role also oversees the merchandise store and member communications. Collaborate with the Executive Director and other directors to design programs, verification processes, and events that enhance member experience and engagement.

Qualifications

Experience in nonprofit or association membership management preferred.
Strong written and verbal communication skills.
Ability to manage multiple recurring responsibilities and deadlines.

Responsibilities

Oversee day-to-day membership lifecycle, onboarding, renewals, expirations, upgrades, and records.
Support merchandise store operations and fulfillment.
Coordinate with executives and other teams on membership reporting and campaigns.
Provide member-facing service and respond to inquiries in a timely manner.
Assist with events, registration, and member communications.

Skills

Membership management

Customer service

Office software

Attention to detail

Education

High school diploma

Tools

CRM systems

E-commerce platforms

Job description

The Director of Membership is responsible for the day-to-day administration, service, retention, growth support, and overall experience of Naval Helicopter Association members.

This position manages the membership lifecycle, membership records, member support, Lifetime Membership fulfillment, membership eligibility verification, merchandise store operations, membership reporting, and member-related event support.

The Director of Membership works closely with the Executive Director, Director of Communications, Director of Business Development, NHA leadership, volunteers, vendors, and affiliated organizations to ensure members receive timely, professional service and that membership programs are administered accurately and efficiently.

The position is expected to independently manage assigned responsibilities while operating within established NHA policies, procedures, budgets, and strategic direction established by the Executive Director and NHA leadership.

Key Responsibilities

Membership Administration

Manage the day-to-day NHA membership lifecycle, including applications, onboarding, renewals, expirations, reactivations, upgrades, and account corrections.
Maintain accurate membership records, contact information, membership categories, expiration dates, and membership status.
Monitor membership activity and maintain accurate lists of current, expiring, expired, prospective, and Lifetime Members.
Conduct routine outreach to members regarding renewals, expirations, account questions, membership benefits, and administrative requirements.
Serve as the primary staff point of contact for membership questions and account support.
Process membership applications, renewals, upgrades, corrections, transfers, and other routine membership requests.
Maintain membership-related procedures, templates, checklists, and internal documentation.
Escalate unusual membership issues, policy questions, complaints, or exceptions to the Executive Director when appropriate.

Membership Growth & Retention

Implement membership recruitment, renewal, retention, and reengagement initiatives approved by the Executive Director.
Support outreach to lapsed members and prospective members.
Monitor member feedback, participation, renewal activity, and common member concerns.
Identify opportunities to improve the member experience and increase engagement.
Provide recommendations to the Executive Director regarding membership benefits, programs, engagement opportunities, and member service improvements.
Coordinate with the Director of Communications on renewal campaigns, recruitment messaging, membership promotions, and member-facing materials.
Track membership activity and trends and provide regular updates to the Executive Director.
Manage Lifetime Membership administration and fulfillment.
Maintain inventory of Lifetime Membership coins, patches, cards, certificates, and related materials.
Prepare and coordinate Lifetime Membership packages and fulfillment.
Maintain accurate records of completed and outstanding fulfillment.
Coordinate corrections, replacements, and other member fulfillment needs.

Membership Eligibility & Verification

Verify membership status for NHA programs, events, awards, member pricing, benefits, and other activities requiring confirmation of membership.
Assist with membership eligibility verification related to NHA programs and affiliated organizations when authorized.
Coordinate with the NHA Scholarship Fund regarding membership verification when required.
Maintain appropriate documentation of membership verification.
Support event staff and leadership with membership verification associated with registration and member benefits.
Refer eligibility disputes or policy interpretation questions to the Executive Director.

Merchandise Store Operations

Manage the day-to-day operation of the NHA merchandise store.
Maintain product listings, pricing, inventory records, and product availability.
Process merchandise orders and coordinate packing, shipping, and fulfillment.
Respond to merchandise-related customer service inquiries.
Monitor inventory levels and identify products requiring restocking or replacement.
Coordinate with approved vendors regarding merchandise production, fulfillment, inventory, and shipping.
Coordinate with the Director of Communications on merchandise branding, photography, graphics, promotional materials, and product launches.
Support merchandise sales and inventory management during NHA events.

Member Communications Support

Assist with membership-related emails, renewal notices, announcements, reminders, and other member communications.
Provide accurate membership data, deadlines, renewal information, and other content required for member communications.
Coordinate with the Director of Communications on formatting, branding, creative development, and final distribution.
Review membership-related communications for accuracy within the scope of assigned responsibilities.

Event Support

Support membership-related requirements for Symposium, Fleet Fly-Ins, regional events, golf tournaments, dinners, meetings, and other NHA programs.
Assist with registration, membership verification, attendee lists, member pricing, check-in, membership materials, and fulfillment.
Provide member-facing assistance before and during events.
Support event reminder communications and registration notices related to membership.
Coordinate with the Director of Communications on event messaging and with the Director of Business Development on corporate-member or sponsor-related membership needs.
Support merchandise sales and inventory during events.
Provide onsite membership support during major NHA events as required.

Membership Reporting & Procedures

Prepare membership, renewal, fulfillment, merchandise, and inventory reports as requested.
Track membership totals, renewals, expirations, membership categories, and other relevant membership metrics.
Maintain written procedures for membership administration, fulfillment, merchandise operations, and recurring membership responsibilities.
Identify process inefficiencies and recommend improvements to the Executive Director.
Maintain adequate documentation to ensure membership functions can continue during staff absences or transitions.

Collaboration & Shared Support

Maintain primary responsibility for membership services and assigned membership-related functions while working collaboratively with all NHA staff.
Provide reasonable cross-functional support during major events, high-volume periods, staff absences, or special organizational projects.
Work closely with the Director of Communications by providing accurate member data, lists, deadlines, logistical information, and operational support needed for membership campaigns.
Work with the Director of Business Development on corporate-member administration and sponsorship-related membership records when applicable.
Maintain clear communication regarding membership deadlines, unresolved member issues, fulfillment needs, inventory concerns, and operational priorities.
Perform other membership-related duties as assigned by the Executive Director.

POSITION AUTHORITY & DECISION-MAKING

The Director of Membership is expected to independently manage routine membership, fulfillment, merchandise, and member service responsibilities within established NHA policies and procedures.

The position may make routine operational decisions necessary to complete assigned responsibilities but does not independently establish organizational policy, approve significant expenditures, enter into contracts, commit NHA to new programs or partnerships, or make material changes to membership eligibility, benefits, pricing, or organizational strategy without Executive Director approval.

SKILLS

Strong organizational and member-service skills.
Strong attention to detail and accuracy.
Professional written and verbal communication skills.
Ability to manage multiple recurring responsibilities and deadlines.
Ability to work independently within established procedures.
Ability to recognize when an issue requires leadership review.
Proficiency with common office software, databases, online platforms, email, and document-management systems.
Ability to maintain confidential or sensitive organizational information appropriately.
Ability to work collaboratively within a small professional staff environment.

PREFERRED QUALIFICATIONS

Previous experience in membership services, association management, nonprofit administration, customer service, event support, or a related field.
Experience with membership databases, CRM systems, e-commerce platforms, or online member portals.
Experience supporting professional associations, military-related organizations, nonprofit organizations, or membership-based organizations.
Experience with merchandise fulfillment, inventory management, event registration, or member communications.

WORK ENVIRONMENT

This position is based on a military base and may require work at the NHA office, attendance at NHA events, occasional local travel, and periodic work outside normal business hours during major events or organizational activities.

The position may involve routine packing, shipping, merchandise handling, and event setup associated with membership fulfillment and NHA operations.