Manager, Member Affairs & Programs

NIVA - National Independent Venue Association; United States; On-site; USD 65,000 - 90,000; Full time

Job summary

NIVA - National Independent Venue Association is seeking a Manager, Member Affairs & Programs to oversee the member lifecycle, benefit programs, and cross-department collaboration in the United States.

The role focuses on recruitment, onboarding, engagement, and renewal, while advancing member programs and partnerships with sector committees and nonprofit allies.

Qualifications

• Bachelor's degree or equivalent professional experience.
• Minimum two years of experience in membership, customer success, account management, community engagement, or a comparable function.
• Proficiency with an association management system or CRM platform (GrowthZone, Personify, YourMembership, Salesforce, HubSpot, or equivalent).
• Strong written communication skills across formats, including member correspondence, program documentation, and internal reporting.
• Demonstrated project management ability, including management of concurrent deadlines across multiple stakeholders.

Responsibilities

• Lead end-to-end member lifecycle from prospect to renewal.
• Develop recruitment and retention strategies for members.
• Administer application intake and eligibility workflow.
• Design onboarding sequence with welcome communications.
• Be primary contact for member inquiries on benefits and dues.
• Develop renewal plans with interventions for at-risk accounts.
• Maintain GrowthZone member records and reporting.
• Prepare health reports with growth, retention, churn, and engagement metrics.
• Plan and engage at conferences like the NIVA Conference.
• Collaborate with local/regional nonprofits and with Strategic Partnerships.

Skills

Communication

Project management

Recruitment

Data analysis

Relationship management

Education

Bachelor's degree or equivalent professional experience

Tools

GrowthZone

Salesforce

HubSpot

YourMembership

Personify

Job description

Position Summary

The Manager, Member Affairs & Programs is responsible for the quality and consistency of the member experience across the full membership lifecycle, from prospect identification and recruitment through application, onboarding, engagement, and renewal. The position manages NIVA's portfolio of member benefit programs, serves as staff liaison to a number of the association's sector task forces and partner membership organizations, and maintains the systems, records, and documented workflows on which membership operations depend.

The Manager is expected to evaluate membership data, monitor association and industry best practices, identify operational gaps, and recommend improvements to recruitment, retention, and program strategy rather than administering existing processes on precedent alone.

Essential Duties and Responsibilities

Member Lifecycle Management (approximately 45%)

• Manage the end-to-end member lifecycle, ensuring consistent service standards at each stage of prospect, applicant, new member, and renewing member engagement.
• Conduct prospect research and develop targeted membership recruitment and retention strategies, including segmented approaches for lapsed, at-risk, and non-renewing members.
• Administer application intake, eligibility verification, and approval workflow in coordination with operations and finance staff.
• Design and manage the new member onboarding sequence, including welcome communications, benefit orientation, and early engagement checkpoints.
• Serve as the primary point of contact for member inquiries regarding benefits, eligibility, dues, and access, maintaining defined response time standards.
• Develop and execute retention and renewal strategy, including at-risk account identification and structured intervention.
• Maintain accurate and current membership records in the association management system (GrowthZone), including data hygiene, list management, segmentation, and standard reporting.
• Prepare recurring membership health reports for senior staff, including growth, retention, churn, and engagement metrics with accompanying analysis and recommendations.
• Plan, execute, and engage at conferences, including the NIVA Conference, with prospective and current members.
• Serve as liaison to local, state, and regional non-profit organizations whose membership overlap with NIVA's membership.
• Coordinate with the Strategic Partnerships team on prospecting, recruitment, and sales functions.

Member Programs and Benefits (approximately 35%)

• Manage and grow NIVA's member benefit portfolio, including NIVA Savings, Live Independent (onboarding members onto the program), and NIVA Communities.
• Serve as relationship manager for benefit program vendors and partners, including recurring performance review, contract renewal support, and program improvement.
• Manage recurring member data deliveries to approved industry partners in accordance with association data policy.
• Coordinate beta testing, launch, and adoption tracking for new member platforms and programs.
• Administer structured member feedback mechanisms, including surveys, listening sessions, and exit interviews, and apply findings to refine the value proposition.
• Draft benefit promotion content and maintain the member benefits promotional calendar in coordination with the marketing function.

Sector Committees and Task Forces (approximately 10%)

• Serve as staff liaison to NIVA's sector committees and task forces, and support the formation of additional groups as sector needs develop.
• Establish annual work plans and meeting calendars; prepare agendas and pre-read materials; facilitate meetings; document proceedings; and track action items to completion.

Cross-Departmental Collaboration and Communications (approximately 10%)

• Partner with Marketing, Government Affairs, Partnerships, and Finance to align membership messaging, content, and priorities.
• Support member town halls and virtual programming, including topic development and post-event follow-up.
• Conduct competitive and industry analysis to inform recruitment and retention strategy.
• Document and maintain membership workflows, ensuring process visibility and continuity across the staff.

Required Qualifications

• Bachelor's degree or equivalent professional experience.
• Minimum two years of experience in membership, customer success, account management, community engagement, or a comparable function.
• Proficiency with an association management system or CRM platform (GrowthZone, Personify, YourMembership, Salesforce, HubSpot, or equivalent).
• Strong written communication skills across formats, including member correspondence, program documentation, and internal reporting.
• Demonstrated project management ability, including management of concurrent deadlines across multiple stakeholders.

Preferred Qualifications

• Professional background in live entertainment, music, comedy, festivals, or the performing arts, including venue operations, promotion, talent buying, box office, or production.
• Experience at a membership association, professional society, or comparable membership organization.
• Working knowledge of independent stages' economics and the operating pressures affecting small and mid-capacity rooms, festivals, and presenters.
• Experience supporting advocacy, government affairs, or coalition activity.