Member Experience & Operations Leader

Council for Quality Growth; Atlanta (GA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Paid time off

Medical, dental, vision benefits

401(k) plan with employer matching

Job summary

The Council for Quality Growth in Atlanta, GA is seeking a Membership Services & Operations Manager to oversee member relations and day-to-day operations. The role reports to the Vice President, Membership & Operations and requires strong organizational skills and teamwork in a small office environment.

Responsibilities include member inquiries, renewal processing, CRM maintenance, vendor relations, board support, and event coordination.

Qualifications

• Bachelor’s degree with major course work in communications, business, marketing, or related areas required.
• 2+ years professional experience in a customer-facing role in marketing, sales, finance, administration, trade organization programming, and/or event management required.
• Coordinator title may be considered for applicants with less than 2 years professional experience but are otherwise qualified to perform the functions of the role.
• Experience with membership/trade associations or the growth and development industry is a plus.

Responsibilities

• Serve as the primary point of contact for members; responding to all benefits-related inquiries promptly via phone and email; being the first resource for members as they navigate their membership with the Council
• Develop relationships with current members to increase engagement and responsiveness to Council programs and calls to action, keeping members informed of their benefits and opportunities to engage
• Develop and execute ongoing retention touchpoints and membership renewal efforts with VP and membership team, including provided access and understanding to full scope of membership benefits
• Maintain membership records in MemberZone CRM, which includes account set up/clean up, input of contact information, billing and invoicing, individual member access, communication preferences, etc. for all member accounts.
• Manage organization’s mailing and contact lists including various communications lists, member representatives lists, Board directory, and more. Filter and sort through lists accordingly to execute various points of communication based on membership status, payments, etc.
• Upkeep of all membership materials, including making prospective member packets and preparing items for membership meetings and events.
• Prepare and issue membership invoices and oversee efforts to collect on membership revenues.
• Prepare and distribute weekly reports of membership revenues and outstanding collections to be received.
• Serve as office administrator, responding to general phone calls and emails and/or directing them to the proper team member in the office for assistance.
• Post all incoming payments, prepare deposits, and work with the accounting team on reconciliation.
• Proactively communicate with members and sponsors to ensure prompt collections.
• Oversee all AP activities; input invoices, assist with contract renewals, and work with the accounting department to update organization budgets.
• Serve as primary contact for multiple vendors and accounts, including property management, office technology and communications, and other operational vendors.
• Troubleshoot and resolve problems affecting the office and staff’s ability to perform normal duties.
• Employee on-boarding and off-boarding operations.
• Maintain office and kitchen supply inventory.
• Assist leadership on special operations projects as needed.
• Serve as the liaison for all members of the Board of Directors, responsible for all Board communications, upkeep of contact information, meeting schedules, special event invitations, etc.
• Coordinate and execute monthly Board & Executive Committee meetings; including sending meeting notices, tracking attendance, organizing catering and logistics, coordinating with speakers, compiling meeting materials, and taking meeting minutes.
• Oversee annual Board nomination and selection process as Board Members cycle through various and alternating terms and appointments.
• Assist programs in the coordination and execution of all Council programs, serving as the registration lead on-site for major events
• Oversee member enrollment in Emerging Leaders Initiative (ELI) program and maintain rolling roster of participation
• Coordinate QGI educational credits offered to event attendees when applicable
• Support other team members to coordinate in-office meetings/events as needed.

Skills

Customer service

CRM systems

Microsoft Office

Interpersonal communication

Time management

Education

Bachelor’s degree in communications, business, marketing, or related areas

Job description

The Council for Quality Growth in Atlanta, GA is seeking a Membership Services & Operations Manager to oversee member relations and day-to-day operations. The role reports to the Vice President, Membership & Operations and requires strong organizational skills and teamwork in a small office environment.

Responsibilities include member inquiries, renewal processing, CRM maintenance, vendor relations, board support, and event coordination.