Membership Operations & Engagement Manager

LeadingAge Minnesota; Minneapolis (MN); On-site; USD 55,000 - 65,000; Full time

Job summary

LeadingAge Minnesota is seeking a Membership Operations & Engagement Manager to oversee data integrity and day-to-day membership processes. You will manage member records, process applications, and coordinate invoicing and renewals while leveraging data insights to improve engagement and retention.

The role emphasizes building strong member relationships, producing reports, and supporting organizational programs with accurate data and responsive service.

Qualifications

• Manage membership data in the AMS/CRM system and ensure data integrity.
• Create and update member accounts, organizations, contacts, and membership records; process new member applications; manage invoicing and payments.

Responsibilities

• Serve as primary steward of membership data with AMS/CRM systems.
• Develop recurring membership reports, dashboards, and visualizations to monitor trends and engagement.
• Oversee dues administration, including data preparation, payment tracking, and follow-up on outstanding balances.
• Build and maintain relationships with member organizations and provide high-quality member service.
• Onboard new members and provide ongoing support to ensure access to benefits and resources.

Skills

Data analysis

Member relations

Attention to detail

Tools

AMS/CRM

Power Query

Job description

Reporting to the Director of Membership & Strategic Partnerships, the Membership Operations & Engagement Manager manages membership data and day-to-day operations while building strong member relationships. This hands-on role ensures accurate records and effective membership processes and uses member interactions and data insights to support engagement, retention, and growth.

Membership Data Management & Analysis

• Serve as the primary steward of membership data, ensuring the accuracy, completeness, integrity, and ongoing maintenance of member and organizational records within the association management system (AMS).
• Create and update member accounts, organizations, contacts, demographic information, membership status, and other membership records; process new member applications, coordinate invoicing and payment options, and manage routine account and membership changes.
• Conduct regular data-quality audits, validation, reconciliation, deduplication, and data-cleaning activities; research and resolve incomplete, inconsistent, or inaccurate records.
• Maintain consistency between LeadingAge Minnesota membership records and information shared with LeadingAge national.
• Use Excel, Power Query, and other analytical tools to organize, combine, reconcile, and analyze membership data and develop efficient, repeatable data processes.
• Develop and maintain recurring membership reports, dashboards, charts, and visualizations to monitor membership trends, demographics, recruitment, renewals, retention, and engagement.
• Fulfill internal requests for membership lists, reports, data pulls, and analysis in support of organizational programs and initiatives.

Membership Operations & Dues Administration

• Manage and conduct the day-to-day operations of the membership program, ensuring processes are accurate, timely, efficient, and member-focused.
• Manage key components of the annual membership dues and renewal cycle, including data preparation and verification, payment tracking, and member follow-up.
• Monitor outstanding balances and conduct timely, professional, and relationship-focused dues follow-up; research and resolve billing discrepancies, payment issues, and account questions.
• Identify and implement opportunities to improve membership workflows, data accuracy, operational efficiency, and the member experience.
• Serve as an internal resource regarding membership updates and records, operations, policies, and processes.

Member Relations & Engagement

• Build and maintain strong relationships with member organizations and serve as a knowledgeable, responsive, and approachable point of contact.
• Provide high-quality member service by responding to questions, resolving concerns, following through on requests, and connecting members with appropriate resources, programs, staff, peers, and engagement opportunities.
• Develop and maintain knowledge of member organizations, key contacts, priorities, organizational changes, and engagement with LeadingAge Minnesota to provide relevant and personalized support.
• Manage routine member outreach and relationship follow-up and proactively identify opportunities to strengthen member engagement.
• Manage the new-member onboarding process, ensuring members and key contacts understand and can access relevant benefits, resources, programs, and engagement opportunities.
• Conduct routine retention outreach and identify members requiring additional attention or senior-level relationship support.
• Document meaningful member interactions, organizational changes, relationship information, and engagement activity in the AMS to maintain current and actionable member intelligence.
• Identify member concerns, changing needs, and emerging issues and coordinate appropriate follow-up, escalating significant relationship matters when appropriate.
• Represent LeadingAge Minnesota professionally in interactions with members and prospective members.

Membership Growth & Retention

• Under the direction of and in collaboration with the Director of Membership & Strategic Partnerships, support the execution of membership recruitment, retention, and engagement strategies.
• Research and identify prospective members and maintain accurate, actionable prospect information.
• Monitor relevant industry and organizational developments to identify prospective members and changes within the existing membership.
• Develop targeted member and prospect lists and audience segments to support membership outreach and initiatives.
• Track membership initiatives and results and provide analysis and recommendations to inform future recruitment, retention, and engagement efforts.

Secondary Duties

• Partner with staff responsible for technology and systems to improve data quality, integrations, reporting capabilities, and membership workflows.
• Recommend enhancements to the use of data, technology, communications, and operational processes to strengthen membership recruitment, retention, and engagement.
• Support special membership projects, research, analysis, and outreach initiatives as needed.
• Provide membership data, lists, and information to support cross-functional organizational initiatives, including programs, communications, events, and advocacy.
• Participate in association events, meetings, and member activities as appropriate to build relationships and support membership goals.
• Assist with other membership and organizational initiatives as assigned

Computer Skills

Association Management systems (AMS) and/or customer relationship management (CRM) software; database reporting and data visualization tools; Power Query or similiar data-transformation tools. Ability to quickly learn and effectively use new technology platforms and software.

This is a hands-on, individual-contributor management position with primary responsibility for the day-to-day administration and accuracy of membership data and operations. The role requires the ability to move comfortably between detailed database and financial work, member-facing interactions, data analysis, and recurring operational processes. The position works collaboratively across the organization and requires a high degree of ownership, discretion, accuracy, responsiveness, and independent judgment. Occasional travel and attendance at member events, meetings, or conferences are required.

Salary Range: $55K - $65K