Member Experience & Engagement Manager

Job Description

Job Description

Position Summary

The Member Experience & Engagement Manager plays a key role in strengthening SCCE & HCCA's relationships with members and enhancing the value they experience throughout their professional careers. Through proactive engagement and meaningful interactions, this position builds connections, develops an understanding of members' evolving needs, and identifies opportunities to strengthen the member experience throughout the membership lifecycle.

The Manager translates member insights into recommendations for programs, resources, and experiences that support professional growth, encourage participation, and enhance the value of membership. The position leads the implementation of approved initiatives and oversees assigned member engagement programs, volunteer activities, and the online member community, working collaboratively across the organization.

Through these efforts, the Manager helps strengthen members' connection to the association and reinforces the association's position as the go-to resource for compliance and ethics professionals, contributing to long-term member retention and membership growth.

Key Responsibilities

Member Relationships & Professional Insights

• Proactively engage with and listen to members throughout their membership lifecycle to understand their professional needs, challenges, and experiences with the association.

• Represent the association at selected conferences and member activities, building relationships, facilitating meaningful connections, and strengthening members' sense of belonging to the professional community.

• Respond to member inquiries through appropriate channels, including social media, connecting members with relevant programs, resources, services, and professional contacts, and referring inquiries to the appropriate departments.

• Identify barriers to member engagement and recommend opportunities to increase participation and strengthen members' connection to the association.

Member Experience & Program Development

• Identify opportunities to strengthen the member experience throughout the membership lifecycle, including onboarding, ongoing engagement, professional growth, and reengagement, based on member insights, participation trends, and evolving professional needs. 

• Evaluate potential programs and initiatives and prepare recommendations for leadership consideration, including anticipated benefits, feasibility, resource requirements, and organizational impact. 

• Lead the planning and implementation of approved member experience and engagement initiatives, collaborating with internal departments and external partners as appropriate. 

• Assess the effectiveness of existing initiatives and recommend improvements, expansion, or discontinuation.

Member Program & Engagement

• Plan, coordinate, and deliver assigned member engagement programs, including recognition, networking, and professional connection activities.

• Identify career-stage needs and coordinate relevant resources, professional guidance, and development experiences with internal teams or external partners.

• Manage and maintain tools that support identifying and connecting with member expertise, enabling departments to access appropriate subject matter experts and professional contributors.

• Serve as staff liaison for assigned member engagement opportunities, such as professional roundtables, peer groups, and other initiatives that foster professional connections and participation.

• Monitor participation against established goals, evaluate program effectiveness using engagement data and participant feedback, and recommend improvements to assigned programs.

Volunteer Engagement & Member Community

• Serve as the business owner of the association's online member community, establishing engagement priorities, participation goals, and approaches that encourage meaningful member-led discussions and professional connections

• Recruit, engage, and support volunteer community leaders, moderators, and subject matter experts who help facilitate discussions, welcome participants, and sustain member participation

• Oversee community engagement and member experience, identifying opportunities to encourage participation, facilitate connections, and ensure member questions or concerns receive appropriate attention.

• Monitor community participation, member feedback, and overall effectiveness; recommend improvements to engagement practices, community guidelines, and platform functionality in collaboration with internal stakeholders.

• Maintain centralized visibility of volunteer opportunities across the association and connect interested members with the appropriate departments.

• Collaborate with departments to promote volunteer opportunities, encourage participation, and support a consistent volunteer experience across the association.

• Support volunteer leaders and member-led groups through relationship building, communication, coordination, and guidance as needed.

Cross-Functional Collaboration & Program Effectiveness

• Collaborate with departments to align member engagement initiatives with organizational priorities and strengthen the overall member experience.

• Facilitate collaboration across departments, ensuring clear communication, shared expectations, and accountability for assigned responsibilities.

• Establish and monitor measures of success for assigned initiatives, report on results and their contribution to member engagement, retention, and growth, and recommend improvements based on findings and available resources.

Other Duties as Assigned

Expected Outcomes

Success in this position is demonstrated through stronger member relationships, increased meaningful engagement, and effective delivery of initiatives that enhance the member experience. These efforts are expected to contribute to improved member retention and membership growth by strengthening the value members receive from the association and expanding opportunities for professional connection and participation.

Qualifications

Required

• Bachelor’s degree or equivalent combination of education and relevant professional experience. 

• 5+ years of relevant experience in member or customer engagement, program coordination or development, relationship management, or a related field.

• Demonstrated experience coordinating and implementing programs or initiatives, including managing timelines, priorities, and multiple stakeholders. 

• Strong interpersonal and communication skills, with demonstrated ability to build relationships and engage effectively with professionals at varying career levels.

• Experience working with online communities or digital engagement platforms to support participation, communication, and relationship building.

• Ability to analyze feedback, assess opportunities, develop actionable recommendations, and evaluate the effectiveness of programs or initiatives.

• Strong organizational skills, sound judgment, and ability to work independently while collaborating effectively across departments.

• Ability and willingness to travel approximately 6-8 times per year.

Preferred

• Working knowledge of compliance and ethics, healthcare compliance, governance, risk management, or related professional disciplines strongly preferred.

• Experience working within a professional association or membership organization.

• Experience working with volunteer leaders, professional communities, or member-led initiatives preferred.

The salary range is $93,000-$110,000. Comprehensive benefits include Medical with H.S.A, dental, life insurance, medical and dependent care flexible spending accounts, PTO and paid holidays.

The salary range for this position will be offered at a level consistent with the experience and qualifications of the candidate. This information reflects the anticipated salary range for this position at the time of posting. The salary range may be modified in the future and actual compensation may vary from the posting influenced by a variety of relevant factors including but not limited to applicant’s skills, work experience, qualifications, degrees, and professional certifications