Manager, Membership Services

Position Summary The Manager, Membership Services is responsible for the Customer Relationship Manager (CRM/database) and integrations to ensure all systems are working properly and utilized correctly. They oversee timely and accurate data entry, including setting up new memberships, generating sales orders for renewals, updating memberships and rosters when a renewal is paid, and terminating unpaid memberships. They also utilize the CRM to track member engagement and oversee related data input. Through regular reporting and monitoring, they identify missing or bad data and plan campaigns to clean or complete data. They maintain accurate SOPs and monitor staff usage of the CRM to ensure compliance with procedures, providing instruction when necessary. Duties & Responsibilities Manage the membership database/customer relationship manager (CRM) to ensure data integrity and fit with membership structure. Manage the connection between membership CRM and other platforms, and work with CRM vendor and support services to resolve issues, ensure accuracy, and help clients utilize the platform to its maximum potential. Oversee schedule and workflow to ensure accurate and timely processing of membership data. Work with the Accounting Department to oversee successful membership retention and recruitment payment reconciliation. Manage the tracking of member and non-member engagement across all activities and interest codes through a tagging/badging system. Query database system to generate and publish membership reports and lists. Routinely run membership reports to monitor data integrity and make necessary corrections. Collaborate with departments utilizing CRM data to create SOPs, ensure proper training, and monitor use. Oversee data-mining efforts to increase contacts for members and nonmembers, including working with staff to identify and cultivate member and nonmember contacts and utilizing external platforms. Respond to member inquiries and provide support by answering routine questions (including general email inbox). Analyze client membership potential and make recommendations for recruitment, retention, and engagement campaigns. Participate in member engagement activities related to membership recruitment and retention, including outreach to members. Educate members and prospects on the value of association membership by articulating the benefits and opportunities available to members. Provide a high-level of service to all clients and their members. Perform special assignments and other duties as directed by Supervisor or Director, Membership. Required Qualifications & Skills Bachelor’s degree or equivalent experience with emphasis in marketing, communication, business, or a similar field. Minimum of three years of experience in a membership association or similar organization. Extensive experience working with a membership database; experience with Salesforce/Fonteva preferred. Excellent judgment and oral/written communication skills for extensive interactions with clients, healthcare professionals, and vendors. Ability to work independently with minimal supervision. Ability to collaborate with staff and association members to achieve results. Proficiency in Microsoft Office (Outlook, Word, Excel, and PowerPoint). Strict attention to detail and strong organizational skills. Strong customer service skills, analytical and strategic thinking, problem solving and solution orientation. Professional home‑office set‑up to accommodate a flexible work schedule. Location & Work Arrangement Position is located in Rockville, MD. Hybrid work is required for employees in the local area; a fully remote option will be considered for employees outside the local area. Up to 5% travel. Benefits Overview Flexible work schedule Paid time off – vacation, sick, personal, and float days Annual salary review and growth opportunities; eligible for annual merit bonus Nationwide medical, dental, and vision plan options HSA with employer contribution Short‑ and long‑term disability and AD&D options 401(k) savings plan with company match Tuition reimbursement Onsite parking, gym, and cafe MJH Life Sciences provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. All employees of MJH Life Sciences are employed “At Will.” #J-18808-Ljbffr MSS MJH Shared Services