Member Experience & Growth Manager

Job Overview The Manager, Membership Services will partner with the Director of Membership & Engagement to drive membership growth, enhance data quality and control, and evaluate the effectiveness of the customer service function. Accountabilities Support ASM Business Units Drive Membership & Engagement Support Volunteer Organization & Events Program Management Project Management Essential Functions Lead Customer Service operations to ensure consistent, accurate, and timely support, while capturing and synthesizing member feedback to inform strategic decisions. Oversee the annual membership renewal cycle, including execution, performance tracking, and continuous improvement efforts. Partner cross-functionally with IT, Finance, and other departments as needed to enhance the digital member experience, optimize systems and workflows, and align organizational priorities. Establish and maintain data governance standards and oversee data quality to ensure accuracy, consistency, and integrity of membership records. Analyze membership data and key performance metrics to identify trends, risks, and opportunities that drive retention, engagement, and growth. Contribute to membership strategy by supporting member benefits, engagement programs, and acquisition and retention initiatives to support membership growth. Oversee membership presence at events including membership booth operations, staffing and onsite engagement and perform additional responsibilities as needed to support evolving business priorities. This position description should not be construed to contain every function/responsibility that may be required to be performed by an incumbent in this job. Incumbents are required to perform other functions as assigned. Technical Competencies Domain Knowledge – Demonstrates professional/technical knowledge, skills, and expertise within functional areas. Stays current on best practices and the ability to apply that knowledge and/or skill in a variety of work situations. Project Management Skills – Plans, initiates, executes, controls, and closes projects. Tracks and manages resources, timeliness, costs, deliverables, and performance, and implements contingency plans, if necessary, to ensure projects are successfully completed. Organizational Knowledge – People who are organizationally “savvy”, like to dive into the deep dive with regard to internal and external developments, excel in dynamic environments with many stakeholders, projects, and processes. Presentation & Written Communication Skills – either “one-on-one #J-18808-Ljbffr Tennessee Society of Association Executives