The Senior Membership Community Engagement Manager position is a full-time role on the Membership Engagement team, based in the Washington, DC office. This role works with the full team to coordinate day- to- day departmental activities including member servicing, retention initiatives and serves as the department AMS/database administrator. The role handles all onboarding and training presentations for member engagement and will conduct regular outreach to member organizations to offer training and support. This position reports directly to the Vice President of Member Engagement.
Responsible for conducting all onboarding training for new and renewing members. This may include but is not limited to, monthly webinars, videos, presentation and product overviews. Acts as the first point of contact for members and prospects. This position handles inquiries, distribution of membership marketing material to current and prospective members, assists in annual dues invoicing, processes member application, renewal and terminations, assists in the maintaining of the membership database and integrity, and membership statistics for association use.
Serve as account/client services point of contact for ongoing engagement with new and renewing members as directed by VP and Senior Director of Membership Engagement
Primary first point of contact for member inquiries and must be able to respond in timely manner (within 24 hours)
Assist VP of Membership Engagement with monthly and annual statistics and dashboards for membership and prospective membership lists to use for senior management reports, board reports, presentations and research
Process new member applications
Work alongside Marketing to create member engagement outreach through print and digital media
Track all member engagement activities in CRM and report out monthly
Conduct member organization training as necessary - in person or by phone request of member
Attend Destinations International Annual Convention and external industry events for member engagement opportunities as needed
Assist the VP of Membership Engagement and Senior Director of Membership with meetings and team outreach as needed
Communicates with current and prospective members, including mailing membership and recruitment kits, writing membership correspondence, etc.
Manage the member “administrative” role with CRM and web portal
Work under the direction of the membership engagement team to develop strategies to grow member engagement within a member organization and member benefits
Support the membership engagement department on annual dues invoicing
Must have a strong skill set and experience working in AMS/CRM systems - specifically, but not limited to entering data, pulling reports and tracking data
Attend member facing related events as needed
Assist in all general membership administrative duties as needed
Bachelor's degree in business, marketing, communications, hospitality or related field preferred
7+ years’ experience in association, hospitality, membership/partnership, sales training or direct destination marketing experience a plus
Strong skills and experience with developing and facilitating training and onboarding presentations, materials and live sessions
Ability to collaborate across all internal departments to present full picture of organization
Strong computer skills and experience working with AMS/CRM systems
Strong analytic, problem solving and critical thinking skills
Excellent written, editorial, and verbal communication/presentation skills
Ability to manage multiple tasks independently, meet deadlines, and adapt to unforeseen circumstances
Attention to detail with a high-level of accuracy
An entrepreneurial spirit and collaborative working style
Understanding the dynamics of a membership or association-style organization
Ability to travel (up to 15%)
Member relation experience at a high level.
The ideal candidate must be forward facing with members, high energy, have a positive outlook, detail oriented, organized, reliable and flexible and a hard worker. This person must be conscientious and possess the ability to work in a fast-paced environment and manage multiple priorities and deadlines. Must be willing to do whatever it takes to accomplish organizational goals and meet the needs of staff and members.
About Destinations International
As the global trade association for official destination organizations and convention and visitor bureaus (CVBs), Destinations International is about serving destination marketing professionals first and foremost. Together with our members and partners, Destinations International represents a powerful forward-thinking, collaborative association; exchanging bold ideas, connecting innovative people, and elevating tourism to its highest potential. Destinations International’s membership includes over 600 official destination organizations with more than 5,000 professional members in over 15 countries. Membership is open to all official destination organizations recognized by their respective governments from the smallest town to the largest country, including convention and visitor bureaus, regional tourism boards, state tourism offices and provincial tourism offices and national tourism boards. Destinations International strives to make our members and their destinations successful. As the world's largest and most reliable resource for destination organizations, we inform, connect, inspire and educate our members with the goal to drive destination economic impact, job creation, community sustainability and quality of life through travel.