A senior member of staff, the executive director of engagement oversees all aspects of membership, customer service, and support for the individual member, the chapters, 900+ component leaders, and the board. Reporting to the CEO, this position is responsible for developing the strategy for member efforts and support of the association’s component leaders and implementing the tactical work to achieve that strategy. This strategy must include acquisition, retention, and engagement of members; career services, database management, member benefits, awards and recognition, tools and communication for members. This role must direct project work as well as execute that work while overseeing the department’s employees.
A member of the Executive Leadership Team, this role is a strategic contributor towards the organization’s overall success and must be fluent in all aspects of the Association and its offerings, products, and services. She or he is expected to respond to and work effectively with members, customers, and internal stakeholders.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Membership/Chapters/Customer Service/Governance: Utilizes current market data to define and keep refreshed a relevant membership value proposition. Collaborates with the marketing team on messaging to ensure this value proposition is understood at all levels of potential members’ educational and professional careers.
Develops and directs acquisition, retention, and engagement activities, including development of programs, tools, and services to grow the membership and meet current and future member needs.
Oversees chapter and region infrastructure; ensures chapters and officers are supported through leadership training tools, programs, and services offered. Strategically monitors chapter performance/dashboards, and provides tools and strategies to achieve outcomes.
Directs customer service initiatives across the association to ensure strong customer, member, and chapter loyalty.
Collaborates with cross-functional teams to enhance programs and implement new programs and services that shape the experience of and engagement with our customers and members.
Directs the ARMA job board.
Partners with chapter and region leadership to support local-level membership and engagement.
As chapter and region advocate, works cross-departmentally to resolve component issues.
Provides strategic member voice feedback as needed for ARMA communications.
Leverages data and member surveys to inform strategy development and measure component satisfaction and engagement.
Develops budgets and monitors spending, and develops related policies and procedures.
Serves as the corporate secretary to the Board of Directors and ensures adequate support is provided to the Board. Provides or directs monthly agendas and serves as liaison for various board task forces.
Supervises the senior manager of member services, the member services coordinators, and the volunteer specialist
Additional leadership responsibilities:
Leads various special strategic initiatives as assigned.
Develops and provides various reports and statistical analysis for initiatives and strategic objectives.
Collaborates as part of the ARMA Executive Team on annual budgeting, strategic planning, select human resources issues, and thought leadership to achieve the organization’s strategic initiatives.
Identifies, evaluates, negotiates, and manages various contracts that align with the strategic direction of the association.
Carries out supervisory responsibilities for subordinate staff in accordance with ARMA’s policies and applicable laws. Responsibilities include interviewing, hiring, and training staff; planning, assigning, and directing work; appraising performance; rewarding and disciplining staff; addressing complaints and resolving problems; and managing department budgets.
Education and Experience
Bachelor's degree in business, marketing or non-profit management
CAE preferred (not required)
Minimum of ten years of experience in component relations, volunteer management, or membership development.
Minimum of four years of experience budgeting, strategic planning, and managing and leading a staff.
Experience working in an association or non-profit is preferred.
Experience and education requirements may be satisfied with an equivalent combination of education and experience.
This leadership position requires excellent management capabilities; she or he must lead by example to implement and support management initiatives.
Ability to maintain a high level of accuracy and proficiency in dealing with changing priorities.
Must be self-directed and able to work independently with minimal supervision.
This individual is accountable for making decisions and getting results through her or his own actions as well as facilitating others’ actions.
Must exhibit initiative, good judgment, problem-solving skills, and the ability to take appropriate and proactive action.
Must exhibit the ability to embrace change, innovation, and continuous improvement concepts and to influence others.
Ability to conceptualize, launch, and deliver multiple projects on time and within budget.
Effective skills in cost management, budget, analysis, and control.
Computer proficiency and experience with Microsoft Office suite; experience with association management software, such as YourMembership, is helpful.
Proven ability to develop successful member acquisition and retention strategies.
Ability to use data to drive strategies.
Language Skills (includes mental, verbal, writing skills)
Ability to communicate clearly and professionally with customers and coworkers.
Requires strong written and verbal communication skills. Attention to grammar and writing etiquette is important.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information in one-on-one situations to Association management, Association members, and other staff.
Ability to interpret a variety of instructions, rules, policies, and procedures that may be furnished in written, oral, diagram, or schedule form.
Ensures understanding by asking clarifying questions and restates understanding for confirmation.
ACCOUNTABILITIES AND MEASURES
Complete all responsibilities in a timely and accurate manner in order to meet customer needs and remain cost effective.
Telecommuting is allowed.
About ARMA International
ARMA International is a community of professionals in the information management and information governance industry, providing educational resources and networking opportunities at home and around the world.
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