Children and Adults with Attention-Deficit/Hyperactivity Disorder (CHADD)
Location: Lanham, MD
Type: Full Time
Customer Service and Support
Information Technology and Web
Employee assistance program
Flexible spending account
Paid time off
4 Year Degree
Telecommuting is allowed.
Position Description: The Manager, Membership Service and Database is responsible for the management of all aspects of member services and processing including new member recruitment and renewal oversight. In this role, the Manager is responsible for establishing business rules, maintaining documentation of data, reporting protocols, and assisting in the development and implementation of best practices for the management of CHADD’s database including the assurance of database policies and procedures, data integrity, data extraction, report customization and analysis.
Primary Duties and Responsibilities:
Manages and tracks all aspects of new member recruitment and renewal.
Provides outstanding customer service to CHADD members.
Manages new member welcome and onboarding.
Manages and updates the Join CHADD area of the website to encourage new member growth.
Manages online members-only website portal and collaborates with webmaster on continuous user experience improvement and troubleshooting.
Oversees, with support from the administrative assistant, the monthly renewal billing, reminders (sent via email and snail mail) to support high retention of CHADD members. Ensures auto-renewal option is encouraged and maintained.
Oversees regular and organized outreach to lapsed members to encourage renewal and to learn about reasons for leaving CHADD.
Develop annual membership survey and other surveys as needed throughout the year.
Maintains and documents procedures, reports, and other member service resources on the CHADD SharePoint internal site.
Collaborates with fellow staff members on issues related to member service and support.
Tracks monthly membership (new and renewal) statistics and maintains relevant reports to provide regular updates to CHADD CEO and Board of Directors.
Collaborates with the Chapter Services Manager and Marketing Director on communicating with members (updates, etc.) though individual and blast email communications.
Oversee and organize all membership service and new member recruitment activities at CHADD’s Annual International Conference on ADHD including the CHADD booth in the exhibit hall and needs related to registration. Collaborate and support Chapter Services Manager with chapter member information sessions at conference.
Oversee database management and maintenance, set standards and controls, and serve as main contact liaison with database CRM vendor, NEON.
Ensures data entered into CRM by members and staff is accurate.
Create, organize, and maintain a list of easily accessible standard reports in the database covering key metrics such as new members by month and YTD, renewals by month and YTD, chapters, committees, donations, etc.
Monitor database performance and troubleshoot problems, collaboratively with CRM vendor.
Collaborate with website developer and other key staff to optimize website and database for member needs.
Works closely with and supports the Chapter Services Manager to ensure chapter compliance and tracking is accurate in the database and in the shared files in the CHADD SharePoint site.
Maintains the overall integrity and quality of the database, including regular data improvement and cleanliness of the data, and enforcement of database business processes and rules.
Optimizes the use of the database across the organization by staying current on upcoming enhancements to functionality.
Reviews, updates the organization procedures for use of the database to increase efficiency and enhance performance including ensuring that all departments are using CRM in order that all data can be used and shared by all departments.
Provides ongoing support and training to staff in the use of database modules, data entry, and related functionality.
Identifies problems in the database and recommends solutions.
Compiles statistics, resources, and other data for dissemination and/or reports when requested.
Other duties as needed/assigned.
5-10 years of experience with association or non-profit member or chapter relations preferred
Strong interpersonal skills and the ability to interact with all levels of members, staff, and leadership
Organized, self-directed, self-motivated, detail and deadline oriented
Ability to prioritize and coordinate multiple work activities in a fast-paced environment and meet critical deadlines
About Children and Adults with Attention-Deficit/Hyperactivity Disorder (CHADD)
Children and Adults with Attention-Deficit/Hyperactivity Disorder (CHADD) is the nation's leading non-profit organization serving individuals affected by attention-deficit/hyperactivity disorder (ADHD) and their families. Founded in 1987, CHADD has over 10,000 members in 150 local chapters around the country which offer support for individuals, parents, teachers, professionals, and others. CHADD is a membership organization (various levels of membership available), produces the bi-monthly Attention magazine (for members), and sponsors an annual conference. The National Resource Center on ADHD (NRC) is the CDC-funded national clearinghouse for evidence-based information about ADHD.