Position Overview

The Manager, Member Experience & Relations, strengthens the Council’s connection to its members by managing key relationships, coordinating engagement initiatives, and ensuring that every interaction reflects the organization’s mission and Standards of Excellence.

Reporting to the Vice President, Member Success & Practice, this role works across teams to design and deliver engagement strategies that foster satisfaction, retention, and long-term member value. The Manager serves as both a relationship lead for assigned member organizations and a strategist for enhancing the overall member experience.

This role is designed with a clear trajectory for advancement, including a structured development plan leading to Senior Manager. This evolution involves moving from managing day-to-day workflows to shaping the long-term roadmap and influencing cross-functional strategy across the broader organization.

Key Responsibilities

Member Engagement & Relationship Management

• Serve as a primary point of contact for assigned member organizations, ensuring consistent communication and proactive support.
• Partner with the Vice President of Strategic Partnerships to ensure smooth onboarding of new members and strategic transitions into active engagement.
• Cultivate relationships with senior-level contacts at member companies to understand needs and identify opportunities for deeper involvement.
• Track member participation and engagement trends to inform renewal strategies and service enhancements.
• Provide timely and effective responses to member inquiries and requests.
• Manage special communications and follow-ups with key accounts to maintain satisfaction and loyalty.

Member Experience Strategy & Coordination

• Design and implement engagement initiatives that enhance the overall member journey—from onboarding to renewal.
• Collaborate across Council practices—including Programs, Communications & Marketing, and Development—to ensure consistent, high-quality member interactions.
• Align offerings and communications with member needs and strategic priorities.
• Support recognition and visibility programs that highlight member participation and contributions.
• Partner with Communications & Marketing to ensure that messaging reflects the Council’s value proposition and the impact on its members.

Data, Analytics & Continuous Improvement

• Provide timely database updates in response to member changes and requests to ensure the integrity of membership data and its impact on outreach.
• Analyze engagement metrics, survey data, and feedback to identify trends and opportunities for improvement.
• Share insights with cross-functional teams to inform program design, communications, and retention strategies.
• Develop and maintain dashboards and reports for leadership on member engagement and retention performance.
• Recommend process improvements and tools that enhance the efficiency and impact of engagement efforts.
• Benchmark against peer organizations to ensure best-in-class member experience practices.

Required Qualifications

• Bachelor’s degree in business, marketing, communications, or related field.
• Minimum 5 years of experience in membership engagement, relationship management, or association relations.
• Demonstrated success in managing relationships with high-value accounts and driving engagement outcomes.
• Strong analytical and problem-solving skills, with experience using CRM systems and data to inform strategy.
• Excellent written, verbal, and interpersonal communication skills.

Preferred Qualifications

• Experience in association or nonprofit management, with an understanding of membership organizations.
• Familiarity with the public affairs, government relations, or corporate communications sectors.
• Knowledge of engagement and retention best practices for member-driven institutions.

Core Competencies

• Member-Centric Focus: Demonstrates deep understanding of member needs and creates value through every interaction.
• Relationship Management: Builds authentic, trust-based relationships with diverse stakeholders.
• Strategic Collaboration: Connects cross-departmental initiatives to create a unified member experience.
• Analytical Insight: Uses data to evaluate engagement trends and drive continuous improvement.
• Communication Excellence: Articulates member value clearly and persuasively across audiences.
• Results Orientation: Focuses on achieving measurable improvements in engagement and retention.

Position Attributes

• Mission-Driven: Dedicated to advancing the public affairs profession through exceptional member engagement.
• Collaborative: Works effectively across teams to align strategies and deliver results.
• Empathetic: Balances professionalism with authentic connection and care.
• Organized: Manages multiple member relationships and projects with precision.
• Ethical: Upholds transparency, fairness, and integrity in all interactions.
• Scalable Ownership: We are looking for a candidate ready to grow in this role. We will provide mentorship and resources to help elevate the manager to a senior manager as you scale the responsibilities.