The American Academy of Otolaryngology-Head and Neck Surgery is seeking a full-time Membership Leader. This is a hybrid role, in-person in Alexandria, VA three days per week.

The Membership Leader is responsible for overseeing retention and recruitment programs. Reporting and working closely with the Senior Director, Membership & Global Affairs, this role oversees the renewal cycle and acquisition campaigns. Specifically, this position is responsible for developing strategies and implementing outreaches to increase membership numbers, meet/exceed revenue goals, and oversee customer service experience. This position requires a blend of strategic thinking, excellent communication skills, and the ability to analyze data to drive improvements. 

Key Responsibilities 

• Plan and execute annual renewal campaign 

• Working with the Global Team, develop and launch campaigns to grow international membership 

• Leverage data/metrics to retain and grow new membership 

• Streamline the retention process to test out new strategies, increase automation, and focus on areas to improve segmented retention 

• Manage member services function to ensure timelines and consistency 

Specific Duties 

Member Acquisition & Retention 

• Develop and manage all retention campaigns; suggest enhancements to existing campaigns as well as new approaches to test 

• Manage annual outreach to convert residents to first-year members 

• Act as liaison to the Membership & Credentials Committee 

• Develop and launch new member acquisition campaigns including leveraging Global Grand Round participants, Annual Meeting attendees, and win backs to increase international members 

• Work with Senior Director to set annual membership goals 

• Provide monthly insight into membership revenue and tracking to annual goals 

Member Relations 

• Manage the member services staff 

• Develop processes to track incoming emails and calls 

• Ensure appropriate turnaround time and positive member experience  

• Lead efforts to streamline renewal billing to large practices 

• Ensure member records are accurate and up-to-date 

Metrics and Reporting 

• Track and report response rates and success measures for acquisition and retention campaigns 

• Work with Communications Team to improve email ROI metrics  

• Review accuracy of the database 

• Suggest and launch outreaches to update existing member records 

Required Qualifications

• Bachelor’s degree in a related field and 8+ years of relevant experience in a non-profit member-based organization (relevant experience may be substituted for a degree) 

• Demonstrated track record of growing membership through renewals and acquisitions 

• Demonstrated problem solving skills with stakeholders with the ability to anticipate needs, determine priorities, and meet deadlines 

• Exceptional organizational skills and attention to detail 

• Experience with member/customer database (iMIS preferred) 

• Strong interpersonal skills and commitment to a high level of customer service 

• Demonstrated verbal and written communications skills to interact effectively with members and customers outside the organization 

• Ability to manage multiple projects simultaneously, prioritize tasks, and meet competing deadlines 

• Proven ability to work effectively both independently and within a collaborative team environment 

• Ability to travel to the AAO-HNSF annual meeting to manage the membership booth and international booth