**Position located in Massachusetts**
POSITION SUMMARY
The Vice President, Member Services directs and oversees all membership activities for Associated Industries of Massachusetts (AIM). This role is responsible for the development, implementation, and evaluation of membership growth, retention, and engagement strategies aligned with AIM's strategic goals and objectives. The VP, Member Services is responsible for leading and managing the day-to-day activities of the member services team to ensure delivery of the highest level of service to AIM member companies. This position reports directly to the Chief Operating Officer and works closely with other senior department leaders across the organization.
ESSENTIAL DUTIES
The requirements listed below are representative of the essential duties required of the Vice President, Member Services.
Provides world-class member services:
- Manages the AIM Member Services team providing guidance and supervision for multiple staff.
- Achieves annual membership retention target, currently 93.5%.
- Maintains and grows AIM membership dues revenues in accordance with annual targets.
- Evaluates the pool of members across all tiers of annual dues, develops, and recommends a plan to efficiently support collections.
- Identifies opportunities with key accounts and sectors; works with staff throughout AIM to develop solutions to increase engagement, services, and membership value.
- Tracks, measures, and reports back to the COO on individual and team key performance indicators weekly. Creates, maintains, and schedules necessary reports/dashboards to support the membership team and the organization with critical metrics used for decision making.
- Schedules multiple member and prospect meetings weekly, including other department and AIM staff as deemed necessary.
- Attends all AIM and other key industry and networking events around Massachusetts.
- Maintains a high level of knowledge and ability to articulate through purposeful conversations the value proposition for AIM membership and advocacy priorities with company decision makers.
- Serves as a primary contact for AIM membership including managing membership territories, as well as addressing new opportunities and challenges.
- Oversees and ensures maintenance of AIM's Customer Relationship Management (CRM) system for accuracy and completeness to include data entry, timely account update, contact profiles, and working with AIM staff to improve the database.
- Coordinates the collection, analysis, and reporting of member feedback; and communicates across the Association to determine next steps.
- Promotes a member-focused culture and supports the member services team by leveraging relationships to enhance member value.
Oversees sales and sponsorship activities of staff:
- Identifies new business and expansion opportunities with current clients/members, prospects, and close business. This can be done through referrals, face-to-face meetings, and networking.
- Pursues new membership opportunities, as well as upscaling existing memberships to the appropriate dues levels.
- Develops and implements plans to increase annual revenues through sales, engagement, sponsorship, contributions to the AIM Foundation and other areas of the association.
- Collaborates with the COO, EVP Government Affairs, Marketing/Communication, and other senior leaders in AIM to strategize and execute key sales opportunities.
- Adopts/learns the Sandler Methodology that includes having meaningful and purposeful conversations with business leaders at current and prospective members and sponsor organizations to increase sales, services, and engagement.
- Other duties as required.
LEVEL OF RESPONSIBILITY
- Works with limited supervision.
- Advises others within the organization on areas of expertise.
- Maintains authority to respond to customer concerns or complaints.
- Generates revenue for AIM and maintains overall responsibility for member services revenues.
- Decisions have a significant impact on resources and organizational effectiveness; external relationships may be adversely affected.
- Exercises broad discretion on matters of significance within area of responsibility.
SUPERVISORY RESPONSIBILITIES
This position supervises three or more employees including hiring, performance management and terminations.
REQUIREMENTS AND QUALIFICATIONS
- Bachelor's degree required. Proven record of success in a membership-driven organization.
- Proficient in all Microsoft Office applications.
- Excellent customer service skills and business development capabilities.
- Must have a strong interest in helping MA businesses succeed by sharing best practices and solutions to navigate everyday business and regulatory opportunities and challenges, and a high degree of interest in Massachusetts public policy.
- Strong desire to be in front of clients and comfortable in a variety of situations including networking events, meetings, web communication (Zoom/Teams), etc.
- Comfortable meeting with individuals from all types of organizations from small businesses to global corporations, across industries, and at all levels including Presidents, CEOs, CFOs, CHROs. Must be able to reach decision makers at each organization.
- Ability to work remotely as appropriate.
- Will be required to attend relevant meetings and conferences early in the morning and in the evening.
- Must have access to own transportation to travel within Massachusetts.
AMERICANS WITH DISABILITIES ACT
AIM complies with all aspects of the Americans with Disabilities Act (ADA) and state disability laws. This means that we will not discriminate against qualified individuals with a disability in any phase of the employment relationship including application for employment, hiring, promotions and/or advancement opportunities, termination, compensation, training and any other conditions or privileges of employment.
EOE
We are committed to diversity and inclusion and welcome applicants from all backgrounds.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.
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