Senior Director, Membership and Customer Relations

Role of the Senior Director of Membership and Customer Relations

This position oversees all WEF’s membership and customer service operations. As the key strategist overseeing membership and customer relations, this position is responsible for formulating WEF’s value proposition and effectively positioning WEF membership to appropriate audiences and target markets. This position understands the needs of the multiple market niches served by WEF and advocates internally for the development of products and services to meet the needs of the broad array of customers served by WEF. Additionally, this position takes advantage of opportunities to reach consumers of WEF products and services with the goal of maximizing revenue and/or increasing membership conversions. The position oversees customer service operations with the goal of ensuring high customer satisfaction for WEF members and customers.

Principal Functions:

Membership

• Develops and executes a strategic membership business plan, evaluating the effectiveness of member benefits and member engagement, and recommending changes as appropriate to meet established goals and objectives.
• Directs all strategies and operations related to member acquisition, onboarding, retention, and renewals.
• Reviews and makes recommendations to dues pricing and dues structures, staying abreast of market trends and being responsive to evolving customer needs.
• Partners with other WEF departments as needed to develop and implement innovative membership and multichannel marketing campaigns.
• Oversees development and maintenance of membership policies, procedures, and related documentation.

Data Integrity, Data Analytics, and Reporting

• Oversees production of monthly membership reports, including reports to senior management and the board. Distributes monthly membership dashboards reflecting the overall composition of the membership as well as the specific trends in composition.
• Mines member and customer data to develop customer profiles used for targeted membership and customer outreach, with an eye toward the development and delivery of products and services based on the needs of individual target markets.
• Partners with IT team to ensure data integrity processes and procedures are in place; identifies areas where improved system changes or processes are required and recommends changes as needed.

Member and Customer Engagement

• Based on an understanding of member needs and preference research, develops programs and services that enhance the member experience.
• Develops mechanisms to track member interests, engagement, and participation; identifies opportunities to increase engagement.
• Oversees the WEF Career Center.
• Oversees WEF’s community engagement initiatives.

Customer Service and Customer Satisfaction

• Oversees customer service team; identifies and documents communication standards, policies and procedures.
• Manages internal staff and external partners to ensure timely and accurate service to WEF members and customers.
• Establishes, monitors, and meets customer satisfaction metrics.
• Develops ongoing mechanisms to monitor member/customer satisfaction and to solicit suggestions, including overseeing the process for member feedback and surveys.

Interdepartmental Collaboration

• Collaborates with other departments across WEF in the development of new products and services.
• Partners with the Marketing and Communications teams to develop membership marketing and promotional materials, including applications, welcome kits, and other collateral.
• Ensures other departments (content creation, web services) are provided with pertinent membership information; oversees membership section of website.

General Managerial

• Develops and manages annual budgets. Tracks performance against budget monthly.
• Negotiates vendor contracts and manages vendor relationships.
• Oversees volunteer groups related to the department.
• Directs, supervises, and motivates staff to successfully achieve assigned goals.
• Represents the association externally and at key WEF events.
• Maintains awareness of the external competitive landscape, new member markets, and new industry developments/trends to facilitate membership growth and maintain relevance with members and customers.

What the Successful Candidate Bring to the WEF Team

• Bachelor’s degree required. 10+ years experience with Bachelor’s degree; 8+ years experience with Master’s degree in business, marketing or related field, or equivalent combination of education and experience. CAE preferred.
• Demonstrated experience in development and implementation of membership strategies and programs that drive value and increase member recruitment, retention, and engagement.
• Track record of meeting established goals and objectives.
• Exceptional oral and written communication skills, including the ability to effectively present to a board of directors and senior management.
• Strong managerial skills, including the ability to effectively influence and engage direct and indirect reports and peers across the organization; to effectively coach and mentor direct reports; and to effectively support volunteer leadership.
• Track record of successfully managing vendors and contractors.
• Ability to strategically solve problems and make effective decisions.
• Strong analytical skills, including data analysis and marketing analysis.
• Strong project management skills; must be highly organized with the ability to work effectively at a fast pace, managing multiple priorities with attention to detail.
• Experience and in-depth knowledge of computer systems and demonstrated proficiency with MS Office (Word, Excel, PowerPoint), business intelligence, mapping, and database management applications. Deep experience with an Association AMS required.
• Demonstrated flexibility and creativity.
• Ability to drive and manage change.
• Possess a commitment to a high level of customer service.
• Strong listening skills.
• Driven self-starter.
• Knowledge of current and emerging trends in the association membership field.
• Proven skills in member benefit development and promoting the value of membership.
• Ability to travel to key meetings.

Who We Are

The Water Environment Federation (WEF) is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, color, religion, national origin, sex, age marital status, or physical handicap.

WEF is a not-for-profit technical and educational organization of about 30,000 individual members and 75 affiliated Member Associations representing water quality professionals around the world. Since 1928, WEF and its members have protected public health and the environment. As a global water sector leader, our mission is to connect water professionals, enrich the expertise of water professionals, increase the awareness of the impact and value of water, and provide a platform for water sector innovation.

The Water Environment Federation (WEF) maintains diversity, equity, and inclusion (DE&I) as core principles of our organization’s mission. Our members, Board of Trustees (BOT), volunteer leaders, and staff together and individually share responsibility to uphold these principles. We are committed to creating an organization that acknowledges and celebrates our unique differences including education, career background, age, gender, race, ethnicity, nationality, gender identity and expression, sexual orientation, ability status, accent, socioeconomic status, cultural heritage and religion, parental status, marital status, veteran, personality type, political perspective, and all other characteristics of DE&I.

WEF offers our employees an outstanding benefit package that includes retirement savings options, flexible work schedules, generous Paid Time Off (PTO) as well as health, dental, life and disability insurance. WEF also provides opportunities for professional development and tuition reimbursement.

Information

• Location: Alexandria, United States

Industry experience

Education: Bachelor

Seniority: Expert, Engineer, Consultant

Years of experience: 10 to 20 years