Membership Services Manager

At MJH Life Sciences our success is measured by your success! If you set your standards high and want to contribute to a winning team, we’ll provide you with every opportunity to help grow our company and your career. Our associates come from all backgrounds, sharing one key quality: determination to succeed. We value being Service Focused, having a Passion for Winning, Innovation, Respect, Integrity, and Teamwork. Nothing means more to us than hiring people with these attributes. If you believe you’re right for the job, this is the place to prove it!

CMI, the association management division of MJH Life Sciences, provides trusted and dynamic management services for associations, foundations, and non-profits in the healthcare field.  CMI manages the Association of Community Cancer Centers (ACCC)- the leading education and advocacy organization for the cancer care community and the Oncology State Societies at ACCC- a network of 23 Chapters that provide a state- and regional-level focus into the complexities of cancer delivery.

POSITION SUMMARY:

The Manager, Membership Services is responsible for the Customer Relationship Manager (CRM/database) and integrations to ensure all are working properly and utilized correctly. They oversee timely and accurate data entry, including setting up new memberships, generating sales orders for renewals, updating memberships and rosters when a renewal is paid, and terminating unpaid memberships. They also utilize the CRM to track member engagement and oversee related data input. Through regular reporting and monitoring, they identify missing or bad data and plan campaigns to clean or complete data. They maintain accurate SOPs and monitor staff usage of the CRM to ensure compliance with procedures, providing instruction when necessary. The CRM is an essential resource, and working with it regularly gives the Manager, Membership Services a unique overview of members’ activities, so their input in developing recruitment, retention, and engagement programs is valued.

DUTIES & RESPONSIBILITIES

• Manage the membership database/customer relationship manager (CRM) to ensure data integrity and fit with membership structure.

• Manage the connection between membership CRM and other platforms, and work with CRM vendor and support services to resolve issues, ensure accuracy, and help clients utilize the platform to its maximum potential.

• Oversee schedule and workflow to ensure accurate and timely processing of membership data.

• Work with the Accounting Department to oversee successful membership retention and recruitment payment reconciliation.

• Manage the tracking of member and non-member engagement across all activities and interest codes through a tagging/badging system.

• Query database system to generate and publish membership reports and lists.

• Routinely run membership reports to monitor data integrity and make necessary corrections.

• Collaborate with departments utilizing CRM data to create SOPs, ensure proper training, and monitor use.

• Oversee data-mining efforts to increase contacts for members and nonmembers, including working with staff to identify and cultivate member and nonmember contacts and utilizing external platforms.

• Respond to member inquiries and provide support by answering routine questions (including general email inbox).

• Analyze client membership potential and make recommendations for recruitment, retention, and engagement campaigns.

• Participate in member engagement activities related to membership recruitment and retention, including outreach to members.

• Educate members and prospects on the value of association membership by articulating the benefits and opportunities available to members.

• Provide a high-level of service to all clients and their members

• Perform special assignments and other duties as directed by Supervisor or Director, Membership

REQUIRED QUALIFICATIONS & SKILLS

• Bachelor’s degree or equivalent experience with emphasis in marketing, communication, business, or a similar field.

• A minimum of three years of experience in a membership association or similar organization is required

• Extensive experience working with a membership database is required; experience with Salesforce/Fonteva is preferred

• Must possess excellent judgment and oral/written communication skills for extensive interactions with clients, healthcare professionals, and vendors.

• The position is located in Rockville, MD, and requires hybrid work for employees in the local area. A fully remote option will be considered for employees outside of the local area.

• Up to 5% travel.

• Ability to work independently with minimal supervision.

• Ability to collaborate with staff and association members to achieve results.

• Proficiency in Microsoft Office (Outlook, Word, Excel, and PowerPoint)

• Strict attention to detail

• Strong organizational skills

• Strong customer service skills

• Analytical and strategic thinkers

• Problem solvers and solution orientated

• Professional home-office set-up to accommodate a flexible work schedule

BENEFITS OVERVIEW

• Flexible work schedule

• Paid time off – vacation, sick, personal, and float days

• Annual salary review and growth opportunities; this position is eligible for annual merit bonus

• Nationwide medical, dental, and vision plan options

• HSA with employer contribution

• Short- and long-term disability and AD&D options

• 401(k) savings plan with company match

• Tuition reimbursement

• Onsite parking, gym, and cafe

CMI is committed to cultivating and preserving the culture of inclusion and connectedness. We are able to grow and learn better together with a diverse team of employees. The collective sum of the individual differences, life experiences, knowledge, innovation, self-expression, and talent that our employees invest in their work represents our culture. In recruiting for our team, we welcome the unique contributions that you can bring in terms of their education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, color, religion, disability, sexual orientation and beliefs

#LI-Hybrid

MJH Life Sciences provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. All employees of MJH Life Sciences are employed “At Will.” This means that either the employee or the Company is free to end the employment relationship at any time, for any reason, with or without cause and with or without notice.