The Director of Member Services works collaboratively across the organization and with various stakeholder groups to identify, build and promote member value that has broad appeal to each of CWEA’s member segments. In addition, the Director will have primary responsibility for development and implementation of membership recruitment, engagement, and retention campaigns; volunteer engagement, recognition and growth; and is responsible for managing and mentoring a team. The Director of Member Services is responsible for the integrity of data in CWEA’s membership database, NetForum, and collaborates with an internal team of professionals charged with delivering high-quality customer service to CWEA’s 10,000+ members and 17 local sections across California.
Essential Duties and Responsibilities include the following. Other duties may be assigned by the Executive Director:
Responsible for all aspects of membership recruitment, engagement, and retention to include the development of an annual comprehensive membership strategy.
Gather, analyze, and apply information about members, customers, competition, and external influencers to leverage opportunities and evolve programs, products, and services.
Forecast membership growth potential and create strategies to target specific segments. Keep pace with member and customer needs by reviewing data from a variety of sources and inputs.
Develop and manage CWEA’s registration strategy for CWEA’s education program and learning experiences, including e-learning and in-person education events. Manage badge scanning strategy for in-person events.
Execute registration strategy and supervise membership team members and volunteers at in-person on-site registration.
Oversees development and maintenance of membership policies, procedures, and related documentation.
Develop relationships with volunteers, members, and key industry subject matter experts.
Serve as the staff liaison for assigned committees. Effectively engage and cultivate volunteer and member strengths to achieve high performance outcomes and experiences.
Data Integrity, Data Analytics, and Reporting
Responsible for pulling lists and data out of AMS (NetForum). Analyze data gathered in reports and advise on membership trends and identify problem areas.
Oversees production of monthly membership reports, including reports to senior management. Distributes monthly membership dashboards reflecting the overall composition of the membership as well as the specific trends in composition.
Analyzes 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 internal team and external consultants 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.
Establish cross-functional relationships with all internal staff program stakeholders (education, marketing, finance, etc.) to facilitate the execution of innovative initiatives and build member value. Adhere to production timelines, from inception through product launch.
Collaborates with other departments in the development of new products and services.
Collaborate with internal marketing staff and external consultants/partners to execute membership recruitment, engagement, and retention tactics.
Partners with the Marketing and Communications teams to develop membership marketing and promotional materials, including applications, welcome kits, and other collateral.
Ensures other departments are provided with pertinent membership information; oversees content on membership section of website.
As a member of the leadership team, supports and fully participates in all association activities as a key contributor and staff leader.
Manage all internal and external resources necessary to ensure the successful implementation and support of initiatives programs.
Supervise and develop staff to deliver programs and initiatives on time and within budget to meet technical and quality standards. Manage direct reports’ performance to achieve strategic initiatives/goals.
Participate as an active contributor in the budgeting process, reviewing departmental financial statements monthly to ensure Membership department activities are meeting and exceeding association fiscal budgeted needs.
Maintain current professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing professional networks both in the wastewater and association communities and participating in professional industry associations.
Other duties may be assigned.
The requirements listed below are representative of the knowledge, skill and/or ability required as well as typical ways to obtain the knowledge, skills, and abilities.
Extremely competent with AMS/CRM software (NETFORUM is highly preferred), data tools (e.g. Power BI, Nucleus), and social media and e-communication tools, plus strong MS Office skills.
Experience with developing queries and query logic for AMS/CRM reporting.
Experience using and analyzing data to understand current membership needs and to predict future membership opportunities.
Excellent writing skills, with exceptional attention to detail.
Able to interface with a variety of constituencies and stakeholder groups with different needs and demands to achieve strategic goals.
Highly driven and results oriented, strong management skills, ability to set and enforce priorities and deadlines. Strong track record as an implementer who thrives on leading a variety of key initiatives concurrently and will work independently, if necessary, to get the job done.
Demonstrated experience initiating, managing, delivering and evaluating membership focused projects, programs, and services.
Ability to travel to conferences and committee meetings throughout California approximately twelve to twenty times per year (1 to 4 days duration).
Any combination of experience and education that would likely provide the required knowledge and abilities can qualify. A typical way to obtain the knowledge and abilities is:
Education and Experience:
Bachelor’s degree in related field. Certificate in meeting planning and/or association management a plus.
Minimum of 7 years of experience in membership related activities in a professional association or similar environment.
Previous supervisory experience required.
Demonstrated experience working with Learning Management Systems, Association Management Systems, and Customer Relations Management systems.
Ability to deliver on-time and within budget approved projects within established parameters using own judgment and related work experience in executing responsibilities.
Proven ability to plan effectively to anticipate and avoid problems and troubleshoot as needed.
Demonstrated ability to independently plan and implement professional development experiences in a variety of innovative settings and formats.
Managerial and Leadership Experience: Five to seven years experience managing personnel with demonstrable background in building and mentoring a team, fostering an inclusive and welcoming culture with staff, establishing trust and space to innovate and test new concepts.
Licenses and Certificates: Possession of a valid Driver’s License, and evidence of insurance. Certifications in meeting planning and association management are a plus.
Physical Demands and Work Environment: This position is located in the CWEA headquarters office in Oakland, CA.
While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands and fingers to handle or feel objects; tools or controls; reach with hands and arms; talk and hear.
During conferences, employee is required to work extended hours. Employee regularly uses personal computer for extended periods of time. The employee must regularly lift and or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. The noise level is usually quiet. Employee is required to travel by airplane and car several times per month. Travel to conferences and committee meetings throughout California approximately twelve to twenty times per year (1 to 4 days duration).
About California Water Environment Association (CWEA)
At CWEA, we empower wastewater professionals as they protect California’s most critical resource: water. Since our founding in 1928, we’ve grown to a community of more than 10,000 members across all facets of wastewater management and resource recovery, from operators to lab techs to engineers.
It’s an incredibly exciting time to work in the wastewater industry. CWEA brings together professionals from across the state to tackle real-world challenges, develop and deliver cutting-edge training, raise awareness for the critical service we provide, and shape the future of wastewater. Each year we estimate there are over 6,000 water career openings in California. Our sector is always looking for passionate, hard-working people to jump in and help protect clean water.