Senior Director of Membership and Customer Relations
Water Environment Federation
Type: Full Time
The Water Environment Federation (WEF) is seeking a Senior Director of Membership and Customer Relations to provide strategic direction of the organization’s membership and customer service programs. The WEF office is in Alexandria, VA (Washington, DC metro area). This position is currently 100% remote work and as of January 2022 will be 80% remote work, 20% work in office. The level of remote work is subject to change.
As the Senior Director of Membership and Customer Relations you will oversees all WEF’s membership and customer service operations. You will direct acquisition and retention of members successfully by strategizing value propositions and effectively positioning WEF products and services to appropriate audiences and target markets. You will deliver high customer satisfaction to all WEF members/customers through updated engagement activities, innovative campaign deployment and by ensuring customer service best practices are successfully deployed.
WEF is seeking an innovative leader for this position who brings experience in non-profit/association membership, strategic planning and data driven decision making. Experience with Fonteva/Salesforce is preferred. Qualified candidates will have a bachelor’s degree in business, marketing or related field, 10 years of experience in membership/customer service and demonstrated management experience.
Key Roles and Responsibilities
Develops and executes a strategic membership business plan, informed by market trends to meet established goals and objectives.
Directs all strategies and operations related to member acquisition, onboarding, retention, and renewals.
Works cross-functionally to deploy innovative membership and multichannel marketing campaigns.
Data Integrity, Data Analytics, and Reporting
Delivers monthly membership reports/dashboard and trend summaries
Develop customer profiles used for targeted membership and customer outreach
Partners with IT team to ensure data integrity
Member and Customer Engagement
Develops programs and services that enhance the member experience.
Identifies opportunities to increase engagement.
Oversees the WEF Career Center.
Customer Service and Customer Satisfaction
Oversees contracted customer service team, manages external vendors and internal staff
Establishes, monitors, and meets customer satisfaction metrics.
Monitor member/customer satisfaction and member feedback and surveys.
Partners with the Marketing and Communications teams to develop membership marketing and promotional materials
Ensures other departments receive pertinent membership information
Develops and manages annual budgets. Tracks performance against budget monthly.
Oversees volunteer groups related to the department.
Represents the association externally and at key WEF events.
Bachelor’s degree required; Master’s degree in Business, Marketing, Communications, or related field highly preferred; 10 years of related experience; CAE preferred.
Demonstrated experience in development and implementation of membership strategies and programs, based on current trends, that drive value and increase member recruitment, retention, and engagement.
Proven skills in member benefit development and promoting the value of membership.
Track record of successfully managing vendors and contractors.
Strong analytical skills, including data analysis and marketing analysis.
Experience and in-depth knowledge of computer systems and demonstrated proficiency with MS Office (Word, Excel, PowerPoint). Deep experience with an Association AMS required.
Ability to travel to key meetings.
About the Water Environment Federation
The Water Environment Federation (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. 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.
WEF offers 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.
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.
The Water Environment Federation is a nonprofit association that provides technical education and training for thousands of water quality professionals who clean water and return it safely to the environment. WEF members have proudly protected public health, served their local communities and supported clean water worldwide since 1928.