Senior Manager, Membership Experience

The National Association for College Admission Counseling (NACAC) is seeking an agile, energetic, and highly customer-focused Senior Manager, Membership Experience to work with the Chief Experience Officer and key stakeholders across the organization to develop an ongoing strategy for anticipating and meeting member needs.  The Senior Manager will proactively increase the member value proposition and loyalty, through ensuring touchpoints meet member needs and managing the member life cycle. 

Responsibilities

The primary responsibilities of this position include developing engagement strategies for every stage of the member journey and career lifecycle and growing membership, including creating programs to acquire new members and retain existing members. Additionally, this  individual is responsible for evaluating data and insights to understand members’ needs and utilizing the information to enhance the member experience, develop new content, benefits, and program offerings.

Responsibilities also include:

• Collaborate and partner with the entire NACAC organization to drive action and foster growth
• Work with the Global Engagement team to expand NACAC’s global footprint by focusing on relevant issues, content, and opportunities
• Financial responsibilities to include overseeing any revenue or expense line items related to membership acquisition, retention, value, and engagement
• Collaborate with NACAC volunteers to include NACAC Special Interest Groups (SIGs) to develop strategies and tactical plans that address members’ needs and deliver a personalized member experience
• Develop and implement high level strategies and programs that increase market share, member engagement and value
• In collaboration with marketing, develop and execute an integrated annual membership campaign that increases acquisition and retention rates

• Identify operational efficiencies through automation for touchpoints to include the join process, payment processing and invoicing
• Assist with training NACAC staff to constantly achieve a best-in-class experiences through a positive brand voice and by creating outstanding touchpoints for our members
• Be the primary point of contact for any escalations and have confidence to own the resolution

Attributes and Qualities

• Strong technical knowledge of Salesforce and a desire to bridge the gap between technology and the member-driven needs and goals of the organization
• Customer-focused, technically competent, and business-oriented
• Strong communication and relationship management skills and the ability to effectively interact with a diverse set of stakeholders

• Strong project management and time management skills
• Strong verbal and written communication skills
• Ability to adapt to changing priorities
• Comfort and familiarity in dealing with highly confidential information
• Organized, detail-oriented team player with an ability to multitask in a fast-paced environment
• Prior supervisory experience is a plus
• Excels working on a blank canvas and is not afraid to rethink norms to improve the member value proposition
• Highly agile and comfortable working in a rapidly changing environment
• Builds strong partnerships and leverages connections to get the job done
• Passionate and inspired by NACAC’s mission and purpose
• Embodies NACAC's staff values (trust, excellence, integrity, innovation, inclusivity, accountability, and sustainability) 

Desired Experience and Skills

• 7+ years of professional work experience in the non-profit sector, school and/or college counseling, college admission, or the educational field
• Post-secondary degree is preferred  
• Knowledge of the transition from high school to post-secondary education
• Background in customer or user experience
• Advanced Salesforce knowledge