Plumbing, Heating and Cooling Contractors - National Association
Location: Falls Church, VA
Type: Full Time
Preferred Education: 2 Year Degree
2 Year Degree
How This Position Contributes to The Membership Team
Our membership team is seeking a Manager, Member Relations. This role will be responsible for the development and implementation of membership recruitment, onboarding, and retention plans. This position requires an individual who has a solid understanding of best practices in association membership recruitment, retention, and engagement. This role will collaborate internally to help the member organization achieve specific business results and maximize value for our valued members.
Responsible for the implementation of all membership engagement, acquisition, onboarding and retention, strategic tactics, and analytics.
Will develop and implement continuous, comprehensive integrated marketing campaigns for PHCC (direct mail, email digital, etc.) with a goal of converting non-members to members, and measurably improving overall member/user experience and increasing member engagement.
Collaborates with the Marketing/Communication team to build campaign components across marketing channels, including email, website updates, video, social media, print, etc.
In collaboration with the Marketing/Communication team and Database Manager, analyzes campaign performance data, trends, and statistics and generates reports measuring response, engagement, return on investment and progress against goals. Interprets qualitative and quantitative data and uses it to make sound membership marketing decisions.
Develops, implements, and tracks results of new member onboarding process to promote member benefits and products and services with the goal of increasing engagement and retention of the new members.
Markets and promotes new and existing member benefits.
Will create a ‘Rising Leader’ program for existing members.
Will create an apprentice membership program.
Works closely with the Senior Director of Membership on the development of annual membership strategic goals, budgets, and reports.
Monitors activities relative to memberships to provide advice and guidance and to identify and disseminate best practices for recruitment and retention.
Ensures that PHCC’s membership value proposition is enhanced and communicated.
Resolves dues payment issues with both accounting and the chapter.
Point of contact for chapters relating to new members, renewals, dues payment questions and member lists.
Data management including new members, Enhanced Service Groups, prospects, and leadership.
Manages other membership projects as determined in support of membership department objectives.
Associate’s degree preferred, Bachelor's degree a plus
3-5 years of relevant experience within an association membership setting.
Demonstrated knowledge of Association Management System (AMS)
Strong computer background with proficiency in -Microsoft Office Suite, digital marketing channels, and technology, including social media.
Demonstrated ability to communicate effectively with clients, including a pleasant, friendly, and courteous telephone manner; strong customer service skills; demonstrated ability to maintain records and information in an organized manner.
Ability to apply critical thinking and problem-solving skills to research, troubleshoot, document, and guide customers through their membership experience to positively affect customer loyalty.
Ability to work collaboratively in formal teams and informal working groups, as well as independently.
Ability to work well under pressure, determine priorities, and produce results.
Organized with a strong initiative in time management, work prioritization, and independent thinking with prejudice toward quick action.
Strong written and oral communication skills and able to present information persuasively to different audiences.
ASAE membership a plus
Minimal travel is required, up to 10% annually
PHCC offers a hybrid work schedule with both in-office and remote work.
PHCC and its affiliates are proud to be an equal opportunity employer.
About Plumbing, Heating and Cooling Contractors - National Association
Plumbing-Heating-Cooling-Contractors Association (PHCC) is dedicated to the advancement and education of the plumbing and HVACR industry. We provide advocacy, education, and training to approximately 3,300 plumbing and HVACR open shops, union businesses and individual technicians. PHCC members have access to a wide variety of resources and services and serves as a proud protector of public health, safety, and the environment.