The Director is accountable for working with the membership leadership and management team members responsible for the operations for membership billing and collections and the execution of the planning, budgeting, volume forecasting, execution, analysis, and internal reporting functions. The director will be responsible for overseeing the annual billing and collection efforts of $51m in national, state, local and regional membership dues for over 94,000 members. In addition to requiring exceptional technical and analytical skills, this is foremost a member service function as needs and deliverables must be clearly defined and promptly and accurately delivered.
This position is considered a core staff position. To provide AIA members and customers with services during weather events or similar extraordinary circumstances, the incumbent will telework and continue to serve our members and customers unless they encounter circumstances that prevent them from teleworking.
Reporting and Analysis/Strategy
In partnership with the Managing Director, lead the overall development of the Institute’s member retention strategies based on current and historical analysis and forecasting trends.
Assess and manage the Institute’s overall annual membership reporting and analysis requirements.
Continuously identify areas for improvement, technological advances, and publish an annual reporting schedule for leadership.
Assess back-end development, reporting and analysis requirements prior to the launch of membership strategic and operational efforts..
Lead the development of annual membership forecasts, mid-year actualization, and adjustments for the annual budget. This includes careful analysis, explanation, and successful presentation of forecasts to senior leadership and finance.
Track, analyze and report membership counts, trends, and adjustments. Reports are prepared daily, weekly, monthly, quarterly, annually and on an ad hoc basis. These reports occur on national, state, and local levels.
Maintain monthly reporting for components and ensure that they are communicated through component updates, SharePoint, email, and upon request.
Study, report, analyze and present potential impact on budget or membership counts of any bylaw proposals, proposed pilot programs, tests, incentives, or promotions.
Monitor, identify, analyze, and report trends in key demographic sectors such as age, ethnicity, gender, geography, member type, firm data, and tenure.
Partner with the Equity, Diversity, and Inclusion Team to deliver an annual demographic report per the Board initiative.
Primary point of contact with product strategy to develop, maintain, and create reports in compliance with the Institute’s needs and association best practices.
Lead and participate in CACE webinars on membership reporting and renewal/invoice production best practices to increase knowledge capabilities for staffed and unstaffed components.
Oversee the transitioning of data and information through liaising with AIA staff, analyzing the performance reporting data and performing calculations, and compile member reports; identify and resolve key barriers/problems; monitors and tracks progress and implementation of plans to ensure desired results.
Generate the annual reasonable readiness report for the annual finance and accounting audit of membership payments
Ensure that the annual governance reports for delegates and regional representation is completed in a timely manner as defined by general counsel.
Work with the product strategy/marketing teams to create member personas based on all available data.
Support the Board and senior leadership with financial and performance projections related to Resolutions’ and Pilots’ potential impact.
Manage requested “ad hoc” membership reports and data. Works with product strategy staff to build and maintain a library of commonly requested custom reports. On a scheduled basis, distributes these reports to component and national staff.
Assist the senior leadership team in resolving “special” membership challenges identified by all component and regional level.
Provide consistent and accurate research, information, and analysis to the Managing Director, Membership Strategy and Services and key stakeholders.
Work on performance reporting analysis with all directors of membership and the consulting project team who is responsible for centralizing performance reporting service for all membership categories.
Assist Legal and Business Affairs, Component Relations, and the Membership Operations team to ensure that zip codes and local/state chapter assignments are current and up to date based on feedback from those groups. Assist with data analyses for chapter restructuring.
Develop tools to support Member Value Outreach and Member Engagement Outreach campaigns including data management, reporting and analysis.
Work with chapter leaders and AIA Awards and Archives departments to validate eligibility for fellowship.
Billing and Collections
Oversee the membership dues billing and collection processes meeting the service level agreement.
Accountable for the generation and collection of $51m annual membership dues revenues. This includes the management of the processes and systems involved with the membership dues invoicing and collections efforts to support all local, state, and national dues.
Ensure Collections and Bad Debt objectives established by the AIA’s Billing and Collections Operations are met and support revenue objectives.
Identify and processes to support long term revenue growth projections and lower operating costs by eliminating current system overlaps.
Develop best practices new member management, billing, collections, and technology project management
Oversee Membership department automation/web-based projects for payment plan programs through billing and collection efforts.
Partner with marketing department to develop annual renewal campaign.
Work collaboratively with peers in department; partner with Managing Director to develop and implement operational and strategic direction on training programs needed to optimize service performance.
Execute business continuity plans for operations effectiveness during office closures and system down time for member and component support operations to effectively respond to customer needs with the least amount of disruption.
Responsible for the growth and development of direct reports.
Support and promote the mission and priorities of the Institute and the workplace culture of belonging.
Ensure policies and procedures in the AIA Staff Handbook are adhered to within the department.
Proactively address staff specific performance issues, consultation with Managing Director and Human Resources as necessary and appropriate.
Develop high level and detailed project reporting plans and budgets, coordination with team members in the completion of assignments.
Other duties as assigned by the Managing Director, Membership Strategy and Services.
Possess considerable skill in assimilating and reporting complex data.
Exceptional presentation skills.
Experience in a customer service role and environment.
Must have outstanding customer service orientation, organizational analytical skills, and strong attention to detail.
Demonstrated ability to create, promote and work well in a collaborative team environment and has a basic understanding of other AIA team and departmental responsibilities.
Experience with high-level Microsoft products including Visual Basic for Applications and Power BI.
Demonstrated ability to interact with a wide variety of clientele (volunteer leadership, members, customers, vendors, and staff) with a proven skill in reporting, oral and written communications, and active listening.
Familiarity with the architecture and design profession a plus.
Must be highly efficient in the use of Microsoft Office applications especially Microsoft Access, Excel, PowerPoint, Word, and Outlook.
Bachelor’s degree in management or related area required with a minimum of seven years of related experience with three to four years’ relevant work experience in an association membership environment preferred
The AIA, in existence for more than 150 years, works to advance the value of architects and architecture and increase the living standards of people by improving their built environments. The AIA, with a membership of over 90,000, is the largest voice of the architectural community.
*Educating the public to strengthen the value of architects and the overall role of the profession in the building industry. *Using our influence in legislative and regulatory concerns that affect and potentially govern the professional lives of architects. *Researching new job markets and new career specializations to ensure architects can meet society's needs now, and in the future. *Expanding the architectural knowledge base as changes in the profession occur. *Offering a network for support and information exchange with colleagues and industry professionals across the country and the globe.