The Manager, Member Experiences central to the global Membership team and collaborates with stakeholders in all regions in which CASE operates to manage and deliver programs and create processes that promote a positive member experience and increase engagement. The incumbent reports to the Sr. Manager, Member Engagement and manages the new member onboarding program, oversees processes that encourage the use of signature CASE benefits, and supports efforts to retain at-risk members.
The core functions of this position include but are not limited to the following:
Member Engagement, Relations, and Experience
Design and deliver monthly webinars about CASE benefits and services for new and prospective members
Serve as a content owner and contributor for the Membership section of the CASE website, making regular updates as needed
Design and deliver monthly webinars for primary and secondary coordinators to demonstrate and promote the use of online roster management
Create and manage processes to encourage usage of signature CASE benefits (CURRENTS magazine, CASE Global Reporting Standards and others, TBD)
Provides back up email and phone coverage for Membership Operations team, as needed
Support Sr. Manager, Membership Operations in resolving member relations matters
Support all projects that promote the growth and sustainability of CASE membership
Periodically represent Membership at select CASE conferences (some domestic travel required)
Manage the delivery and implementation of personalized, multi-channel new member onboarding program, with special focus on audiences identified by Membership leadership team
Provides support for and coordinates the implementation of strategies to retain at-risk members
Speak with members to discuss benefits and articulate CASE value proposition
Support the implementation of all member engagement projects as directed by the Sr. Manager, Member Engagement
Assist members with account set up and roster updates
Perform regular updates to member records in AMS
Monitors select data reports to ensure accuracy and track project performance
Utilizes business intelligence tools to monitor engagement KPIs and inform decisions about key engagement initiatives
Champion the widespread use of tools that capture member interactions within the AMS
Fiscal Management/Budget Responsibilities/Judicious Use of Resources
Exercises fiscal responsibility in the utilization of all CASE resources.
Works cooperatively and diplomatically with all divisions and regions.
Liaises with CASE colleagues in other parts of the world to ensure the best sharing of ideas, expertise and knowledge.
Participates and reports out regularly as a member of the Global Membership Team
Incorporates tasks and/or projects related to objectives as directed by the CASE Strategic Plan.
In keeping with the CASE Values Statement, ensures that CASE is well represented by exercising a high degree of professionalism, accuracy, and ethics, in all activities, services, and products.
Performs other duties and responsibilities as assigned by the Supervisor.
Education and Experience:
Bachelor’s degree in marketing, advertising or related field + 3-5 years’ member engagement and/or marketing experience, preferably at a non-profit trade association
An interest in educational advancement across the regions in which CASE works
Skills and Abilities:
Strong public speaking and presentation skills
Superior writing skills, with fluency in English and Spanish (other languages, a plus)
A strong commitment to contributing to an organizational culture that celebrates diversity and inclusion
Ability to think quickly, effectively and, creatively to solve problems, handle multiple projects, determine priorities, and meet deadlines
An understanding and interest in engaging with a broad range of cultures and countries
Strong project management, research, and analytical skills
Superb organizational skills and attention to detail
Proven track record achieving key results based on goals
Exceptional people skills and a passion for building relationships with members and internal team members
High degree of comfort communicating with members about their experience to optimize satisfaction and retention
Management reserves the right to review and revise this document at any time. This document represents a description of intended job content and should not be construed in any way to be a contract of employment.
About Council for Advancement and Support for Education
CASE is a global not-for-profit and membership association whose vision is to advance education to transform lives and society. Its mission is to be the home for communities of advancement professionals and to inspire, challenge and equip them to act effectively and with integrity to champion the success of their institutions. CASE defines the competencies and standards for the profession of advancement, leading and championing their dissemination and application with over 97,000 advancement professionals at 3,100 member institutions in 80 countries.
Broad and growing communities of professional practice gather under the global CASE umbrella. Currently these include alumni relations, development services, digital, communications, fundraising, government relations, marketing, and web. These professionals are at all stages of their career and may be working in universities, schools, colleges, cultural entities or other not-for-profits. CASE membership also includes many corporate partners. CASE uses the intellectual capital and professional talents of an army of volunteers to advance its work.
Headquartered in Washington, DC, CASE works across all continents from its r...egional offices in London, Singapore, and Mexico City. CASE works to achieve a seamless experience for all its stakeholders: particularly its members, volunteers, and staff. Working together across time zones and borders, CASE staff in all offices seek to make the ambitious OneCASE aspiration a reality.