Member Engagement Manager

Description

The Member Engagement Manager will be a data driven, digital native who will be instrumental in ensuring higher engagement from start to finish, facilitating orientation and welcome experiences that set the stage for success and engagement of all members of the community. Building strong relationships with members is crucial, as the Member Engagement Manager will also develop community partnerships that enhance recruitment opportunities and expand outreach in assigned areas. Monitoring engagement metrics and health scores will be essential to proactively identify areas for improvement. The Member Engagement Manager will analyze membership data to provide actionable insights and recommendations to volunteer teams, ensuring continuous improvement in recruitment and retention efforts. Gathering and sharing feedback with internal teams will help influence product and service enhancements.

This role's strategic efforts will focus on identifying at-risk members and implementing engagement strategies to retain them, as well as uncovering growth opportunities through member insights and research. The Member Engagement Manager will look at data and identify research trends and experimentation to improve engagement across different member segments. Supporting renewal campaigns by clearly communicating the value and impact to members will be a key aspect of this role. Preparing reports and dashboards on trends, metrics, and strategic initiatives will inform decision-making and drive operational excellence.

Member Engagement & Support

• Identify motivations and goals of users to improve engagement.
• Develop and nurture strong relationships with ACS membership end users to enhance retention and encourage long-term engagement.
• Coordinate and support community events (virtual and in-person) that build belonging and engagement.
• Moderate online communities or forums, fostering active, respectful participation.

Recruitment & Community Partnerships

• Community Partnerships: Responsible for the development of community partnerships that provide recruitment opportunities across various segments and expand outreach in assigned areas.
• Collaborate with local organizations, schools, and community leaders to promote membership and program participation.

Insights & Data-Driven Strategy

• Track customer health scores, usage reports, and engagement metrics to proactively identify areas for improvement.
• Use available data resources and reports to monitor recruitment and retention efforts; provide actionable insights and recommendations to service unit volunteer teams.
• Work with internal teams to identify segments, customer journeys and moments that matter so membership touch points can be aligned with these.
• Gather and share customer/member feedback with internal teams to influence product and service improvements.

Retention & Growth

• Identify at-risk members and implement engagement strategies to retain them.
• Use member insights and research to uncover opportunities for account growth and share findings with internal stakeholders.
• Support renewal campaigns by clearly communicating value and impact to members.

Operations & Intelligence

• Be able to create member insight research and analyze trends through a hypothesis and experimentation mindset.
• Prepare reports and dashboards on trends, metrics, and strategic initiatives to inform decision-making.

This role is based in our Washington D.C. office. A reasonable rate of compensation for this position is between $95,000-$115,000 per year.

Qualifications

Education: A minimum of 8 years of related experience with a bachelor's degree; or 6 years and a master's degree; or equivalent work experience in a subscription or membership-based organizations.

Key Skill Sets: Technical Skills:

• Data Analysis: Proficiency in statistical analysis and data manipulation using tools like R, Python, SAS, or SPSS.
• Database Management: Knowledge of SQL and experience with database management systems like MySQL, PostgreSQL, or MongoDB.
• Data Visualization: Ability to create compelling visualizations using tools like Tableau, Power BI, or matplotlib/seaborn in Python.
• Machine Learning: Understanding of machine learning algorithms and frameworks such as scikit-learn, TensorFlow, or PyTorch.

Research Skills:

• Literature Review: Ability to conduct comprehensive literature reviews to inform research questions and methodologies.
• Experimental Design: Skills in designing experiments or studies to test hypotheses and gather data.
• Survey Design: Experience in designing and administering surveys to collect primary data.

Analytical Skills:

• Critical Thinking: Strong critical thinking skills to analyze data, identify patterns, and draw meaningful conclusions.
• Problem-Solving: Ability to approach complex problems methodically and develop effective solutions.

Communication Skills:

• Report Writing: Proficiency in writing clear and concise research reports and documentation.
• Presentation Skills: Ability to present findings to both technical and non-technical audiences effectively.

Soft Skills:

• Attention to Detail: Meticulous attention to detail to ensure data accuracy and integrity.
• Collaboration: Ability to work collaboratively in a team environment, often with cross-functional teams.
• Time Management: Strong organizational skills to manage multiple projects and meet deadlines.