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International Foundation of Employee Benefit Plans (IFEBP) · 3 weeks ago

Associate Director, Membership Operations & Services

Brookfield, WI

Full-time

Hybrid

Lead/Staff, Director/Executive

$65K/yr - $65K/yr

5+ years exp

The International Foundation of Employee Benefit Plans (IFEBP) is North America’s largest membership organization for those who work with employee benefit plans. They are seeking an Associate Director of Membership Operations & Services to implement a comprehensive member acquisition and renewal strategy, oversee membership processes, and ensure high levels of member support and engagement.

Human Resources

Comp. & Benefits

No H1B

Responsibilities

Serve as the primary data management professional within the membership services team, assuring that all membership data housed within the CRM and other organizational systems is accurate and reports of membership trends are run and analyzed on a consistent basis

Demonstrate a deep understanding of the membership systems, structure and its related processes within the Foundation’s CRM; actively managing data, suggesting process efficiencies to maximize the members’ experience and providing relevant reporting for leadership and other staff

Conduct and report on renewal-based and other periodic audits to ensure accuracy of the organization’s information

Create, aggregate, and interpret available member/nonmember data into reports for internal purposes as well as for external (member or partner) requests, providing data-driven insights that can inform the recruitment and retention strategy

Responsible for the oversight and direction of exceptional customer service and account management within the International Foundation to ensure timely, professional and empathetic interactions

Create, direct, and manage the overall operations of the customer service department. This includes oversight of the response to all membership account inquiries and services related to log-ins, technical issues, identification or location of resources or courses, membership or order status, payment status, updating rosters for group memberships, and providing training/support in navigating our systems/website

Supervises, mentors, and directs customer service staff as required, including staffing, training, and performance management. Set expectations and directions for service levels, productivity, and accuracy. Ensure appropriate procedures and protocols exist for monitoring individual performance and development. Communicate a shared vision, ensure a positive coaching culture exists, energize and empower staff, and manage conflicts that may arise within or outside of the team with inclusion and collaboration

Serve as an International Foundation internal ambassador, coaching on CRM functionality and delivery of exceptional customer service on the Foundation’s products, including member services, e-learning products, and CEBS customer support

Maintain a deep understanding of the transactional processes that customers must go through to engage with Foundation products and continuously find ways to improve this process

Ensure that all customer transactions and outreach are accurate, effective and met with timely and empathetic support

Field, resolve, and/or forward all escalated complaints or concerns

Lead the coordination and management of membership status and renewals processes, which includes ensuring that the CRM is functioning accurately, coordinating timing with communications, and engagement campaigns (CRM and email) to ensure friendly and accurate messaging

Maintain a thorough understanding of product lines outside of membership that are supported by the Customer Service team as it relates to transactions and customer support inquires. Manage membership webpages, access points, and platforms, ensuring accuracy and ease of use

Responsible for providing back-up and training, including creating clear and accessible SOPs, to the customer service representatives

Have a baseline understanding of member services and be able to help members navigate these services, escalating to others on the member experience team as necessary

Prepare annual budgets and financial projections. Produce weekly and quarterly reports on membership counts, renewals, demographics, and trends

Lead membership engagement through regular communications and campaigns with a focus on membership retention and revenue growth

Partner with the Membership Experience and Outreach teams to coordinate and execute outreach campaigns, to facilitate membership onboarding and retention outreach, to assist members with navigating member services, to call members directly regarding membership status, and to help create customized experiences based on membership type and level of engagement

Partner with the marketing and communications teams on membership marketing campaigns and communications, ensuring messaging is accurate and aligned with the membership joining/renewing process

Leveraging knowledge of members’ behavior, provide recommendations for altering established member communication pacing and messaging, working with the broader membership communication team

Serve as lead to effectively advance, improve, and streamline the customer service experience. Manage workflow and guide the team through planning, analysis, and implementation

Evaluate processes and procedures and suggest methods to improve operations, efficiency, and service to both internal and external customers

Work with IT Support (internal and external) to troubleshoot, report, and/or escalate technical issues with the organization’s systems and/or member-facing portals/resources

Serve as a departmental stakeholder in organizational projects, system implementations, and operational efficiency initiatives

Work with member-facing team leaders of affiliate organizations to ensure a consistent approach to member services, recruitment, retention, and team management

Qualification

CRM managementData managementCustomer serviceBudgetingData analyticsTechnical troubleshootingMicrosoft OfficeInterpersonal communicationTeam leadershipStrategic thinking

Required

Bachelor's degree in business administration, business management, communications, human resources, or similar field is required

Minimum of five (5) years in customer-facing positions where customer service and/or dedicated account management has been a significant portion of the role(s)

Minimum of five (5) years in-depth experience using a CRM platform (or other similar centralized data program such as an ATS, LMS, or HRIS) with expert level understanding of systems and ability to quickly learn evolving data systems

Must have experience with operational/financial budgeting and data analytics to create meaningful reporting at a department level

Customer-centric, 'members first' mentality and helpful demeanor, supported by a track record in delivering exceptional customer support, building long-term relationships, and demonstrating sound judgment, empathy, and active listening skills

Tech savvy with demonstrated ability to quickly learn new technologies, processes, and products as well as assist customers/members with basic virtual trouble-shooting

Excellent interpersonal communication skills, both verbal (face-to-face and by phone), and written (email and chat), with ability to effectively engage with members from a wide variety of backgrounds, industries and professions

Proven ability to clearly and concisely describe relevant products and services to customers/members based on their specific needs and/or situations

Strong attention to detail and impeccable follow-through in executing standard operating procedures (SOPs)

Must proficiently work independently and properly prioritize and manage one's own workload; as well as possess the ability and willingness to work collaboratively as part of a team to accomplish organizational objectives

Must have working knowledge of CRM systems (preferably Microsoft Dynamics) and a strong background in Word, Excel, and other Microsoft Office programs

SQL query writing and SSRS experience and/or other analytical tools is a plus

A self-motivated, detail oriented professional with a strong work ethic, and a results-driven mindset, capable of independently leading projects from concept through execution

Proven ability to coach and develop direct reports, and demonstrated experience driving teams toward high productivity and sustained performance

Strategic thinker with strong analytical skills and the ability to capitalize on growth opportunities and use data to transform ideas into executable programs

Preferred

Some experience in generating ideas for marketing communications to raise awareness (internal or external) is helpful but not required

Some experience in cash handling or processing payments (e.g.: billing, invoicing, bank telling, or cashiering at point of sale) is helpful, but not required

Knowledge of employee benefits is a plus

Experience with Microsoft 365, UX8, SmartSheet and SharePoint is helpful – but will train the right candidate

Benefits

Comprehensive and affordable medical plan (which includes 24/7 Teledoc)

Vision plan

Dental plan

FSA (medical and dependent care)

Employee Assistance Program (EAP)

Long term disability

Short term disability

Ample PTO (vacation, sick, holidays)

Defined benefit (pension) plan

Non-elective company 401(k) contribution

401(k) matching contribution

Free Milwaukee County Zoo passes

On-site fitness center with yoga, stretch, and strength training classes

Mindfulness sessions

Bocce league

Game nights

Cribbage club

Company

International Foundation of Employee Benefit Plans (IFEBP)

The International Foundation of Employee Benefit Plans is a nonprofit organization, dedicated to providing the diverse employee benefits community with objective, solution-oriented education, research and information.

Founded in 1954

Brookfield, Wisconsin, USA

51-200 employees