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The Institute of Internal Auditors · 3 weeks ago

Manager, Member Engagement

Greater Orlando

Full-time

Hybrid

Mid, Senior Level

5+ years exp

The Institute of Internal Auditors is seeking a Manager of Membership Engagement to enhance member participation, satisfaction, and retention. This role will serve as a key point of contact for members and lead initiatives to improve engagement experiences across programs and touchpoints.

AssociationEducationNon ProfitRisk Management

Responsibilities

Lead, mentor, and continuously elevate the skills of member-facing associates, ensuring strong communication, consultative service, and professional presence

Develop associates’ capabilities in relationship-building, active listening, and situational communication tailored to members of all levels—from frontline staff to senior executives

Provide ongoing training and coaching in value-based conversations, sales awareness, membership benefits articulation, and growing organizational wallet share

Implement structured skill-building programs including shadowing, role-play, certifications, and performance improvement plans to maintain a high-performing customer-facing team

Foster a culture of accountability, ownership, and continuous learning, encouraging associates to proactively identify improvements and innovate

Ensure the team delivers superior, polished communication—oral and written—demonstrating clarity, professionalism, and adaptability to diverse member roles and industries

Drive operational excellence through one-call/one-touch resolution, reducing member effort and increasing satisfaction

Model and enforce high emotional intelligence and executive communication standards for resolving complex or escalated inquiries

Monitor service quality, tone, and accuracy, providing feedback that strengthens associate confidence and capability

Lead initiatives that increase CSAT, NPS, and overall member sentiment, including follow-through and accountability programs

Equip associates with consultative sales techniques, enabling them to uncover needs, position solutions, and promote relevant programs, products, and learning

Develop scripts and coaching plans that integrate value-based selling into everyday service interactions without compromising trust or service-first orientation

Oversee proactive outreach campaigns that drive renewals, onboarding engagement, certification adoption, and product participation

Collaborate with Marketing, Membership, and Product teams to align messaging and empower associates to guide members through the full suite of offerings

Analyze member lifecycle data and organizational engagement patterns to identify opportunities for expanding relationship depth and wallet share

Lead root-cause analysis sessions to identify systemic drivers of inquiries and develop sustainable fixes across digital, product, policy, and operational workflows

Partner cross-functionally with digital, technology, product, and web teams to eliminate friction points—logins, payments, navigation, data integrity, checkout, etc

Identify and document recurring issues and emerging trends, transforming service insights into actionable recommendations and experience improvements

Own continuous improvement projects that streamline processes, elevate associate performance, and reduce operational waste

Champion member advocacy by translating feedback into enhancements that improve digital journeys, content clarity, workflow speed, and product satisfaction

Use data dashboards and performance analytics to guide coaching, workforce planning, quality initiatives, and process improvements

Prepare and deliver reporting on team performance, sales influence, member engagement, call drivers, trends, and operational risks

Own maintenance and accuracy of the knowledge base, ensuring associates are equipped with the right information to deliver confident, consistent service and sales messaging

Ensure compliance with data privacy, professional standards, and organizational policies, embedding these expectations into training and QA processes

Support technology and MarTech enhancements (CRM/AMS, automation tools, experience platforms) that enable associates to elevate interactions and drive measurable growth outcomes

Qualification

Member engagement strategiesData analysisConsultative sales techniquesCoachingOperational excellenceMentoringCommunication skillsMicrosoft Office proficiencyEmotional intelligenceProblem solvingTeam leadershipRelationship building

Required

Typically, 5+ years' experience

Bachelor's degree required

Supports programs and initiatives that enhance member satisfaction, participation, and retention

Delivers consistent, member-centered experiences across engagement channels and touchpoints

Responds to member needs and feedback in a timely, solutions-oriented manner

Serves as a primary point of contact for chapter and group leaders

Provides guidance, tools, and resources to support volunteer-led engagement

Escalates issues and shares insights with leadership as needed

Tracks engagement metrics, participation, and feedback

Maintains accurate records and prepares reports to inform decision-making

Uses data to identify trends and opportunities for improvement

Communicates & teams across functions

High-level proficiency in critical communication skills

Strengthens and fosters internal and external relationships

Speaks to smaller groups in area of specialty

Manages and resolves operational, functional and organizational problems

Solves complex problems by taking a new perspective on existing solutions; exercises judgement based on the analysis of multiple sources of information

Requires understanding and application of procedures and concepts within own discipline and basic knowledge of other disciplines

Anticipates business and regulatory issues; recommends product, process or service improvements that will elevate and distinguish The IIA

Key skills: industry knowledge, talent management, problem solving, communication

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

Ability to respond to common inquiries or complaints from members, customers, volunteers, and individuals in the broader business community

Ability to consolidate data from a wide variety of sources, interpret its meaning, and present such information in a meaningful way to top management and/or volunteers

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Expert ability to work in a computerized environment with knowledge of Microsoft Office products

Web-related computer skills listed above

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job