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Director of Membership and Member Services
Job
WATEREUSE ASSOCIATION
Alexandria, VA (In Person)
Full-Time
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Job Description
The Director of Membership and Member Services for the WateReuse Association is responsible for developing and implementing WRA's member recruitment, orientation, engagement, retention and satisfaction strategies. The incumbent will be responsible for designing and executing the overall membership strategy including management of the application processes, regional liaison, recruitment and onboarding, the database, and the dues process. This position reports to the Executive Director. The Director of Membership and Member Services has the following responsibilities: Leadership and Team Development Lead, manage, and develop the membership team, setting clear expectations, performance standards, and accountability. Articulate Association's membership value proposition to external audiences and contributes to thought leadership on the future of association membership. Establish and enforce organization-wide standards for member engagement, responsiveness, and use of member data. Produce clear membership dashboards and reports, translating data into actionable insights. Annually assess value of services, membership satisfaction, and member needs using surveys and interviews, providing metrics to inform programmatic priorities. Own the accuracy, reliability, and governance of the Association Management System (AMS) and all related membership data tools. Membership Growth and Retention Set and execute strategies to achieve net membership growth, high retention, and long-term financial stability. Define and assess member value propositions; propose and implement enhancements to benefits, services, and engagement models. In collaboration with the Membership Committee and State Sections, manage a program to identify, track, and recruit prospective new members. Set and execute a membership marketing strategy; develop marketing and promotional materials in collaboration with Communications Director. Ensure smooth application and onboarding processes for new members, providing excellent customer support and clear information. Manage the annual renewal process, from initial notice through payment. Member Engagement and Recognition Manage strategy to encourage member engagement, collaborating with other staff to maintain awareness of ongoing programs and projects. Track member engagement by organization and identify low-engagement members for targeted outreach. Manage member recognition programs including the Annual WateReuse Awards for Excellence Program. Oversee online member communities (WateReuse Connect), working collaboratively with committee leads and section staff to ensure consistent high-quality experience for members. Implement an excellent customer service program for members in collaboration with other staff, ensuring clear, concise, and timely communication. A successful candidate will possess the following skills and abilities: Strategic thinking for planning for membership development Strong public speaking and communication skills Interest in or knowledge of the water industry or broader environmental policy community Strong attention to detail and the ability to manage multiple projects in a fast-paced, deadline-driven environment Exceptional written, interpersonal and communication skills with commitment to a high level of customer service Ability to travel Ability to work effectively with a small team of professionals