POSITION DESCRIPTION

Title:                           Specialist, Membership Data and Operations

Department:              Membership

Reports to:                 Manager, Member Services and Student Outreach

Direct Report(s):       N/A

The Membership Specialist supports member recruitment, retention, and engagement, with a primary focus on maintaining accurate records and analyzing membership data. This role involves performing data driven tasks (70%)—working with the Association Management System (AMS), generating reports, and supporting department programs through data analysis and presentations. The remaining time (30%) is spent providing customer service to members and assisting department staff with membership-related tasks. The specialist is a detail-oriented, tech-savvy professional with strong analytical skills, AMS and data analysis experience, and a commitment to high-quality support for both members and internal teams.

RESPONSIBILITIES AND DUTIES

Data Analysis/AMS Responsibilities-Reporting, Quality Control, and Maintenance:

• Independently performs advanced data analysis and quality checks using an Association Management System (AMS) to run queries, generate custom reports, and export data into other tools like Excel, Tableau, or Power BI to analyze data, provide visually appealing and clear charts, and create MS PowerPoint presentations.
• Conducts quality control checks to ensure data accuracy and consistency in the AMS by performing data entry and clean-up projects to improve database integrity routinely and systematically.
• Provides complex analytical support to help assess progress on specific projects and inform future decisions.
• Serves as liaison to coordinate membership department AMS issues with the AMS vendor.
• Provides basic AMS training for new staff, establishes and updates standard operating procedures for AMS utilization.
• Updates and manages the membership department projects and tasks in project management software (ASANA).
• Maintains and updates membership records in the database.

Customer/Member Service and Operational Responsibilities:

• Serves as the membership department's primary contact for mail, phone calls, voicemails, and emails, responds to member and non-member inquiries and maintains a high level of customer satisfaction.
• Handles all new member and reinstatement processes, including reviewing applications for accuracy, inputting data into the AMS, and overseeing the distribution of certificates and badges.
• Monitors inventory of membership marketing, membership dues invoicing, exhibit materials, and maintains department stockroom. Orders new materials when needed.
• Manages logistics for all membership-related mailings and shipping processes.
• Manages department filing/archiving system (electronic and paper).
• Processes all membership dues-related payments and refunds, including batches of credit card, ACH, and check transactions.
• Provides assistance to committee staff liaisons and volunteer leaders with meeting preparation and manages department programs and initiatives. Attends committee meetings to provide meeting notes after the meeting.
• Contributes to and supports strategic planning to further the mission of the organization.
• Other duties to be assigned as needed in response to membership department and organizational needs.

KNOWLEDGE, SKILLS, AND ABILITIES

• Intermediate or advanced knowledge and experience with Association Management Systems (AMS); ability to extract, analyze, and manage complex membership data.

• Ability to analyze data and create business intelligence reports using AMS reporting mechanisms.
• Proficient in advanced Microsoft Excel functions (i.e, advanced formulas, dynamic arrays, spill functions, etc.)

• Experience with data visualization and analytics tools such as Tableau or Power BI.

• ASANA project management software experience preferred.
• Experience with the Higher Logic volunteer platform is ideal.
• Exemplary customer service skills: superb interpersonal skills necessary to interact effectively with members, volunteers, and staff. The ability to respond to member inquiries with patience, tact and professionalism is essential.
• Experience handling high-volume of calls and emails.
• Strong listening skills and effective oral and written communication skills.
• Excellent organizational skills to handle multiple projects simultaneously and manage competing priorities under tight deadlines.  Must be able to move quickly from one project to another while maintaining thorough records.
• Proven attention to detail, strong proofreading, and troubleshooting skills.
• Proficient computer skills in Microsoft Windows, Internet Explorer, and MS Office.
• Ability to consistently maintain a positive outlook towards all members and staff.

EDUCATION AND EXPERIENCE

Minimum of 4 years advanced Association Management Systems experience in a membership association required. Experience should include data analysis, reporting, and system management. Bachelor's degree preferred.

FLSA Classification: Non-Exempt.