Manager, Member Experience & Engagement Job at Endocrine Society
Manager, Member Experience & Engagement
Endocrinologists are at the core of solving the most pressing health problems of our time, from diabetes and obesity to infertility, bone health, and hormone-related cancers The Endocrine Society is the world’s oldest and largest organization of scientists devoted to hormone research and physicians who care for people with hormone-related conditions. Our inclusive community is made of scientists, physicians, educators, nurses, and students in 122 countries.
We are seeking a Manager, Member Experience & Engagement to drive and operationalize the Society’s existing and future membership engagement and experience strategies. In this role, you will contribute to and implement membership engagement strategy, as informed by the Membership Director, and will manage initiatives to achieve key results. Additionally, you will oversee all activities related to overall administration of Special Interest Groups (SIGs). You will collaborate across the entire Society to support member needs, partnering closely with cross-functional teams to articulate and deliver on our value proposition.
What you’ll bring to the job:
- Bachelor’s degree and a minimum of five years’ experience implementing member or customer experience programs and activations to promote member/customer growth and retention.
- Prior people management experience highly preferred.
- Ability to manage through competing organizational and departmental priorities and to work effectively under pressure when facing deadlines. A proven track record for meeting multiple deadlines required.
- Strong drive and interest in implementing innovative membership experience & engagement initiatives in alignment with organizational objectives.
- Solid oral and written communication skills required.
- Experience working with an Association Management System is strongly preferred.
- Ability travel to support membership goals. Up to 15% travel may be required.
Our Values:
We believe in and empower our staff. We know that with our investment in their growth, they have an even greater potential to contribute to our organization. Our core values embody the character and culture of our staff – they guide our decision making, interactions and how we serve our members. As an organization, we are committed to: demonstrating responsible stewardship, treating one another with trust and mutual respect, supporting work life balance, sustaining an inclusive environment, and fostering an environment that encompasses communication, service, collaboration, results & innovation.
We believe in and empower our staff. We know that with our investment in their growth, they have an even greater potential to contribute to our organization. Our core values embody the character and culture of our staff – they guide our decision making, interactions and how we serve our members. As an organization, we are committed to: demonstrating responsible stewardship, treating one another with trust and mutual respect, supporting work life balance, sustaining an inclusive environment, and fostering an environment that encompasses communication, service, collaboration, results & innovation.
What you’ll own:
- Support and drive existing and new strategic initiatives to advance and increase member engagement in the Endocrine Society.
- Manage and oversee the Society’s online Community and user generated video software, introducing programming and experiences with the goal of increasing member engagement.
- Work with Membership Director to identify and prioritize topics and themes for communities of interest and/or practice among members.
- Supervise and coach the member experience staff, fostering collaboration within the team and across the organization to achieve a high level of staff performance.
- In collaboration Governance and Strategy team, design outreach plans to foster volunteer leadership and encourage applications for open positions across all global member segments.
- Develop a structure and process for member recognition programs across strategic segments and identify appropriate avenues and occasions for recognition of member achievement and milestones.
- Collaborate with marketing team to develop strategies for maintaining and increasing engagement on the online community, member spotlights, etc.
- Serve as the secondary Staff Liaison for Special Interest Groups and is responsible for working with the primary liaison to keep SIGs moving forward according to the annual goals and objectives established by the SIG in its annual plan.
- Maintain awareness of issues of importance to the endocrine profession to respond with timely programs and member experiences.
- Oversee new member onboarding and orientation programs including First-Timers, in-Training, and other member groups. Improve welcome touchpoints, connecting new members to applicable society resources and programs.
- Identify, track, and report key member satisfaction and demographic metrics regularly using Netforum association management system (AMS).
- Work with internal teams to incorporate diversity, equity, and inclusion initiatives into the society’s overall operations.
- Support the Chief Membership & Diversity Programs Officer in the implementation of the Association’s programs, priorities, and projects in relation to member engagement, experience, and DEI in partnership with member director and staff colleagues.
- Promote a culture of continuous improvement, responding to and anticipating member needs.
What you’ll do well:
- Recognize and respect the value of individual differences at all levels of the organization. Seek information from others who have different personalities, backgrounds, and styles, and include them in decision-making and problem solving. Make it easy for others to feel valuable. Communicate and cooperate with others who have a diversity of cultural and demographic backgrounds.
- Develop and maintain strong relationships with members by listening, understanding, and responding to identified needs. Respond to member/leadership/community needs. Actively promote positive relationships with the membership and other groups (committees, leadership, stakeholders, etc.). Exhibit high level of customer service and identify ways to improve service procedures/levels within own position. Respond and follow-through on internal and external requests.
- Effectively use time. Demonstrate ability to “think outside the box” for solutions or ways to accomplish the job in a more effective way. Handle projects responsibly (including expense management). Prioritize as needed and meet deadlines. Communicate challenges/barriers to supervisor. Collaborate and share progress with others to get the project completed. Demonstrate effective delivery of completed project.
- Work with and coach staff to develop their capabilities. Provide helpful, timely feedback and provide new opportunities that will help develop staff’s abilities. Identify knowledges, skills, and abilities necessary to fulfill current or future job/role responsibilities effectively.
- Effectively communicate ideas, thoughts, and facts in writing. Use correct grammar, punctuation, spelling, and sentence structure. Organize written ideas clearly. Tailor written communication to effectively reach audience. Express ideas clearly and concisely in writing.
What you’ll get out of it:
- Working with a staff that has passion for our mission, believes in one another and has fun.
- The chance to work in an environment that empowers staff to take informed risks and create new programs and services.
- A chance to make a contribution in a fun job with room to make it your own.
- A strong and competitive salary and benefits package that focuses on your well-being and financial health.
Proof of Vaccination & Work Location:
The Endocrine Society values the safety of our employees, our members, and our visitors. In support of these values, if you are selected for this job you must be fully vaccinated against COVID-19, except when vaccination is not medically advised or violates your sincerely held religious beliefs. If you are invited to join our team, you must submit proof that you are fully vaccinated against COVID-19 to an HR partner or you must request an exemption before your actual start date. New employees must either provide proof of vaccination or be granted a medical or religious exemption before working with the Endocrine Society.
This position is located in Washington, DC and walking distance to Metro and major bus lines. The Endocrine Society offers a flexible, hybrid work environment. Employees are expected to work from the office at least 2 days per week to foster our collaborative culture and support cross-functional interaction.
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rine Society offers a convenient downtown DC location within walking distance of Farragut North/Farragut West and Foggy Bottom Metro stations. Qualified candidates interested in a purposeful work environment, competitive salaries and excellent benefits, including a generous TIAA- CREF retirement plan with 10% employer contribution, submit resume and cover letter with salary requirements.
EOE/AA/M/F/Vet./Disab.
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