Position Title: Manager, Member Relations Position Location: Washington, DC About Heart Rhythm Society (HRS)
The Heart Rhythm Society (HRS) is committed to helping end heart rhythm disorders and saving lives. HRS is the international leader in science, education and advocacy for cardiac arrhythmia professionals and patients, and the primary information resource on heart rhythm disorders. The Society's mission is to improve patient care by promoting research, education and optimal health care policies and standards. HRS represents more than 6,800 cardiac pacing and electrophysiology professionals in over 70 countries.
Position Summary
The Manager, Member Relations will assist in providing customer service for current and prospective members. With the support of the Senior Director, Membership, this role will collaborate on membership recruitment and retention campaigns. The Manager, Member Relations will also manage and foster discussions on HRS Communities, the Society's online discussion forum, and oversee HRS vendors who assist with membership customer service, mailings, the online job board, and journal subscriptions
| Position Summary
The Manager, Member Relations will assist in providing customer service for current and prospective members. With the support of the Senior Director, Membership, this role will collaborate on membership recruitment and retention campaigns. The Manager, Member Relations will also manage and foster discussions on HRS Communities, the Society's online discussion forum, and oversee HRS vendors who assist with membership customer service, mailings, the online job board, and journal subscriptions.
Key Responsibilities - Help provide front-line customer service for members and prospective members. Ensure responses are timely, informative, professional and courteous.
- Improve customer service, application, and dues billing processes to ensure that member needs are met quickly.
- Work with staff to continue to build and enhance a member-focused, customer-friendly culture.
- Oversee the Society's online communities: coordinate volunteers and staff to encourage discussions about the field and HRS programs among researchers in the Research Connect group, early career professionals, Global Heart Rhythm Missions, Allied Health members, Women in EP, and others.
- Manage the Society's online community software platform (Higher Logic).
- Analyze and report on member discussions in the online communities to help staff be aware of potential opportunities for new programs or services.
- Oversee the member application and renewal process, including the creation of database records; follow-up with applicants who submit partial applications; renewal invoicing; and the distribution of membership materials (e.g., new member welcome onboarding, certificates, etc.).
- Manage the Fellow of the Heart Rhythm Society (FHRS) membership program, including application, approval and billing processes. Coordinate FHRS member benefits.
- Coordinate membership activities before and during the annual Scientific Sessions including staff support for the member registration counter and the Society exhibit booth.
- Coordinate promotion of membership at select industry trade shows and Society sponsored events
- Collaborate with the staff to develop communications including recruitment and retention campaigns for targeted member types. Manage tracking codes to gauge the effectiveness of membership marketing campaigns.
- With assistance from the database team, perform regular maintenance and cleanup of member records and create, maintain and present qualitative and quantitative membership reports
- Assist the Senior Director of Membership in preparing and updating the Membership Department budget.
- Maintain inventory of Membership Department supplies and place orders, as necessary.
- Train and supervise temporary staff as required for the Membership Department.
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