The Association of Change Management Professionals (ACMP) is seeking a Membership & Chapter Coordinator to support the membership and chapter programs. This position will coordinate membership and chapter daily operations. For membership, this will include support of onboarding, recruitment, retention and engagement plans and activities. For chapters, this will include communications, research, best practice documentation and support of chapter leaders. In addition, he or she will provide exceptional customer service to current and potential members while developing and growing membership and chapter programs and services.
A successful candidate must have exceptionally strong administrative and organizational skills, demonstrate confidence in interacting with customers and selling memberships and be a resourceful team-oriented self-starter capable of executing several tasks simultaneously in a fast-paced environment. Strong interpersonal skills and a track record for attention to detail are essential. Above all, the Membership and Chapters Coordinator will maintain a “member-centric” approach in all activities.
Essential Job Functions
Serves as an engaged and involved team member, supportive of varied experiences and perspectives of internal and external colleagues.
Maintains membership and chapter information and updates in the ACMP website and database.
Manages incoming email and telephone inquiries for membership and chapter related issues.
Initiates outgoing emails and telephone calls to assist with retention and membership sales.
Prepares reports and dashboards to share with leadership and BOD Members.
Collaborates with the team to plan for membership and chapter activities at conferences and events.
Completes research and planning, as needed, for ACMP’s membership and chapter departments.
Performs staff liaison roles for membership and chapter related committees.
Develops, monitors and aggregates survey data to help inform decision making.
Support and implement the daily operations of the membership function, including onboarding, recruitment, retention and engagement plans.
Complete membership database administration tasks, including maintaining database integrity by completing updates to member records
Complete outreach emails and phone calls to expiring/lapsed members to encourage renewal.
Focus on selling and supporting corporate and group memberships
Collaborate with marketing and communications personnel to plan and implement actions that promote growth in membership, particularly membership outside of North America
Provide leadership and support of the ACMP online community by:
Answering questions from members, as needed
Selling advertisement placements to organizations
Analyzing and tracking engagement in communities to assist with tracking and planning for improved engagement
Support and monitor the success of the Practitioner Directory by analyzing opportunities for improvement, developing recommended communications and sales of the Practitioner Directory
Conduct the highest member service standards possible in responding to inquiries, requests, and comments from members and prospective members. Follow all policies, processes and procedures to ensure a high degree of customer service.
Participate and support activities that focus on creating an internal atmosphere of customer service and ensure membership is everyone's business within ACMP.
Provides administrative service for chapter operations including chapter formation, chapter governance and chapter support.
Collaborate with team to grow and support geographical online communities by:
Developing a launch plan and supporting the execution of adding geographical communities.
Providing ongoing support to chapter and regional admins of online communities
Monitoring engagement, documenting best practices, and sharing them with chapter and regional leaders
Develops guidance and tools for chapters, in alignment with the Chapter Maturity Model, to assist in creating common guidance for chapters
Develop and implement an annual training plan for chapter leaders
Tracks membership trends and data of chapters and share with chapter leaders
Research chapter membership best practices and collaborate with chapter leaders to document membership best practices, tools and training for chapter leaders
Assist with meeting preparation for chapter meetings, specifically the Leadership Network meetings
Improve the organization of SharePoint. Plan for ways to improve it and support the process to implement updates.
Assist with questions and support for staff, board and volunteers in SharePoint
Assist with other technology tasks, as needed
A minimum of 5 years of association experience required, specifically supporting the membership and/or chapter departments
Association database experience optimal. Your Membership (YM) a plus.
Must possess a strong working knowledge of Microsoft Office tools including SharePoint, Word, Excel, PowerPoint, and Teams.
Ability to speak in another language is an asset.
Competencies: To perform the essential functions of this position and the job successfully, an individual should demonstrate the following competencies.
International experience- the individual has experience communicating and working with stakeholders in international countries and has an understanding of different cultures and willingness of the flexibility required to collaborate with individuals in various time zones.
Problem solving—the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully and maintains confidentiality.
Planning/organizing—the individual prioritizes and plans work activities and uses time efficiently.
Quality control—the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.
Adaptability—the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
Dependability—the individual is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.
Interpersonal skills—the individual maintains confidentiality, remains open to others' ideas and exhibits willingness to try new things.
Oral communication—the individual speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills and exceptional member/customer service skills.
Written communication—the individual edits work for spelling and grammar, presents numerical data effectively and can read and interpret written information
Telecommuting is allowed.
ACMP is the leading resource for the global community of individual change management practitioners. By facilitating connections between its membership community and commercial, government, nonprofit and educational organizations of all sizes, ACMP provides a community for its members to belong, learn, and thrive.