Reports to: Director of Governance and Member Services
Supervises: No supervisory responsibilities
The Manager of Member Services reviews, plans, and promotes ICA member benefits and programs; fostering meaning and value in an ICA membership. Oversees membership recruitment, engagement and retention efforts, as well as the daily operations, collaborating with the member services coordinator, including member support, database management, member transactions, and member application approval processes.
Schedule: This position is FULL TIME. The successful applicant would work during ICA’s routine business hours: Monday-Friday 08:30am to 5:00 pm Eastern time zone. Flexibility exists to accommodate variations in scheduling for applicants residing in Central, Mountain or Pacific Time zones.
Perks: Warm, fun, and collegial working environment with low drama and an EXCELLENT benefits package. ICA offers a comprehensive and competitive benefits package including excellent health insurance with a 100% paid health premium (Carefirst BCBS Platinum), dental, vision, a Health Savings Account, Long and Short Term Disability, generous employer contributions to a 401(k) retirement plan, paid vacation and sick leave, two additional weeks off per year when the office is closed (the week following the annual ICA conference, exact dates vary, as well as the week of 25 December through 1 January), a tuition reimbursement program, a paid parental leave program, access to a pre-tax benefit for public transportation, and a supportive environment that values personal and professional growth, with an emphasis on work/life balance and on being yourself.
DUTIES AND RESPONSIBILITIES
Establish short and long-term strategic membership objectives
Evaluate membership benefits and programs; recommend new benefits and programs to enhance the member experience; conduct market research to analyze member satisfaction and determine appropriate programs, benefits, products, services, and campaigns to achieve strong member value.
Direct year-long membership recruitment, engagement, and retention campaign strategies, including the recruitment of new members at affiliate association conferences
Drive membership marketing projects including messaging, development, creative execution, and distribution
Prepare and analyze performance and monthly reports pulled from the association management system (YourMembership); submits mid-year and annual membership reports for the Executive Committee/Board of Directors
Manage, create campaigns to promote online engagement through the Higher Logic platform
Effectively manage daily membership operations and customer service collaborating with the Coordinator of Member Services to: create invoices, process new and renewing memberships, and update member profiles as needed
Liaison to AMS provider, career website provider, and other vendors to ensure seamless membership operations
Holds an ex-officio appointment on the Membership and Internationalization Committee
Recruit student volunteers for each ICA conference
Schedule, coordinate, and orient all volunteers to ensure successful support for ICA staff and attendees
Manage the registration booth including onsite registration at conference (see Travel Requirements)
Responsible for creating the main, pre- and post-conference registration websites
Must be available to travel internationally and overnight with extended stay (up to 8 days) once per year, to the Annual ICA Conference, usually in May over the US Memorial Day Weekend, but sometimes the conference dates are in June. (Upcoming locations for the conference: Paris, France (2022), Toronto, Canada (2023), Gold Coast, Australia (2024), Denver, Colorado, USA (2025), TBD/Latin America (2026), TBD/Asia (2027), etc.
Must be available to travel to ICA’s global headquarters for 1-2 nights stay on occasion (generally 2-3 times/year)
Must be available to travel both domestically and internationally to promote ICA at other associations’ conferences (this responsibility is shared amongst all ICA staff in a divide and conquer sort of approach)
If one enjoys travel, additional opportunities exist, for example to facilitate a regional conference (which have previously been held in locations such as Bali, Africa, and Malaysia).
Accounts Receivables Interface
Reconcile membership and conference batch reports with bank statement
Work with accountant and auditors on discrepancies relative to registration/membership when they arise
Monitor the daily revenue received from renewals and conference registrations
HOW TO APPLY
To apply for this full-time position, please email a resume and cover letter summarizing your qualifications and salary expectations to the Director of Governance and Member Services, at email@example.com, with the subject line, “Application for Manager of Member Services.” Cover letters without salary requirements listed will not be considered. No phone calls. ICA is an equal opportunity employer.
Superior customer service, organizational, analytical and creative problem-solving skills
Must demonstrate an ability to assume responsibility and pay keen attention to detail
Must be self-directed; comfortable working autonomously while being accountable to high-level leadership; ability to work independently, multitask, prioritize workload, and produce deliverables by deadlines
Skilled at establishing and maintaining rapport (with members, colleagues & leadership)
Bachelor’s degree plus at least three years of relevant professional experience
Must possess knowledge of Microsoft® Office 365™ and be able to use excel, adobe, etc
Ability to learn new technologies and software easily
Preferred Skills (a plus, but not required)
Deep knowledge of YourMembership (YM), or a similar membership management system, strongly preferred
Prior experience with Higher Logic
Prior association and/or non-profit experience
Prior remote work experience
Fluency in a language other than English is a plus
Marketing experience a plus
Telecommuting is allowed.
Additional Salary Information: Negotiable based on applicable experience, please indicate your salary expectations in your cover letter.
About International Communication Association
The International Communication Association (ICA) is an academic association for scholars interested in the study, teaching, and application of all aspects of human and mediated communication. With six (soon to be seven if you join us!) staff, over 4,500 members around the world, and a budget of US$2.5 million, ICA operates a headquarters office in the Dupont Circle neighbourhood of Washington, DC charged with managing ICA’s six peer-reviewed and highly-ranked scholarly journals; a 3,000+ attendee annual conference each May/June that rotates among North America, Asia/Oceania, and Europe; various regional conferences, the activities of 33 division and interest groups (Ethnicity and Race, LGBTQ Studies, Activism & Social Justice, Communication and Technology, etc.) and numerous committees and task forces; and a number of handbooks and other publications.
ICA works as a small, close-knit team and a low-drama office: everyone including the Executive Director helps pack the boxes for our annual meeting shipment, everyone proofreads the newsletter before it goes out, and we all genuinely like each other! We are a diverse organization and we value that diversity. We enjoy low staff turn...over: our staff have been here two to eight years; newer staff having replaced previous staff who were here 15+ years. Our Executive Director subscribes to Richard Branson’s credo, “Train your staff well enough that they can leave you but treat them so well they won’t want to.” If you’re an energetic, smart team player, could describe yourself as “tech-savvy,” and have a great work ethic and a sense of humor (sarcasm appreciated), you’ll fit in great with our team! To learn about ICA, visit our website (www.icahdq.org). Ethnic minorities, women, and LGBTQIA+ humans encouraged to apply.