The Greater Capital Area Association of REALTORS®, one of the largest local REALTOR® associations in the U.S., represents more than 10,000 REALTOR® members from Washington, DC and Montgomery County, MD, as well as industry-related professionals who follow the real estate business. We are the local voice for real estate and we provide the resources for members to succeed. Our work, and the work of our members, is all about relationships. It is our goal to provide outstanding value and exceptional service, delivered with the highest level of professionalism, to our members and communities. 

The Senior Director of Member Experience will lead a multi-site association with a clear vision and strategy to drive operational excellence.  The Sr. Director will be responsible for planning and implementing membership acquisitions and renewals, member records and/or be responsible for the integrity of membership database/association management system.  Responsible for managing member services operations and staff. The ideal candidate is a proven analytically aligned professional, who is passionate about customer centricity, data analysis, change & innovation, critical thinking, relationship building & influencing - all with a focus on results and managing results of a team.  Success in this role involves building strong relationships with other leaders on the Executive team and across departments in order to collaboratively develop the right analyses, strategies and processes that successfully support our member’s success and the firm's results.

Responsibilities:

• Provide vision, strategic direction, planning, and execution to meet/exceed membership goals.
• Maintain up-to-date understanding of policies and procedures and a wide range of organizational knowledge to promote GCAAR membership and certification, and to provide information on GCAAR programs, products and services.

• Implement policies and objectives for addressing member inquires based on COO, CEO, and Board’s goals
• Establish relationships with State Associations, NAR, SentriLock, and BrightMLS staff to obtain information to aid Member Services department and our members
• Work with Communications to ensure that Membership information/tips are included in NewsLine, Broker Beat, CAR, and social media posts
• Employ best practices and efficient use of the telephone system and other contact center technology to meet established service levels.
• Grow performance management process that drives accountability for individual and team goals, while recognizing exceptional performance.
• Develop, implement, and execute policies and procedures to facilitate a quality customer service experience for members.
• Build out and monitor metrics to drive continuous process improvement.
• Grow employee engagement and foster a positive and productive culture through dynamic leadership.
• Work effectively with cross-functional leadership and stakeholders, including Communications, Education and Operations.
• Develop and monitor member satisfaction.
• Proactively implement strategies to improve service and drive customer loyalty.
• Lead the customer service team through technology implementation/upgrades.

Supervisory Responsibilities

• Oversee Member Services Representatives, and GCAAR products
• Develop, implement and optimize retention strategies to promote higher renewal rates
• Champion opportunities to consistently improve GCAAR member experience via a close working relationship with operations and technology teams
• Demonstrated growth mentality: effective listening skills, respect for others’ perspectives and contributions; can offer constructive feedback and can accept and grow from feedback received.

Qualifications

• Bachelor's degree preferred or equivalent work experience
• 8+ years’ experience in a customer service, customer relations, association environment to include management.
• Strong verbal and written communication skills
• Excellent customer service skills
• Ability to multitask, and work independently and efficiently under deadlines
• Strong commitment to team goals and objectives
• Proficiency in Microsoft Office applications required (Word, Excel, PowerPoint)
• Membership database proficiently preferred