Position Summary

The Membership Manager is a detailed-oriented professional that supports the organization by driving new membership growth, maximizing member retention, and providing top-quality member experiences.  The Membership Manager is the first point of contact for members, guests, and visitors, fulfilling requests and referring customers to the resources they need.

 Primary responsibilities include carefully maintaining the membership database, growing and retaining FNA membership, building relationships with existing members, and supporting the programming efforts of FNA.  The successful candidate is an exceptional communicator who is comfortable discussing value, asking for financial commitments, and cultivating relationships with nonprofit leaders.  They also have a passion for the nonprofit sector, understanding data, and strategic thinking and planning.

This position reports to the Program Director.  This position does require occasional in-person travel throughout Florida and in other locations in the United States.  All work travel expenses are reimbursed by FNA.

Education/Experience:                  

• Associate’s Degree or commensurate experience
• Data analysis experience preferred
• Customer service experience preferred
• Experience in nonprofit, foundation or membership organization preferred

Skills Required:                                

• Customer-centered attitude. Genuinely committed to understanding and responding to member needs
• Event/program coordination
• Ability to work independently
• Microsoft Office (required), Database Maintenance (required) and Constant Contact (preferred)
• Excellent communication skills, including verbal and writing
• Attention to detail and ability to meet deadlines skills

Essential Responsibilities

The statements below are intended to describe the general nature and level of the work being performed by the individual(s) assigned to the position. This is not an exhaustive list of all duties and responsibilities.  Florida Nonprofit Alliance management reserves the right to amend and change responsibilities to meet business and organizational needs, as necessary.

Membership Engagement: 55%

• Support relationships with FNA Members by tracking annual renewal anniversaries, sending, and tracking renewal invoices, and processing new and renewing memberships on a timely and accurate basis
• Work with team to develop and lead a membership strategy
• Engage members through year-round, ongoing efforts
• Actively assist them in using their member benefits and respond to member requests; provide excellent customer service
• Answer inquiries from potential members via email and phone
• Coordinate current member service programs, including maintaining relationships with existing benefit providers, investigating new programs, and informing members of any benefit updates
• Orient new members, including facilitating Member Orientation sessions
• Communicate membership value  and benefits to current and prospective members via our website and email communications
• Participate in Membership Affinity Group through National Council of Nonprofits
• Proactively research and learn about membership best practices; research, recommend, and implement new policies and initiatives based on data analysis
• Administer the Legal Services Program
• Gather and share stories of member nonprofit impact with FNA team; collect and share member insights and feedback to inform marketing, communications, and advocacy efforts
• Meet membership goals for renewals, new members, and financial projections
• Engage staff and Board in member recruitment and retention
• Meet goals for Membership Survey participation

Membership Reporting & Tracking: 20%

• Generate membership reports summarizing renewals, new members, lapsed members, and trends
• Accurately enter and maintain information in FNA’s membership database
• Organize and analyze membership data and prepares statistical and narrative reports and graphs for internal and external use
• Track membership activity and report regularly
• Support membership planning by monitoring activity reports and noting observable trends

Programs Support: 15%

• Work directly with Program Director with event reminders, day-of program check-in, event management (which could include occasional co-facilitation, and troubleshooting) and post-event follow up
• Support all Florida Nonprofit Alliance events, training, and meeting logistics including securing room reservations/setting up virtual events and meetings and compiling post-event evaluations
• Responsible for program data management such as tracking attendance, managing registrations, and reporting at least quarterly
• Maintain program calendar on the website

Organizational Support: 10%

• Provide administrative support to CEO and Program Manager with acknowledgements/data entry and reports
• Attend staff meetings and retreats
• Attend other meetings as assigned, taking notes and sharing report-outs
• Serve as primary reception/contact for phone, email, mail, website and database portal inquiries of the Florida Nonprofit Alliance and its staff, responding directly when appropriate and referring to staff when needed
• Take initiative to identify and participate in opportunities to learn more about the sector, policy, and best practices as a part of the job.
• FNA is a small staff team, so other duties may be assigned as necessary for the work of the organization.
• There are also opportunities for professional growth if the successful candidate is interested in learning about other areas of the organization or expanding their expertise.

The successful candidate will have:

• Drive: Motivated to meet and exceed goals; a self-starter. 
• Positive Attitude: can-do and productive work outlook and a good sense of humor. Enjoys positively contributing to a small team work environment.
• Initiative:  Measure self against a standard of excellence.  Undertake self-development activities and learn new skills, seek increased responsibilities, and ask for help when needed.  Demonstrate the ability to work both independently and collaboratively and also work harmoniously with a variety of personalities and leadership styles.
• Communication Skills: Clearly and persuasively communicate, including public speaking; listen and seek clarification, write clearly and informatively.
• Integrity: Work well in a rapidly changing environment; treat others with respect and consideration; accept responsibility for own actions.  Understand business implications of decisions, align work with strategic goals, complete administrative tasks and develop strategies to achieve organizational goals.
• Confidentiality: Ability to maintain and respect the sensitive, private, and confidential nature of information related to grants, donors, members, and the organization.
• Flexibility: Able to multitask in a changing and diverse work environment.  Handle competing demands and unexpected events.  Willingness to change the approach to best fit the situation.
• Dependability: Follows instructions, takes responsibility for own actions; keeps commitments to team members and can work as a team.
• High Quality Standards: Includes commitment to excellent customer service and member experience.
• Accountability: hold self accountable for responsibilities and actions in the position.

Equal Opportunity Employer

Florida Nonprofit Alliance is committed to affording equal employment opportunities to qualified individuals regardless of race, color, class background, religion, sex, disabilities that do not interfere with job performance, marital status, actual or perceived sexual orientation, gender identity or expression, age, ethnic or national origin, and HIV/AIDS or carrier status.