Director of Member Services

Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to UA recreation and cultural activities; and more!

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• Develop and implement the overall strategy for member services, including acquisition, retention, and engagement via on-air campaigns, direct mail, and digital methods.
• Set and manage performance goals for member satisfaction, retention rates, and engagement metrics.
• Work with the CEO, senior leadership team, and department heads to align member service strategies with the organization's broader financial goals, mission, and strategic intent.
• Oversee all aspects of member communication and interaction, ensuring that members receive timely, relevant, and impactful information, whether delivered in-person, on-air, in the mail, or digitally.
• Create and implement innovative programs to deepen member engagement, including events, content access, and exclusive member-only benefits.
• Collaborate with the marketing, program operations/traffic, and original content teams to ensure members are regularly engaged through newsletters, special campaigns, and other community outreach efforts and events.
• Implement feedback mechanisms (surveys, focus groups, etc.) to better understand member needs and improve member experiences with AZPM and its public service stations.
• Manage and improve the day-to-day operations of the member services team, ensuring high-quality, timely responses to inquiries, requests, and concerns.
• Oversee member inquiries through multiple channels (phone, mail, email, social media) to ensure efficient resolution and satisfaction.
• Identify and resolve recurring issues and implement process improvements to prevent future challenges.
• Build and maintain strong relationships with contractors, key community organizations, corporate partners, and stakeholders to promote membership and expand the organization's reach and positive impact.
• Represent the organization at events, meetings, and conferences to advance understanding of emerging trends and practices, and to promote AZPM membership growth and enhance member relations.
• Lead the management of the Allegiance membership database, ensuring accurate records and insights into member behaviors, preferences, and trends.
• Use data analytics to track membership growth, retention, and engagement, providing regular reports to leadership on performance and opportunities for improvement.
• Develop and maintain key performance indicators (KPIs) for member services activities and those of various contractors and share results with the team and other internal and external stakeholders.
• Monitor electronic funds deposits, payroll deductions, and corporate matching gift programs to ensure optimal performance.
• Lead, mentor, and inspire a team of membership professional staff and UA student employees, interns, and community volunteers to ensure they meet performance expectations and provide outstanding service.
• Provide ongoing training and professional development opportunities to the team to keep them updated on best practices and organizational and departmental goals.
• Foster a collaborative and positive team culture, focused on member-first thinking.
• Perform other duties, as assigned.

Knowledge, Skills and Abilities

• Deep understanding of financial deliverables for a member-driven organization and customer service excellence, especially as they relate to a non-profit public media organization.
• Knowledge of principles, best practices, donor trends, and legal requirements and limitations of membership programs, as they relate to public media.
• Knowledge with developing and executing successful direct-mail and digital contributor campaigns.
• Ability to analyze data from a variety of sources and use insights to drive decisions and improve performance.
• Excellent oral and written communication and interpersonal skills, with a passion for fostering meaningful relationships.
• Strong leadership and management skills, with the ability to motivate and develop a high-performing team.
• Strong project management skills and ability to juggle multiple priorities.
• High proficiency in CRM systems, database management, and reporting tools.
• A passion for the non-profit educational mission of public media and commitment to serving its members.
• Knowledge using computer equipment and general office software (Microsoft Word, Excel, PowerPoint, and Outlook).
• Empathetic, approachable, and able to listen actively to members' needs and concerns.
• Strategic thinker who is also action-oriented and results-driven.
• Highly collaborative, with the ability to work effectively across departments.
• Strong problem-solving abilities and a proactive approach to addressing challenges.
• Comfortable working in a fast-paced, evolving environment.

• Bachelor's degree in related field or equivalent advanced training and experience leading membership organization

• Minimum of 5-years of hands-on relevant work experience, preferably in a leadership role

• More than five years of progressively responsible full-time experience leading a fundraising membership program, including the direct supervision of staff, volunteers, and students.
  
• Experience/proficiency with the Allegiance or similar CRM membership system.
  
• Experience with third-party call center management and direct mail house operations.
  
• Experience with desktop publishing and web development software.
  
• Bilingual: English/Spanish.