The Director of Membership Success is responsible for planning, designing, and executing integrated strategies to increase current membership retention rates and enhance the current membership experience. This role has a direct impact on communicating the mission, vision, and value of ISRI to members and drive increased individual participation across member companies and successfully onboard new members. This position is also responsible for assuring that the organization’s programmatic offerings align with members and other stakeholders needs.
Success in this roles means that the Director must provide exemplary customer service and assure high levels of member and customer satisfaction. Monitor member/customer issues and provide necessary follow-up and maintain consistency of service. Lead and participate in projects which support member/customer needs or process/service improvements related to serving our industry. Maintain highest value and quality of existing member benefits and develop new ISRI member benefits and resources.
The position reports to the Vice President of Membership and works collaboratively across multiple business units
Manages and executes the membership renewal process, including collateral development, invoicing, mail-house logistics, and payment application, tracking, and collection; terminates non-renewed members to exceed retention goals.
Processes all member dues payments, collaborating with chapter presidents as required; activates membership; and coordinates with other key members of the department to ensure a smooth onboarding experience.
Will work with Vice President of Membership to develop and then implement personalized and professional new membership onboarding process and experience.
Will work with Vice President of Membership to develop and then implement ongoing membership engagement campaigns that will measure membership engagement and increase overall individual participation in corporate memberships.
Develops and manages campaigns/promotions to increase retention rate and demonstrate membership ROI.
Customer-service expert who will serve as primary staff member to answer and/or direct all current member calls and communications to appropriate staff members in a timely manner.
Seek opportunities to build communities within the membership and work cross departmentally to ensure that current membership strategies are synergistic.
Will work with other key staff members to develop annual membership ROI report.
Will work with key staff to ensure current online membership experience and communications are optimized.
Manage existing member benefits and lead creation of new member benefits to maximize membership value delivered.
Develop and manage processes for regularly identifying member needs.
Develop and manage process for member feedback on programs and services including ongoing Net Promoter Score (NPS) surveys to meet or exceed annual customer satisfaction goals.
Manage and cultivate the Association’s member affinity programs.
Will work with events team to maximize member value and ISRI led and sponsored events.
Expected to travel (30-40%) to increase face-to-face feedback and rapport with current members.
Additional Salary Information: ISRI offers competitive benefits ranging from 35-45% of pay.
Internal Number: Membership
About Institute of Scrap Recycling Industries
The Institute of Scrap Recycling Industries, Inc. (ISRI) is the “Voice of the Recycling Industry”. Nominated as one of 2019 top manufacturing associations to work for, ISRI represents more than 1600 companies in 20 chapters nationwide that process, broker, and consume scrap commodities including metals, paper, plastics, glass, rubber, electronics, and textiles. With headquarters in Washington, DC, the Institute provides education, advocacy, safety and compliance training and promotes public awareness of the vital role recycling plays in the U.S. economy, global trade, the environment and sustainable development. For more information about ISRI, please visit www.isri.org.