You are a change agent and can motivate and grow teams to be a highly functioning member centric team. You are someone that has demonstrated passion for excellent customer experience and has an innate sense of urgency. You love technology and you are comfortable with working with CRM systems to improve processes and the user experience. You also have no problem rolling up your sleeves and diving right in to help your team during high volume times.
You will be responsible for leading the member services team and building a culture of accountability and excellent timely service. This role will also work closely with the sr. director of membership and chapters to launch membership engagement and retention efforts. You will also be the key business owner of the AMS solution iMIS and work closely with internal cross functional team to ensure the overall membership experience is of the highest quality and value.
Principal Duties and Responsibilities
Manages the day-to-day operations of the Member Services team ensuring that resources and workflow are adjusted to meet organizational priorities, including cross-training so that excellent service can be maintained during periods of staff absences.
Meets all financial, operational and performance benchmarks as established in the annual Business Plan, Budget and individual performance plan
Supervises and trains staff to ensure efficient, accurate and exceptional service
Is proficient using the association's database, correcting errors, as well as generating lists and operations and benchmarking reports.
Establish team KPIs and metrics
Create scripts and talking points to increase member value
Provides backup to member services team during high-traffic times that may include answering member questions and requests, processing dues, publications, conference, training and other payments, data entry and maintaining up-to-date membership information
Maintain and develop processes and procedures
Other duties as assigned
Track and report on membership numbers and trends, both current and historical; make recommendations for outreach and other activities based on trends
Evaluate recruitment and retention efforts for effectiveness
Conduct appropriate surveys to determine satisfaction with conferences, membership, products, and services
Oversees the execution of projects to support recruitment, retention and product sales initiatives
With collaboration of marketing and sr. director of membership & chapters, develop and implement campaigns and initiatives to increase and retain membership
Identify “at risk” members and determine appropriate initiatives to retain members
iMIS Product Owner
Key champion and manages the association’s management system (AMS) iMIS
Owns all iMIS member processes working with IT and third-party vendors to enhance processes
Work closely with the IT department to manage the technical aspects of the AMS software for UAT, maintenance, upgrades, problem-solving, etc. and ensure security and back-up are functional
Suggests and implements initiatives to improve operations of the database to ensure faster and more efficient processing by the Member Services team
Assumes primary responsibility for collaboration and preparation of processes prior to events. Ensures that registration staff is properly trained to serve Members and attendees during the events
Online event and training registration setup and support
Education and work experience:
Bachelor's degree or 2 years of college and 4 years of customer service experience
Three years supervisory experience required; 5 years preferred
Three years’ experience in CRM or AMS data base management required; 5 years preferred
Experience with iMIS AMS preferred
Association experience preferred
Skills and knowledge:
Strong written/oral communication and interpersonal skills
Astute problem-solving skills, and proven organizational and administrative skills
High degree of service excellence values and knowledge of how to create, measure, and deliver exceptional customer service
Positive supervisory demeanor that balances team orientation and mentorship with a commitment to a high degree of accuracy and excellence. Ability to lead and motivate customer service reps.
Ability to work independently with a high level of poise, diplomacy and confidentiality in all circumstances.
Able to handle and resolve difficult customer service situations and remain professional and friendly.
Strong verbal and written communication and listening skills.
Must be able to work 8:30am to 5:30pm or 9:00am to 6:00pm, Monday thru Friday.
Must be able to work some overtime if necessary. Must have some flexibility with scheduling and may be required to travel with event staff.
About International Society for Pharmaceutical Engineering
ISPE, the International Society for Pharmaceutical Engineering, is the world's largest not-for-profit association serving its Members by leading scientific, technical and regulatory advancement throughout the entire pharmaceutical lifecycle. ISPE is committed to the advancement of the educational and technical efficiency of its members through forums for the exchange of ideas and practical experience.
Founded in 1980 by a handful of people who believed the pharmaceutical industry needed an organization that would deal with practical applications of science and technology for technical professionals. The much-needed forum provided by ISPE began with a Membership of engineers in North America. In time, ISPE Membership expanded beyond engineering to include a broad representation from pharmaceutical professionals.
ISPE is the Society of choice for nearly 22,000 pharmaceutical manufacturing professionals in 90 countries. Visit www.ispe.org for additional Society news and information.
ISPE offers excellent benefits including medical, dental, vacation, paid holidays, 401(k) with match, and more.