Member Services Manager

Job Summary:

The Member Services Manager will be the Association’s liaison to the MassNAHRO membership, overseeing member benefits, communication, and data management in alignment with MassNAHRO’s mission, strategic plan, values, and revenue goals.

Essential tasks of position:

Member Services

• Serve as the primary liaison to the membership, ensuring they receive timely, helpful, and accurate information about benefits and services.
• Develop and implement systems that promote an efficient membership renewal and invoicing process, and respond to individual inquiries about membership status.

• Manage MassNAHRO & NERC Scholarship Programs and the Association Awards Program.
• Manage the GoSection8 Working Group including:
  • Leading meetings, taking and disseminating meeting minutes; 
  • Collaborating with GoSection8 and the “GoSection 8 Working Group” to ensure issues from housing authorities are understood and addressed;
  • Managing Section 8 “Request to Reinstates;”
  • Aiding CWL users with FAQs in the GoSection8 system;
  • Creating and distributing monthly user update emails to CWL contacts;
  • Providing support/information to housing authority users; and
  • Communicating with low-income applicants while maintaining confidentiality and patience.
• Design, disseminate, evaluate member surveys.

Conferences & Events

• Communicate with registrants and attendees.
• Maintain attendance records of attendees to determine completion/certification.
• Design, administer, collect, and assess evaluations of events based on attendee feedback.
• Assist with marketing emails to membership promoting upcoming trainings, conferences, and events.
• Provide on-site support at events as needed.

Member Communications/Marketing

• Disseminate electronic membership-wide communications (announcements, monthly MassNAHRO and quarterly NERC newsletters, alerts, memos, etc.).
• Respond to member and other stakeholder inquiries and provide technical assistance where appropriate.
• Manage the MassNAHRO & NERC websites, including contact forms, online communities, news reports “Weekly Updates”, new member inquires, etc.  
• Manage social media accounts (Facebook, Twitter) including regular postings of relevant content.
• Troubleshoot any webpage or website issues.
• Design and develop content and images for handouts at conferences and events.
• Produce layout of MassNAHRO and NERC newsletters. Write articles as needed.

Data Management

• Collect and analyze MassNAHRO & NERC/NAHRO membership data to benefit the organization and its members, creating queries for common data-pulls from the system, and developing methods to pull and present data to ensure efficiency and accuracy.
  • Oversee all membership data, tracking and reporting, including:
  • Updating and maintaining membership records;
  • Collecting and analyzing current, new and potential member information; and
  • Managing all aspects of the database and reporting;
• Link website content pages with corresponding registration forms in the database.
• Assist members to navigate the website and software, aiding with login issues, etc.

Liaison to Committees

• Manage correspondence, meeting notices, and other information for MassNAHRO and NERC committees and the Board of Directors.
• Provide committee reports/minutes for boards and membership for MassNAHRO & NERC/NAHRO
• Serve as liaison to the Scholarship Committee and Commissioners Committee, working with committee chairs to develop agendas, assembling information, keeping the Executive Director abreast of activity, ensuring follow-up, coordinating logistics, etc.)
• Assist with other on-going board committees and working groups as directed.

Other

• Assist and support other staff as needed with large projects
• Work on special projects and other duties and responsibilities as the Executive Director sees fit.
• Represent MassNAHRO & NERC/NAHRO at local and regional events as needed.
• Perform other duties as directed.

Qualifications:

Required:

• Minimum two (2) years of professional/office experience, preferably in a marketing, association management or housing authority environment.
• Exceptional oral and written communication skills.
• Familiarity with membership databases, or the ability to quickly learn how to manipulate data.
• Proficiency in Microsoft Office (Word, Excel, Access), online email platforms (Gmail, Outlook, Constant Contact), and desktop publishing.
• Knowledge and proficient use of social media (Facebook, Twitter)
• Ability to work independently as part of a team
• Ability to prioritize among competing goals to execute on deadlines
• Excellent organizational skills
• Ability to interact effectively and diplomatically with the MassNAHRO and NERC  membership.
• Valid driver’s license and access to vehicle for occasional travel.
• Ability to lift 40 pounds
• Ability to travel to meetings, conferences and events including some occasional overnight stays and/or additional hours

Preferred:

• College degree in marketing, communications, or related field.

  Salary range: $53,000-$57,000
  Excellent benefit package.