Member Services Manager

KENTUCKY SOCIETY OF ASSOCIATION EXECUTIVES INC; London; On-site; GBP 125,000 - 150,000

Job description

The Member Services Manager works with the Director of Member Services & Data to shape and lead the member services team’s customer service approach and systems. This role will be responsible for day to day managerial and administrative operations associated with FIA’s customer service efforts, event registration, and association management system. This position plays a key role in providing superior, efficient, and consistent customer service to FIA’s members and constituents, and leverages data to optimize operations and to better the customer experience.

Principal activities will include but not be limited to:

Customer Service Management:

• Own and manage the customer service ticketing system. Create, update, and manage templates to ensure consistent and professional responses. Ensure compliance with departmental processes and relevant data privacy law.
• Develop a robust ongoing reporting system of customer service inquiries, with an eye towards reducing queries. Using data from the system, identify trends and bottlenecks in processes and suggest improvements to enhance and improve the customer experience.
• Responsible for continuous improvement of member services processes as well as training and educating team members on policies, best practices, and compliance requirements.
• Provide front line customer service to FIA’s members and constituents, answering queries, providing accurate information, resolving issues, and providing excellent service while meeting service quality goals. Communicates with members to address and resolve complicated and sensitive issues.

Data Management:

• Collaborate with the Manager of Database Operations to enhance and maintain data integrity and accuracy across the AMS system, ensuring compliance with processes and data standards.
• Reviews reporting to ensure standards are being upheld, and works with team members to ensure accuracy in data entry.

Event Registration:

• Manage event registration processes, including setting up events in the AMS, collaborating on the group registration process, responding to registration inquiries, and working collaboratively with Accounting to manage collections of registration revenue.
• Maintains accurate registration data and supports the creation of event reporting by ensuring data accuracy. Develop regular reports on registration metrics and suggest improvements.
• Monitor and report on customer service issues and concerns related to event registration, and suggest improvements and enhancements to processes.
• Represents the Member Services team in key event planning meetings, updating on registration and customer service issues. Some travel to manage registration at FIA events required.

Requirements for Success:

• 7+ years in member services and working as part of a team to accomplish goals and complete projects. Supervisory experience preferred.
• Experience with association management systems, including analyzing reporting. Ability to analyze data and develop strategies based on insights. Preference for someone who has contributed to an AMS replacement project.
• Bachelor's degree preferred.
• Exceptional attention to detail and customer service skills. A strong focus on providing excellent service to members.
• Excellent interpersonal, verbal, and written communication skills.
• Strong ability to manage multiple tasks and projects simultaneously.
• Proficient in Microsoft Office, with experience using Excel functions to support reports and dashboards.
• Values teamwork, building relationships, and a collaborative style. Skilled at building consensus and identifying strengths in others. Experience in training a team.
• Flexibility, willing to adapt process and change priorities as needed.
• A self-starter who is willing to take an idea and build upon it.
• Travel is required occasionally.