Director of Member Engagement

POSITION OVERVIEW:
The State Universities Annuitants Association seeks a dynamic individual to join a small but mighty team dedicated to serving all State Universities Retirement System (SURS) participants.
SUAA is a statewide membership organization driven by chapters established at Illinois public Community Colleges and Universities. We are dedicated to the protection and sustainability of constitutionally provided pension and health care benefits for the employees and retirees that make higher education in Illinois an imperative economic engine and key to workforce development.

SUMMARY OF POSITION:
Is this you? Serving as the Director of Membership Engagement (DME), you will be responsible for all aspects of member services, from the first point of contact to organizing outreach to engaging current members, helping to formulate strategies to recruit and retain from all corners of the higher education sector. The DME will oversee the organization’s membership strategies: Attracting new members, retaining existing members, managing member data, developing engagement initiatives, and analyzing membership trends to grow a healthy and active membership base.

ROLES & RESPONSIBILITIES:
Membership Acquisition

• Develop and implement strategies to attract new members through outreach campaigns, marketing materials, and networking at Chapter events
• Work with members of the Membership Committee and the Board of Directors to guide and support peer-to-peer membership recruitment efforts
• Create, maintain, and distribute membership-related communications through various channels like email, website, and social media
• Develop membership collaterals and prospective member marketing materials and solicitation packages

• Develop an annual organization-wide strategy to deliver substantial member benefits, ensuring ample engagement opportunities, promoting access to subject matter experts, and keeping members actively involved in association activities
• Collaborate with the Director of Operations to support the successful membership renewal process, including sending reminders and addressing member concerns
• Respond to member inquiries, resolve issues, and provide support regarding membership benefits
• Maintain quality relationships with key member contacts, specifically member Chapter representatives responsible for membership recruitment and their finances

• Support related administrative tasks associated with membership services and billing, as needed
• Staff the SUAA Membership Committee, providing regular reports to the Executive Director/CEO and/or Board of Directors

• Maintain accurate member data including contact information, demographics, and membership status with the organization’s association management system
• Collaborate with key member/chapter contacts to ensure membership rosters and data are updated consistently
• Implement and track key membership metrics like acquisition rates, retention rates, and member engagement levels to identify trends and inform strategic decisions
• Develop and maintain business intelligence tools and dashboards to track membership engagement and drive membership growth

• 1-5 years of experience in hospitality, customer service, non-profit administration, or other similar client relationship management. Demonstrated ability to set and achieve objectives. Association or non-profit volunteer member experience is a plus, as is experience in higher education.
• A bachelor’s degree or equivalent experience is required. Directly related work experience may be substituted for the formal education requirement if applicable
• Exemplary attention to detail and accuracy/Problem-solving and conflict-resolution skills
• Proficiency with MS Office applications is vital. Experience with membership software like MemberClicks, Prop Fuel, and other platforms is useful
• Exceptional written and verbal communication skills, as well as the ability to create and give internal and public presentations and to concisely convey matters clearly and effectively through emails, texts, letters, and brief reports
• Ability to work as a valued member of a small team; willingness to perform other professional duties and responsibilities as assigned. Interest in building and maintaining internal and external partnerships
• Capacity to work under pressure, meet deadlines, and handle rapidly shifting priorities. A quick learner is sought
• Basic understanding of legislative, regulatory, and political processes
• Physical ability to lift and move objects weighing up to 50 pounds
• Some domestic travel may be required